|
|
This program can be found on the Master
Menu option 15. The Customer Care module is designed to improve accessibility
to a variety of commonly used data entry, inquiry, and file maintenance
programs on a per customer, machine/serial number, telesales/sales management
prospect basis. |
Program Description
The Customer Care menu is accessed with any one of the following methods: customer number/customer name/phone number, sales management prospect number, telesales prospect number, customer/item number, item number, item number/serial number, serial number.
Location: 15 Customer Care Access> Customer Care Data Entry Main Menu
Filename: CCMU000
See Customer Care Access.
From the first Customer Care Date Entry main menu, several data entry programs are available, including various Order Entry, Billing, Contract, Service, Sales Management, Telesales, and Collections programs. Inquiries are accessible from the second Customer Care menu, including several Order Entry, Accounts Receivable, Billing, Contract, Inventory, Service, Collections, Sales Management, Telesales, and Purchase Order inquiries. The Customer File Maintenance and Customer/Technician Message File Maintenance programs are also found on the second Customer Care menu. All operational changes relating to Customer Care are documented for each of the programs on the Customer Care menu.
Menus:
Rev 15 Changes
Two new fields have been added to the Detailed Customer Profile File. They are field 25 SVC Email and field 26 MTR Email. These fields can be used to store the email addresses for the person that is contacted for service (SVC) and the person that is contacted for meter readings (MTR). Up to 60 characters can be entered for each email address. In Customer Care, a message will display noting if these emails are entered. The messages displayed in Customer Care are “SVC Email On File”, “MTR Email On File”, or “SVC & MTR Email On File”. The message will appear on the sixth line of the screen on the left-hand side. It will display no matter how the customer is accessed (by customer number, prospect number, item/serial number, etc).
In order to display the exact email addresses, the operator will need to access the Detailed Customer Profile Inquiry. From the Customer Care menu, the operator can access 26 for Inquiry / File Maintenance Menu and then number 8 for AR Customer Profile Inquiry. When entering a “D” at the “Go To D’etailed Cust. Profile, P’o Tracking, Or N’either” prompt in the Customer Profile Inquiry, the Detailed Customer Profile screen will be displayed. See screen below:
Once in the Detailed Customer Profile program, the operator can enter C for change or V for view and enter the customer number. The email addresses are displayed on screen number 2 fields 25 and 26.
Rev 14 Changes
There was a problem if the operator tried to access a procedure that they did not have security to enter, and then they tried to access the Inquiries/File Maintenance menu option (option 26). The program would log off the user. A change was made to correct this problem. This correction was done while Revision 13 was being released and was added to Revision 13 at that time.
A new global option was added to Accounts Receivable Control File Maintenance. This is field 31 Display Machines During Alpha Customer Search In Customer Care (Y/N). If this field is set to Y for Yes, the machines placed at each customer site will display underneath the customer information. The operator will be asked “Enter Item Type To Display Or ‘CR’ For All Item Types”. The operator can narrow down the number of machines displayed on the search. The item number, serial number, location 1 and location 2 fields are displayed. Because of space limitations, only the first 16 characters of the 25 character location 2 field will be displayed.
Sample of inquiry screen:
A new Global option was added to the Accounts Receivable Control File Maintenance. This is field 32 Display Ship-To / Bill-To Cust No.During Alpha Search In CC (Y/N). If this field is set to Y, then during alpha customer name search, there will be a second line displayed. The Ship-To Customer Number and Bill-To Customer Number will be displayed on the second line. If the Global field is set to N for no, the second line will not display. Prior to Revision 14, the second line did not display.
Note: If the Global option to display customer’s machines during alpha search is activated, and the customer has several machines, the same customer may be displayed on more than one screen. The Ship-To Customer Number and Bill-To Customer Number will only display after the first time that the customer is displayed.
Rev 13 Changes
When the operator enters the Item and Serial numbers of a machine that is on an inactive contract, the message * * Inactive * * will display on the screen.
Also, the situation was corrected in which a customer number had a record number of one, the program would perform an alpha customer search instead of bringing up that customer. This has been resolved.
The option to go to ECF File Maintenance was added to the Customer Care module. This is option number 27 on the main screen. Since LMS Security goes to only option 24, there has been an option added to Accounts Receivable Control File Maintenance (field 28) to determine whether or not this feature can be accessed.
Also, during Serial number search, the Model Number will now display. The length of the Machine Description had to be reduced from 32 characters to 23, and only 7 characters of the model number will display.
Internal changes were also made to set the proper crammed characters is the Dash Allowed In Item Numbers field is equal to N for no in Billing Control File Maintenance.
