In a customer-centric organization the customer is the starting point for everything. This means that anyone who is interacting with a customer should be able to retrieve all information about that customer from a single source, without having to change systems and/or databases. This also applies to prospects, potential customers, suppliers, agents, authors, end-users or anyone with whom the company relates to.
During a prospect or customer interaction the prospect or customer may wish to do many things. For an instance, a customer may wish to place an order, inquire about the status of an existing order, request information on a product, inquire about his or her account, make a payment, request a quote or pro-forma invoice, report a problem, inquire about the progress of a previously reported problem and much more. The CRM System allows customer service representatives or other authorized personnel to perform any of the functions mentioned above. There is no duplication of data or business processes and no need to re-key information which allows for an efficient, accurate and rapid response to customer requirements.
- In the menu, expand Publishing Modules > Customer Relationship Management > Management and double-click CRM Customer Management. DSI901 Work with Customer main panel appears listing all the existing customers.
| Function | Description |
| Detail | This function displays the customer name and customer’s all addresses. This function expands list of customers to display these details. |
| Filter | Allows selection of customer by company, billing number, customer status, exchange code, warehouse, customer branch, customer’s region and debtor class. |
Various options are available to work with the selected customer.
| Option | Description |
| Debtor letter | Access ARE015 Letter Generation to generate letter for the selected customer. |
| Curriculum | Access TYM170 Work with Customer Curriculum. |
| CRM dashboard | Access CRM dashboard and lists all outstanding incidents for the by user departments for the user. |
| Incident | Access CRW005 Work with Incidents and lists all the incidents for the default filter. |
| Contact | Access Customer Contact in display mode to lists all the contacts for the selected customer. |
| Opp | Access Work with Opportunity to create an opportunity. |
| Seminars | Access Work with Seminars in maintenance mode to list all the seminars for the selected customer. |
| Cust details | Access Customer Masterfile Inquiry to display selected customers masterfile details. |
| Delivery number | Access Delivery Number Selection to display all the delivery addresses for the selected customer. |
| Cust maint | Access Customer Masterfile Maintenance in maintenance mode to maintain a Customer’s Details. |
| Cust trans | Access Document Inquiry by Customer to display list of all the transactions for the selected customer. |
| Cust/item trans | Access Transaction Inquiry by Customer or Item to display list of all transaction inquiry for the selected customer. |
| O/S trans | Access Outstanding Order Inquiry by customer to display list of all outstanding orders for the selected customer. |
| Debtor trans | Access Debtor Transaction Inquiry to display list of all transaction for the selected customer. |
| Debtor balance | Access Customer Balance Inquiry to display customer balance for claims, draft, L/C etc. for the selected customer. |
| Debtor DSO | Access Customer Balance History and Debtors days’ Sales Outstanding inquiry to display outstanding history for the selected customer. |
| Payment | Access Payment Inquiry to display all the current transactions by the customer. |
| Cust ext | Access Customer Extended information in maintenance mode to work with it. |
| Contact | Access Customer Contact in maintenance mode to lists all the contacts for the selected customer. |
| Order entry | Access Order Entry to place normal sales order via picking slip for the selected customer. |
