Explaining the Customer Profile:  Summary

The customer edit screen is a very busy screen with a lot of information on it.  Once your eyes have adjusted to this overload of information, you will realise that this really is the best screen to work on when you are busy with customer queries.  The next few screenshots will serve as a short summary of all the fun stuff you can find on the customer’s profile. 

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 3.1  Account Details:

In this section you can see all the customer’s details like the address and contact information.  This is also where you can make changes to the customer’s details.

 3.2. Data Packages:

Here you can view the customer’s data package(s), as well as add and expire (terminate) certain or all packages on the profile.

 3.3 Data Usage: 

This section gives a summary of the customer’s data usage.  You can either choose to view it per month or per year. 

 3.4. Active Data Sessions: 

Here you can see if the customer is actively using their internet or not.  This will be of more value to the technical or support teams.

3.5. Phone usage: 

This section gives a summary of the customer’s VoIP usage.  You can either choose to view it per month or per year. 

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 3.6. Billing Details:

In this section, you can change the customer’s billing details.  You can set the customer’s payment method here, as well as fill in all debit order details.  The payment method can be set to EFT, Debit Order, Cash or Credit Card.  Customer’s need to verify their own credit cards through the VCS system.  

 3.7. Suspension details:

This section is for all customer’s who “don’t know they are supposed to pay for their internet” or “haven’t been receiving the emails with the invoices”.

 

3.8. Package Changes:

 

Even though you are able to change packages at the above mentioned “Data Packages”, it is better to change the packages in this section. This will enable  us to track when the change took place, as well as who submitted the package change.

 3.9. VoIP Phone Lines: 

Here you can see all the VoIP lines that the customer has with you. You can also add new lines or expire (terminate) the lines here.

 3.10. Notification Settings:

This function allows you too see where the messages sent to the customer, gets delivered.  After changing the customer’s contact details, remember to change the details here as well.

 3.11. Helpdesk Tickets:

In this section, you can see all active and closed tickets on the customer’s profile.  You are also able to see in which department the ticket was / is and to whom the ticket was / is flagged. 


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3.12. Recurring Billing:

This is the monthly billing that takes place for each customer.  The “generate recurring billing” button can be used the refresh the monthly recurring billing while the “generate recurring invoice” button creates the DRAFT monthly invoice.

 3.13. Age Analysis:

 

This is the customer’s specific age analysis.  Here you can see invoices that are still outstanding as well as any credit notes and adjustments.  Always click on the update button before handling any customer queries. 

 2.14. Messages Sent:

 

This section allows you to see all messages that have been sent to the customer – whether it be monthly invoices sent out, an SMS or tickets that were answered.

 

2.15. Customer Notes:

 

Here you can add customer notes like billing suspended due to connectivity issues or invoice credited because …  Even though customers are not able to see these notes, please use discretion when creating them.  Your name and the date will automatically be added to the note when you submit it.

2.16. Additional Address Details:

 

This field is for customer’s who have more than one address – for example customers with home and business packages on one profile.

 2.17. Attachments:

All service apps, site survey forms, installation photo’s, job cards, AOD letters, EFT letters and Debit Order details can be uploaded in the attachment section.  This comes in handy because it helps you keep track of bad jobs that were done and signatures of approval from the customer saying you may take his money via debit order.

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2.18. Payment Receipts:

Here you can view all the payments made by the customer.  If the payment does not yet reflect here, it may because the system hasn’t synced the new receipts yet.  It syncs automatically a few times throughout the day.  To fasten the process, click on the update button in the age analysis section. 

 2.19. Debtor notes: 

This section is for our debt collectors.  Please make notes on all communication with the customer but keep it short and sweet but understandable for anyone who reads it.

2.20. SageOne Integration: 

Here you can see the last time the customer’s profile synced with SageOne as well as if the syncing process was successful or not.  If the word “error” appears instead of “Ok“, please inform your financial manager and ask them to investigate. 

2.21. Customer Audit Trial:

Yes, we can check if it was you.  Yes, we will know if it was you or not.  No, you weren’t hacked.  So please ensure that you do not leave your PC unlocked and unattended and that you do not give your log in details to anyone.