Customers Guide

The purpose of this guide is to provide you with more information on how to create customers, customer groups, assign data packages etc.  Below are links to your Youtube channel with different videos which may come in handy. 

 

Webinar:  Customer Profile

Webinar:  Introduction to DataTill for new users

Webinar:  Customer Portal

Video: Customer Overview

 

  1. Listing customers
  2. Customer groups
  3. Customer Data Usage
  4. Edit Customer

1. Customers

1.1.   Adding customers

 

There are two ways in which new customers can be added in DataTill: 

  • Sales Module – Please refer to the Lead to Receipt guide for 
  • Manually adding new customers if you are not making use of the sales module.  

 

For more information on how to add customers, you can refer to the following guide: 

 

*Tip:  After successfully adding the new customer, go to the customer’s profile and send them a password reset link.  Even though they will receive a welcome email with their username and password in it, they might want to choose a password which is easier for them to use. 

 

1.1.1.  Accounting code conventions used by Some ISPs

 

Client codes are generated by using the:

  • Individual customers / normal home users: 
    • First three letters of the client’s first name, followed by
    • a sequential number starting at 001.
  • In the case of a company,
    • First three letters of the company’s name (ignoring any special characters) follow by
    • a sequential number starting at 001.  

Notes on Exceptions:

 

  • Prefix such as Doctor or Mr. or Mrs. are ignored
  • If you don’t have the client’s first name, try to get their first name. For example,
    • Don’t do: PSL001 for Mr. Piet Slabbert.
    • Rather do:  PIE001.
    • If you can’t get the client’s first name, just use the first initial and his surname, e.g.:
      • G Joubert becomes:  GJO001
  • Remove special characters like “@”.
  • Don’t use “A” for &, simply ignore the “&”.

Client Code Examples:

 

  • 2D Consulting will become: 2DC001
  • Frikkie Visser will be: FRI001
  • Tannie Poeke Smit is simply: POE001
  • Dr. K Retief: KRE001 (first try to get the first name.)
  • I @ U Consulting: IUC001 (we’ve dropped the special character). 

1.2.   How to get to the customer profile

 

Once you have successfully created your customer, you will be able to view your customer details in the customer list as well as go to your customer’s profile. 

 

1.2.1.  Customer list

 

To view a list of all your customers, go to “Customers – “List Customers“.  

 

 

 

 

 

 

From this page you will be able to:

  • Message customers
  • Filter the customer list using the different filter functions. 
  • Edit the customer details
  • Add new customers
  • Go to the customer profile.  

 

You will also be able to look for customers based on:

  • Contact numbers,
  • addresses (show/hide columns for this function)
  • customer codes or
  • customer or business names.  

 

list-customers

 

1.2.2.   Customer profile: 

 

For a quick overview of the customer profile, you can refer to our Customer Profile: Summary guide.   To find your customer profile, go to “Customers” and then click on the “Edit Customer” option.  

 

 

 

 

 

In the right-hand top corner, click on the drop-down menu to find your customer.  You will be able to search according to account code, name, surname or even resellers.  

 

 

 

 

*If you are looking for the customer based on address or contact number, please use the customer list to find your customer and open the profile from there by clicking on the black button found on the right-hand side of the customer’s details.  

 

1.3.  Updating customer details

1.3.1.  Updating account details: 

 

To update your customer’s account details, go the “Account Details” section and then click on the “Edit” button. 

 

 

 

 

 

 

 

 

 

 

 

On the pop-up screen, ensure that you are on the “Account Details” tab.  From here, you will be able to change the:

  • Customer group
  • Billing group
  • Categories
  • Labels
  • VIP Customer
  • Customer Type
  • Contact Name
  • ID number
  • Primary Telephone number

 

 

1.3.2.  Updating address details: 

 

To update the customer’s address or postal address, you can edit the account details and then go to the “Address Detail” tab. 

 

Please note that you should add the address lines underneath each other as shown in the pink section.  After adding the address, you can click on the “Show on Map” button.  This will then pinpoint the customer’s address on the map as well as give you the GPS coordinates.  

 

 

*Please note:

To make use of the maps functionality, please refer to the following guides: 

 

1.3.3.  Updating contact or additional contact details:

 

Under additional contacts, you will be able to:

  • Change your customer’s cell phone number and email address (by clicking on the edit button)
  • Add additional contacts
  • Remove additional contacts
  • Determine who the primary contact is (only one primary contact per customer)
  • Determine the notifications that should be received by which contact. 

 

 

Remember to click on “Save Changes” after making any changes. 

 

1.3.4.  Client portal login

 

Next, you will have the client portal login.  In this section, you can manually change the customer’s password to their customer portal.  Best practise would be to rather send the customer a password reset mail.  This can be done from the account details section or by clicking on the blue Password Reset button at the bottom at the screen. 

 

*The customer portal username will usually be their account code, but they will also be able to log in with their email address. 

 

 

1.3.5.  Billing

 

On the billing tab, you will be able to determine the customer’s default due date settings.  This will be very useful in cases where you have big business customers have 30-day accounts etc. 

 

 

 

Blue: If this button is switched to yes, then the customer will use the normal due date settings as per your billing setup.  If this button is switched to no, then you will be able to change the days till invoices due option. 
Green: In this section, you will be able to determine the days until invoices for this specific customer becomes overdue. 

 

1.3.6.  SageOne

 

This tab will only be visible if you are integrated with SageOne.  Even though you will be able to change the SageOne ID, it is advised that you do not do this as this will cause syncing issues and essentially have unhappy customers as their payments won’t be able to sync to their profile.  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

1.3.7.  Cancellation

 

The cancellation tab will allow you to do the following:

  • Add a cancellation date and reason for the customer (to cancel all services)
  • Or immediately suspend or un-suspend the customer. 

 

Please note: 

  • When the cancellation date is reached, the customer will no longer authenticate and will no longer be billed.
  • When suspending a customer account, billing will not stop.

 

 

 

 

 

 

 

 

 

 

 

 

 

If you are making use of the new cancellation module, please refer to the following: 

 

If you are making use of the new suspension module, please refer to the following: 

 

1.3.8.  Master Tab

 

The master tab will allow you to change a normal account to a master account.  After this is done, you will be able to link sub-accounts to the master account.  This can be used for normal businesses with multiple branches or when you are setting up reseller accounts. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

For more information on aster and sub-accounts, please refer to: 

 

For more information on the reseller module, please refer to the following: 

 

1.4.  Password Reset

 

To send a password reset link to your customer, you can start by going to the customer’s profile.  In the account details section, you will see the password reset mail.  You can simply click on this Reset Password button and within a few minutes, your customer will receive the email. 

 

*Tip:

  • If the customer phones in and asks for a password reset, confirm the email address with them to ensure that the email will be received by them.

 

 

 

 

 

 

 

 

 

1.5.  Messaging your customers:

 

There are several ways DataTill can allow you to message your customers: 

  • Messaging specific groups
  • Individual SMS
  • Bulk SMS
  • Individual Email (ticket)
  • Bulk Email
  • Notifying Offline customers / HS Maintenance 
  • Mobile App

2. Customer groups

Customer groups need to be created in order to create customers.

2.1 Adding a Group

  1. Go to Customers->Customer Groups
  2. Click on “Add Group”

2.2 Editing a group

  1. Go to Customers->Customer Groups
  2. Click on the “Edit” button of the group you would like to edit

2.3 Deleting a group

 

  1. Go to Customers->Customer Groups
  2. Click on the “Delete” button of the group you would like to delete.

2.4 Enable Customer groups

  1. This will enable all customers with that group, for example this would mean that all group customers data packages will be able to authenticate with radius.
  2. Go to Customers->Customer Groups
  3. Edit the group you would like to enable
  4. Click on the “enable” button.

3. Customer Data Usage

Go to Customers->Total Usage List

3.1 View usage

This gives a quick summary of the total data usage of customer.

3.2 Detailed customer usage

  • Gives a more detailed view of all the data used by the all the customers data packages.

4. Shortcuts

  1. Go to Customers->Total Usage List, Click on “Edit” customer. This is a shortcut to reach the Customer screen from the usage screen.
  2. Create a Ticket for the customer on the customer edit screen. (This can also be done from the Helpdesk. Please refer to the Helpdesk guide for additional information.)
  3. Send email or sms to the customer from the customer edit screen.
    1. The customers details are automatically filled in, however it can be changed. If the Cell Number field is left blank an SMS will not be sent, same applies for the email Address respectively.

4.1 Account details

The account details for the customer can be edited here. However the option to disable and enable the customer is not present, that must be done from the customer list. (Please refer to Editing Customers Account Details for more information).

4.2 Data packages

  • The Radius data packages can be edited here.
  • Blocking a package will stop the authentication with radius, thus preventing the client from using the package. Note that this can also be done by changing the authentication to reject in the edit customer data package menu.
  • Radius Packages can be added here, but refer to Add Package in the Radius guide for more information regarding Packages and how to use them.

4.3 Package Changes

Package changes can be done mostly from the customer edit screen. Here is a step by step guide on how to do it correctly:

package-changes-customer

  • Search for the customer in list customers and open the customer edit screen by clicking on the black button.
  • From here scroll down until you see Package Changes.
  • Click “Add”.
  • Select the radius user that needs a package change.
  • Select the New Data Package and select the Activation Date (If it should be activated immediately set the date to the current date).
  • Write in a comment if necessary.
  • Set the monthly and topup prices or if if a customer price is used keep it on the default price.
  • Finally click on Submit Package Change.

 

package-changes-actual

4.4 Data usage

  • A brief summary to the customer’s collective data usage.
  • For more detailed usage please refer to ‘Detailed Customer usage’ in this guide.

4.5 Phone usage

A brief summary of the customer’s collective phone usage.

4.6 Data expiry/ Rollover settings

  • Sets after how long unused monthly data and unused topup data expires. This is specific to the customer.
  • These settings can be viewed and edited here.

4.7 Billing settings

The following settings can be viewed and edited.

  • Data Costing Model
  • Phone Costing Model
  • Standard Customer Discount
  • The default Highsite is the Highsite that the customer is connected too.

4.8 Active data sessions

“View All” Redirects to active radius sessions.

4.9 Address details

The address of the client can be added here.

4.10 Notification settings

Notification settings can be added and deleted here Notification types are as Follows:

  • Trigger ? After reaching the set cap percentage a notification will be sent.
  • Email ? In the event of a trigger, an email will be sent to this email address.
  • SMS ? In the event of a trigger an SMS will be sent out to this cell number.

4.11 Customer notes

Notes can be added about the customer.

4.12 VoIP extensions

Add a new Asterisk Extension (for more information on Asterisk Extensions please refer to the Asterisk Guide).

4.13 Attachments

Attachments pertaining to the client go here. All Pictures are previewed. Note if the attachment cannot be previewed there is the option to download the file.

14.14 Helpdesk tickets

A full history of all the Tickets pertaining to the customer. A ticket can be viewed and/or edited by clicking on the edit button of the ticket you would to edit or view.