Customer Contact

General Information

Available through the New Contact button of the Customer Information screen. This screen is divided into two tabs and contains all the information for mail and phone contact with your customers. The screen is used both to record a new contact as well as to review previous contacts. All types of contact are recorded and reported in this screen.

The Mail Contact tab contains the information about catalog requests and customer notices sent to customers via e-mail, printer, or fax.

The Phone Contact tab contains the information about the calls made to and received from customers using the optional Telemarketing Module.

Note: If the optional Telemarketing Module is not installed with your M.O.M. system, the tab is disabled.

How to Use the Screen

This screen enables you to perform several different tasks. Each task may be performed by itself or in combination with any other task. When you've completed the task(s), press SAVE to exit and save the contact or CANCEL to exit without saving. DELETE can be used to delete an existing contact on file.

Note: A SOURCE CODE is usually entered as the first step when recording any new contact for the customer. Lookup/List is available on this field.

Issuing a Promotional Credit

Enter a credit amount in the PROMOTIONAL CREDIT field.

This amount usually reflects a special offer or rebate program to the customer. For example, send $2 for our newest catalog and receive a $2 credit on your first order. In this case, $2.00 would be entered in the field when the customer writes to you for the catalog.

Sending a Catalog

1. Optionally, use the CONTACT NAME pull-down list to change the name of the person to send the catalog to. The name defaults to the primary name for the customer. To add a new name, select the ADD button to display the Address and Contact Edit screen.

2. On the tab, select the catalog to be sent from the CATALOG TO SEND list box.

3. If you need a label to be printed to mail the catalog, check the PRINT A CATALOG MAILING LABEL box.

4. If you want the catalog label to be processed on a specific date, change the date in the DO NOT MAIL UNTIL field.

5. Optionally, select the SEND ON SAVE button to print the label after clicking the SAVE button, instead of waiting for the next run of the Batch Order Processing function or using the List Management Module

Sending a Customer Notice

1. Optionally, use the CONTACT NAME pull-down list to change the name of the person to send the notice to. The name defaults to the primary name for the customer. To add a new name, select the ADD button to display the Address and Contact Edit screen.

2. On the tab, select the notice to be sent from the NOTICE TO SEND list box.

3. If you want to customize the notice, press the CUSTOMIZE button. See Customizing a Notice.

4. If you want the notice to be processed on a specific date, change the date in the DO NOT MAIL UNTIL field. Note: This hold date effects all three send options below.

Send Options for Notices

There are three send options for notices. Any combination of options may be selected.

PRINT TO PRINTER - this option includes the notice in the normal run of notices in the Batch Order Processing function.

E-MAIL - this option sends the notice as an e-mail to the customer's e-mail address using Microsoft's Outlook 2000 program. The customer must have an e-mail address set up in the General information tab of Customer Information. If you use this option, you should also enter a SUBJECT HEADER for the e-mail in the field at the bottom of the screen.

FAX - this option sends the notice to the customer's fax number using Microsoft's Outlook 2000 and/or Symantec Winfax program. The customer must have a fax number entered in the ALT/FAX field of the Customer Information screen. If you use this option, you should also enter a SUBJECT HEADER for the fax in the field at the bottom of the screen.

SEND ON SAVE - this button can be used for either the internet e-mail or fax options above. If you press this button, the e-mail and/or fax is sent immediately when you press the SAVE button at the bottom of the screen instead of in the next run of customer notices in the Batch Order Processing function.

Note: MS Mail must be installed on your workstation/network to use either the Internet mail or Fax options above.

Logging an Inbound Call for Telemarketing

When a customer or prospect calls in for information or a catalog request, you might want to record the inbound call using the following steps.

1. Optionally, use the CONTACT NAME pull-down list to change the name of the person you are speaking with. The name defaults to the primary name for the customer. To add a new name, select the ADD button to display the Address and Contact Edit screen.

2. If the BEST TIME TO CALL field is filled, it will display along with the equivalent Time Zone according to your workstation settings.

3. On the tab, press the COMPLETED ON button to indicate that the call is being logged on today's date (the default).

4. Select a script code when appropriate. Press the READ SCRIPT button to view the script on your screen.

5. Enter a summary of the conversation in the CALL LOG field.

6. Record the interest level of the customer in the INTEREST LEVEL field.

7. Optionally, you may want to schedule a follow-up call for the customer. See the procedure below.

Completing an Outbound Call for Telemarketing

When working from the Outbound Calls List with the optional Telemarketing Module, this screen is used to log the call and optionally schedule a follow-up call. To log a scheduled outbound call, follow these steps.

1. Optionally, use the CONTACT NAME pull-down list to change the name of the person you are calling. The name defaults to the primary name for the customer. To add a new name, select the ADD button to display the Address and Contact Edit screen.

2. On the tab, press the DIAL button at the bottom of the screen to call the customer. Note: To use the DIAL button, you must have your voice line connected through a modem in your workstation. The modem settings are initialized in the Maintain Global Parameters function. If you do not have a modem in your workstation, you must dial the person manually using your telephone handset .

3. Press the COMPLETED ON button to indicate that the call is being logged on today's date (the default).

4. Select a script code when appropriate. Press the READ SCRIPT button to view the script on your screen.

5. Enter a summary of the conversation with the customer in the CALL LOG field.

6. Record or change the interest level of the customer in the INTEREST LEVEL field.

7. Optionally, you may want to schedule a follow-up call for the customer. See the procedure below.

Scheduling a Call

To schedule a follow-up call for a customer, press the SCHEDULE button at the bottom of the screen. See Schedule a Followup Call.