Customer Contact Management Manual Call Tab

This form is displayed when you select Manual call while in the Customer Contact Management Home page. It enables you to action outbound calls which do not exist on a call list and receive inbound calls. Functionality may vary slightly depending on whether telephony is installed or not.

It includes two tabs and menu and tool bar the details for these can be found by following the links below.

• Identity
• Review
• Menu and tool bar

What do you want to do?

• Display WIP parts / labour details.

Menu and tool bar

The tool bar options are push buttons which reflect the most frequently used options on the menu bar. Not all of the options are available when the Review tab is open.

Menu Bar and Toolbar:

Menu option	Toolbar	Key board shortcut	Action
File > Exit			Closes the home page and returns you to the CCM main menu
Links > Company			Opens the CRM company record if loaded, or opens the CRM search.
Links > Customer			Opens the CRM target record if loaded, or opens the CRM search.
Links > Vehicle			Opens the CRM vehicle record if loaded, or opens the CRM search
Links > My CRM		F7	Opens your My CRM desktop, if you have access to more than one CRM company you will be asked which CRM company to open.
Links > Diary			Opens your administrator diary.
Links > Global booking view			Opens the global booking form this form shows booking capacity for the available after sales locations. This is a view only form.
Tools > Refresh		F5	Refreshes the call grid.
Tools > Lock		CTRL+ALT+Z	Lock the home page screen.
Help > Help		F1	Displays this help file in a Web browser.

The identity tab

The identity tab is where the customer, company and vehicle records relating to the call can be identified. There are two main areas requiring further explanation on this form these are the results grid and the additional fields and buttons which facilitate the search.

Fields and buttons

Fields

There are five fields on this form these are:-

• Vehicle: the search criteria relating to the required vehicle. This is an editable field in to which any known data relating to the vehicle can be entered.
• Customer: the search criteria relating to the required customer. This is an editable field in to which any known data relating to the customer can be entered.
• Company: the search criteria relating to the required company. This is an editable field in to which any known data relating to the company can be entered.
• Chosen vehicle: displays selected vehicle registration number.
• Chosen customer: displays selected customers name.

Buttons

• Search: performs a search in the linked CRM companies for records which fit the selection criteria. F3 can also be used.
• Clear: clears the entered data in the vehicle, customer and company fields.
• Review: opens the review form to enable you to update the customer and vehicle details.

There are also two buttons next to the chosen vehicle and chosen customer fields these have the same icon as the clear button when clicked the data in the field is cleared.

Results grid

The results grid shows those records which match the search criteria entered. The grid is divided into eight columns which display the following information.

• Customer name: the customers name
• Customer address:the customers address
• Registration: the registration number of the linked vehicle
• Vehicle description:the vehicle description
• Company name: the company name
• CRM company: the CRM company the record is saved in
• CRM location: the customers location
• Aftersales location: the after sales location for the vehicle

There is also some additional grid functionality which enables selection of the correct records. Records can be selected by double left clicking on the grid lines but this will load the vehicle,customer and company record displayed on that line. the right click action on the line enable you to select which records are required for the call, the options available are:-

• Select vehicle and customer: enables selection of both the vehicle and customer record
• Select vehicle only: enables selection of the vehicle record only.
• Select customer only: enables selection of the customer only.

When the required records are selected the call activity form may be opened displaying the customers call activity and open wip information.

The Review tab

The review form is opened when the review button is clicked on the identity form this form enables you to update existing customer information or enter the information for new customers and vehicles. There are five areas of this form which require further explanation these are:-

• Dealer details
• Customer details
• Vehicle details
• Company details
• Work location
• Push buttons

Dealer details

The dealer details group displays information about the CRM company and branch for which the customer is associated. If no customer has been selected these fields will be editable enabling selection of the correct CRM company and branch for the customer.

Customer details

This group of fields displays the customers details the fields in this group are:-

• Title/Initials: the customers title and initials
• First name: the customers first name
• Surname: the customers surname
• Address: the customers address
• Post code: the customers post code
• Home phone:the customers home phone number
• Work phone: the customers work phone number
• Mobile phone: the customers mobile phone number
• Another number: a blank fields enabling entry of an alternative temporary number for the customer
• Preferred number: the customers preferred number
• Email: the customers email address
• Account: the linked SL account for the customer
• Best time to call: the best time to call the customer on the preferred number

Vehicle details

This group of fields displays the vehicles details the fields in this group are:-

• Registration number: the vehicle registration number
• Franchise: the vehicle franchise
• Model: the vehicle model
• Variant: the vehicle variant
• Description: the vehicle description
• Service due: the date the next service is due
• @: the milage at which the next service is due
• Chassis: the vehicle chassis number
• Registration date: the vehicle registration date
• Account number: the vehicle account number
• Privately owned: this is a tick box which when ticked indicates the vehicle is a privately owned vehicle if there is no tick in this box the vehicle is a company owned vehicle.
• MOT due: the date the MOT is due
• Service model: the vehicles service model code this can be selected using the drop down

Company details

This group of fields displays the company details the fields in this group are:-

• Name: the company name
• Address: the company address
• Post code: the company post code

Work location

This group of fields consist of two drop down fields which enable selection of the most appropriate service location for the customer.

The fields are labelled as follows:

• Related: Related work locations are those locations for which a WL company relationship has been created. These companies are most likely to be those which are in the same local area.
• Other: Other work locations are those work locations which are linked to the same CRM company in company mapping but are not necessarily in the same local area.

Call Direction push buttons

• Inbound: This is selected if the call is an inbound call and opens the script selection drop-downs.

• Outbound: This is selected if the call is an outbound call and opens the script selection drop-downs.