Customer SLR Details

This form enables Service Level Response details for a customer to be created. They are not attached to address groups but marketing companies.

The SLR agreements put in place using this option do not have a direct impact on the events taking place. This is simply to be used as a reference point for the terms specific to each customer. These details could, however, be used in conjunction with reports to trigger automatic reminders, etc, particularly if inserted into a timed operations chain. To emphasise this point, the records we create within this area are used to merely record (and possibly report upon) service level response times and do not integrate with other modules within the system to enable the monitoring of these tasks.

What do you want to do?

Customer SLR Details form

This form is divided into four parts that are as follows:

Title Bar

In addition to displaying the form name the Title Bar displays other useful identification criteria and buttons.

Menu	Icon	Description
File > New		Enables the form so that the relevant fields may be edited.
File > Open		Applies ALL Standard (i.e. the Standard Item checkbox is ticked in the Create SLR Component Codes table) transaction items to the customer SLR record.
File > Save		Saves any amendments that have been made to the Customer SLR Details records.
File > Exit		Exits the current Customer SLR Details form. If any amendments have been made to the record that have not yet been saved then the system prompts: SLR Details Have changed. Do you want to save the changes ?.
Tools > Create Standards		Applies ALL standard (i.e. the Standard Item checkbox is ticked in the Create SLR Component Codes table) transaction items to the SLR Customer record.
Help >		Provides online access to context sensitive help for the current application using the default browser.

Customer SLR Details Dialogue Box

Enables the general dates, customer contacts, hours and response times to be set up and the individual SLR Transaction items added to the grid.

The details in the top half of the form can be manually entered or updated simply by clicking in the appropriate fields.

CRM Company: Selection of the button opens the CRM My Desktop form so that the appropriate Company record may be selected for which Service Level Response details are to be viewed or edited.

Details

SLR Date: The date on which the Service Level Response agreement commences.

SLR Review Period: The period in months after which the SLR agreement is to be reviewed.

Last Review Date: The date on which the SLR agreement was last reviewed.

Next Review Date: The date on which the SLR agreement is next to be reviewed

Contacts

Main SLR Customer: Selection of the button opens the Customer List for the currently selected company record. The appropriate customer contact at that company should be selected as the primary contact source.

Secondary SLR Customer (1-4): Selection of the button opens the Customer List for the currently selected company record. An appropriate customer contact at that company should be selected as one of four possible secondary contact sources.

Hours and Response

Operation Times (Day - MTWTFSS): A series of checkboxes denoting each day of the possible working week. The checkbox should be ticked for each of the customer's applicable working days.

Operation Times (From): The working day start time.

Operation Times (To): The working day end time.

Voice mail response within: The agreed number of hours within which a telephone response to an SLR item is to be made.

Email response within: The agreed number of hours within which an email response to an SLR item is to be made.

Telephone answer within: The agreed number of rings within which a telephone response is to be made.

Extranet Times (Day - MTWTFSS): A series of checkboxes denoting each day of the possible working week. The checkbox should be ticked for each of the customer's applicable Extranet days.

Operation Times (From): The working day start time for the Extranet.

Operation Times (To): The working day end time for the Extranet.

Email response within: The agreed number of hours within which an email response to an SLR item is to be made via the Extranet.

SLR Transaction Item Grid

The bottom half of the form allows the individual component codes to be built up for that customer by right-clicking the mouse button and electing to create or edit items as required.

To apply ALL standard (i.e. the Standard Item checkbox is ticked in the Create SLR Component Codes table) transaction items to the SLR Customer record simply click on the ??? icon or select the Create Standards option from the Tools menu.

Module: The Service Level Response module code (defined within the SLR Modules table.

Description: The Service Level Response component description

% Lev: The required percentage level of Service Response to be met for the SLR component code.

Mins: The number of minutes in which a service level response is to be met.

Hours: The number of hours in which a service level response is to be met.

Days: The number of days in which a service level response is to be met.

Std: A checkbox which, if ticked, denotes that this SLR component code is considered to be a standard item which may be used by more than one customer.

A single-right-click on any row in the grid displays the following sub-menu:

Create SLR Item: Opens the SLR Transaction Item form so that a new item line may be created.

Display SLR Item: Opens the SLR Transaction Item form in display mode only so that an existing item line may be viewed.

Edit SLR Item: Opens the SLR Transaction Item form in edit mode only so that an existing item line may be edited.

Delete SLR Item: Deletes the currently selected item line.

Note: A single-left-click into any row within the grid opens the SLR Transaction Item form so that the item line may be viewed/edited.