The Fleet system allows for the use of automatically generated CRM contact records.The generation of these records depends on Fleet Contact records being created, and linked to Audited Events . The menu option Update CRM Contacts is normally run as an end of day process, during which it looks at a file called FM/MKLOG to examine all of the contacts raised during the day by the automatic function, and makes sure they are correctly linked to the appropriate CRM record.
The system relies on the Contract Audit (Link required?) event file to spot pre-defined milestones during the life of an agreement. When these events take place a record is written into the audit event file. This includes events such as creating a quote, accepting a quote, starting a contract, terminating a vehicle, etc. When an Audit event record is written there is an opportunity to write an automatic CRM Contact record.The activation of available audited events takes place within the Contract Audit form in Quotations within the Environment module.
Automated contact management requires some background information to be set up in order to operate i.e. the creation of a Fleet Contact Type . This same background information is used for manually entered Fleet contacts. Contacts can be generated by certain events taking place during the lifetime of an agreement, or by a user requesting a contact on an ad-hoc basis. If the contact is to be event linked it needs to be associated with one of the Contract Audit Events .
Each audit event may be linked to a Fleet contact type . When the event occurs the Fleet contact type is used to create a CRM contact record and stores the contact against the customers CRM record in the normal contact history file.
For example let us assume a situation where it is necessary to establish a CRM contact record each time we start a contract. This contact leads to us sending a letter to the customer, thanking them for the business and including some standard company information should they have any queries. The following procedure should be followed:
Note: Access the Online CRM manual for details about establishing CRM Contact Types.
Automatic contact management relies on the set-up of correct Fleet and CRM contact types. The Fleet Contact types are created using the Contact management option within the Review menu option of the Fleet Environment module.
The example here assumes that it is necessary to raise a contact record for the customer every time a quotation is accepted. This is obviously the start of the vehicle acquisition stage, and the customer will want to keep in touch with developments throughout the life of the contract.
Note: Before creating automatic contact records in the Fleet system ensure that the required contact types are already created in the CRM system.
Access Contact Management . The following fields are displayed:
- Description
The name by which the option is recognised at a later stage. It should be as descriptive as possible (e.g. Accept Quote could mean acceptance of a normal quotation, or a termination quotation. Be specific).
Audit Event linked.
Is this contact event linked? Y initiates the automatic link to the Contract Audit Event process.
Audit Event number
Following the decision that this is an event linked option the Fleet audit event file may now be searched to select the event that is to initiate this contact. A suitable event is to be selected from the list.
- Exec this Contact
The executive responsible for this contact completion.
Contract Strength
This is a standard CRM contact strength code.
Who Prompted Contact
The originator of the initial contact e.g. Sales, Admin Department, etc. The precise values are determined by the user-defined codes set up within CRM / Miscellaneous Options / Contact Source Codes
- Contact Activity
Select from the list of existing CRM contact types.The CRM contact type must already be created to make selection possible at this stage.
Once the record is created it becomes active immediately. Therefore the next time the selected Contract Audit Event is used a contact is generated. Which, in this example, means that the next quote to be accepted forces the generation of a contact record in the CRM system for the customer.
The CRM contact record that is raised governs the next action. This may simply be an outgoing telephone call or it may generate a letter to the customer.