A facility is available that allows you to search for an existing customer on the on the company, customer, SL account and vehicle files. If the customer is not found, you are given the option to create a new customer (customer), company and vehicle on the CRM database.
Note: The system has a limitation of 1000 vehicle records that are displayed as search results.
The Customer Word Search form is displayed when you click the Ellipsis button ![[...]](Ellipsis.gif){kind=small}
in the Customer group box on the Point-of-Sale form. It allows the input of text to help find the customer on the company, customer, SL account or vehicle file respectively. It is also possible to enter the last six or more digits of a vehicle chassis number to find a vehicle/customer.
In this field, enter the text (a minimum of three characters and a maximum of 8) to locate the customer on the company, customer, SL account or vehicle file. It is also possible to find a vehicle by entering the last 6 or more digits of the chassis number in this field. If no match is found in any of the files searched, the cursor remains in the input box so that you can try again, and the Create options are enabled to allow you to create a company, customer and/or vehicle record, if required.
Tip: Alternatively, leave the field empty and click the Search button to enable the Company, Customer and Vehicle buttons.
The buttons within this group box are automatically enabled if the customer is not located, to allow you to create a company, customer or vehicle record on the CRM database.
Company: Allows you to create a CRM company record.
Customer: Allows you to create a CRM customer record.
Vehicle: Allows you to create a CRM vehicle record.
PUSH BUTTONS:
Search: Searches the company, customer, SL account and vehicle file for the text input to locate the customer.
The Customer Search form is displayed if any records on the system match the text input in the Customer Word Search form or in the Customer name field within the main Service POS Form. From this form, you can select the customer name, address and account that you want to load onto the WIP.
This group box displays a list of companies to which the selected customer record is attached. If you want to use the name and address from the company file, select the required company.
This group box displays a list of CRM customer records. If you want to use the name and address from the customer file, select the required record.
This group box displays a list of accounts for the selected customer on the vehicle, customer, company and Sales Ledger accounts files, if they exist. Select the account that you want to use.
This group box displays a list of vehicles attached to the selected CRM record. If you want to use the account from the vehicle file, select the required vehicle. Other options are available within this group box to create or update the CRM vehicle record:
If the vehicle is prefixed with a ? (question mark), this means that this vehicle is not attached to the customer on the WIP. To attach the vehicle to the customer, select the vehicle, tick the controls to indicate which links you want to update on the vehicle record, and click OK.
At the bottom of the list is a No vehicle option. When you select this option, the controls are enabled which allow you to create a new vehicle and indicate which links you want to update on the vehicle record. You are also required to complete the extended vehicle details in order to create the record on the database.
This group box displays the name and address details that will be loaded onto the WIP when you click OK. Initially, the system defaults in the name and address currently loaded onto the WIP. To use the name and address on the customer, company or Sales Ledger account file, select the required record from the appropriate group box, and select one of the following radio buttons:
Current: The customer name and address details currently loaded onto the WIP.
Customer: The customer name and address on the customer file.
Company: The name and address on the company file.
Account: The name and address on the Sales Ledger account record.
Following the name and address text boxes is a drop-down menu for the telephone number. Select the telephone number that you want to use. The telephone numbers that are displayed vary depending on whether you have selected a company, customer, account or vehicle record, as follows:
Account details:
This group box displays the account details that will be loaded onto the WIP when you click OK. To use the name and address on the vehicle, customer, company or Sales Ledger account file, select the required record from the Accounts group box.
Update sales link: This option is enabled if you select a vehicle that is not attached to the customer on the WIP or you select the No vehicle option in order to create a new vehicle on the CRM database. Tick this box if you want to update the Sales field in the Record number group box on the Vehicles tab of the CRM record.
Update aftersales link: This option is enabled if you select a vehicle that is not attached to the customer on the WIP or you select the No vehicle option in order to create a new vehicle on the CRM database .Tick this box if you want to update the Aftersales field in the Record number group box on the Vehicles tab of the CRM record.
Update driver link: This option is enabled if you select a vehicle that is not attached to the customer on the WIP or you select the No vehicle option in order to create a new vehicle on the CRM database. Tick this box if you want to update the Aftersales field in the Record number group box on the Vehicles tab of the CRM record.
Create vehicle: Allows you to create a vehicle on the CRM database. This option is enabled when you select the No vehicle option from the Vehicles group box, and requires you to complete the extended vehicle details in order to create the record on the database.
PUSH BUTTONS:
OK: Loads the selected customer name, address and telephone number into the Customer group box of the WIP, and the account onto the Account tab of the WIP.
Cancel: It is possible for a number of matches to be made if, for example, a town or city name is used for the search. If you do not find the specific customer record you are looking for, click this button to resume the search.
Reset: Redisplays the initial search results.
When selling to an existing customer, you can access the customer search facility by clicking the Customer (name) Ellipsis button. The text you enter is used to search the company, customer, SL account and vehicle file respectively for a match. It is also possible to search for existing customers using their phone number
Tip:Alternatively any text entered within the Customer Name field on the main Service POS form will be used to carry out the same search.
To search for an existing customer:
Click the Ellipsis button in the Customer group box on the Point-of-Sale form.
The Customer Word Search form is displayed.
Enter the text on which you want to search, and click the Search button.
To search for an existing customer using their phone number:
On the main Service POS form within the Customer group box in the Customer Name field, enter the ! symbol followed by the telephone number to be found. Home, work, fax and mobile numbers are included in the search.
Note: The text input should include the whole of the phone number from the beginning as it is normally entered into your system.
The system searches the company, customer, Sales Ledger account and vehicle files for a match. If one or more records are found that match the input, the Customer Search form is displayed.
Do the following:
Click OK.
You may get any one of the following results:
If any other jobs exist for the vehicle, the Other Jobs Exist form is displayed. Select the job that you want to load onto the WIP or click the Cancel button to create a new WIP.
Warning: If you select a job from this list, you will lose all information on your current WIP.
If details exist on the casefile, the Casefile form is displayed. The casefile contains information that you may need to be aware of, such as information regarding low credit facilities, notes on any of the CRM records attached to the current WIP, information about key vehicle dates (last or next service, for example) or warranty expiry, outstanding parts backorders and certain CRM contact information. The casefile is interactive, so any item in the list can be selected and additional information retrieved about that topic.
Note: In order for the case file to be displayed, casefile access must be set up within the User access control file on the CRM SYSTEM MAINTENANCE menu.
If the search does not result in any match, or you leave the Text to locate customer field empty and click the Search button, the Company, Customer and Vehicle buttons are enabled that allow you to create a permanent CRM record for the customer.
When the customer and account information is correctly loaded onto the WIP, you can input the customer order number, if required, on the Order tab of the WIP. Similarly, you can change the van route or carriage methods on the Codes tab of the WIP. If necessary, up to four lines of text can be recorded on the Notes tab of the WIP. When you are returned to the WIP, you may also notice that previously disabled buttons are enabled, and further information is accessible when these buttons are clicked.
Information can be typed directly into the Customer fields on the WIP. You should be aware though, that this information is only stored in the WIP files and is not available in the future. Should the customer buy parts from you again, you would have to recapture the same information a second time.
To create a new customer:
Click the Ellipsis button in the Customer group box on the Point-of-Sale form.
The Customer Word Search form is displayed.
Do one of the following:
To check if the customer exists on the system, input the text and click the Search button. If a matching record is not found, the Company, Customer and Vehicle buttons are enabled.
To create a record directly in the CRM database, leave the Text to locate customer field empty, and click the Search button to enable the Company, Customer and Vehicle buttons.
Click the Customer button.
If the post code address file is in use, and the postcode daemon is not already started, the system automatically starts the daemon, and displays the Postcode lookup form.
Note: The post code file is optional, and is only displayed if it is installed on the system.
Do one of the following:
If you want to lookup an address on the post code address file, enter the Postcode and press the TAB key.
If you do not want to lookup an address on the post code address file, click the Cancel button.
You will get one of the following two results:
If you entered a post code, you are prompted to select a building. Select a building and click OK. The address is defaulted into the address box. If the address is correct, click OK. The Customer Details form is displayed.
If you did not enter a post code and clicked the Cancel button, the Customer Details form is displayed.
Complete the name, address and telephone information.
Click the Save button to create the record within the CRM customer file and copy the data into the customer fields on the WIP.
If the vehicle does not exist within the CRM system, or you leave the Text to locate customer field empty and click the Search button, the Company, Customer and Vehicle buttons are enabled that allow you to create a permanent CRM record for the customer. It is possible to create a new vehicle record by clicking the Vehicle button. This allows you to enter the extended vehicle details and create the new vehicle on the CRM database.
After the vehicle is created in the CRM database, the vehicle is automatically loaded onto the WIP. The vehicle details can be viewed on the Vehicle tab. This tab is only available to Service WIPs, and contains the registration number of the vehicle, the service code for the work to be carried out under this WIP and the vehicle's mileage (odometer reading) on reception of the vehicle (in) and also upon completion of the job (out).
When you are returned to the WIP, you may also notice that previously disabled buttons are enabled, and further information is accessible when these buttons are clicked.
If required, extended vehicle details can be added to the WIP header, and updated on the CRM vehicle record, by clicking the More button on the Vehicle tab. Most of these fields are normally pre-filled from the CRM vehicle record attached to the WIP, but for vehicles that do not exist within the CRM system, the ability exists to enter the data manually. When extended vehicle details are entered, the Update button is enabled. Click this button to add the vehicle details to the WIP header and update the CRM vehicle record.
To create a new vehicle:
Click the Ellipsis button in the Customer group box on the Point-of-Sale form.
The Customer Word Search form is displayed.
Do one of the following:
To check if the vehicle exists on the system, input the registration number and click the Search button. If a matching record is not found, the Company, Customer and Vehicle buttons are enabled.
To create a record directly in the CRM database, leave the Text to locate customer field empty, and click the Search button to enable the Company, Customer and Vehicle buttons.
Click the Vehicle button.
The Extended Vehicle Details form is displayed.
Enter the Registration number.
The New vehicle button is enabled.
Complete the vehicle details.
Click the New vehicle button.
If the customer is attached to a company, you are asked if this is a privately or company owned vehicle.
Do one of the following:
If it is a privately owned vehicle, click the Private button.
If it is a company owned vehicle, click the Company button.
Note: You will not be presented with the prompt if you are only creating a vehicle. It is assumed the vehicle is a private car and the record will be updated with a P. This is to ensure that blank fields are not created on the vehicle record in CRM.
The vehicle is created on the CRM database, and the vehicle is loaded onto the WIP.