Customer dashboard

The ‘Customer Dashboard’ encompasses a wide range of tasks that relate specifically to customers and associated functions. The dashboard has been designed to group all customer related functions in view and easy to select with minimum navigation, in contradiction of this initially hidden sub options and groups exist for:

customer search

Two primary functions exist to find customer details:

Quick Search

Select customers via the entry of a single field entry that might be entered as:

Post Code

Telephone number

Full or partial name

Accounts Code

Delivery Point Code

Detailed Search

This is a dedicated function from the ribbon control that allows the entry of a single field:

  • Delivery Point Post Code
  • Account Post Code
  • Account Code
  • Delivery Code
  • Customer Name
  • Delivery Address
  • Account Address
  • Telephone Number

These may be combined in a more detailed search where a number of these may be entered to narrow down the search criterion

customer details

Detailed multi-tab displays will be presented showing all details of the selected customer level; Account, delivery point or equipment.

Each of these elements have their own associated data elements that can be viewed via the multi tab forms that will contain:

Customers

  • Detailed customer attributes, 
  • Delivery address details & attributes
  • Pricing details
  • Order history listing with drill down
  • Complaints listing with drill-down
  • Equipment listings with service & billing detail
  • Standing Orders
  • Service visit detail with drill-down
  • Notes
  • Documents
  • Audit changes

Delivery Points

  • Detailed delivery point attributes, 
  • Pricing details
  • Order history listing with drill down
  • Complaints listing with drill-down
  • Equipment listings with service & billing detail
  • Standing Orders
  • Service visit detail with drill-down
  • Notes
  • Documents
  • Audit changes

Equipment

  • Detailed equipment attributes, 
  • Service details with drill down
  • Equipment activity & movements

customer activity grid

This Grid will hold with drill-down all customer related activity associated with the level of the customer selected from the search results in chronological order.

Such activity will include:

  • Invoices
  • Orders
  • Notes
  • Audit Activity
  • Details of Call Back
  • Documents
  • Complaints

With the ability to toggle specific activity types on or off.

new customer wizard

The presence of this function will depend on which of the applications is designated as holding the master customer list. If for example this was CoolLogic CRM then there would need to be an interface to replicate the creation in the e-commerce and other integrated systems that hold the customer account details.

If used in CoolLogic then this wizard will guide the user through all elements of the data required and include automatic post code searching and geo coding of addresses for routing & visualisation on a map.

amend customer details

The presence of this function will also depend on which of the applications is designated as holding the master customer list. If for example this was CoolLogic CRM then there would need to be an interface to replicate the customer data amendments in the e-commerce and other integrated systems that hold the customer account details.

delivery address details

The presence of this function will also depend on which of the applications is designated as holding the master customer list. If for example this was CoolLogic CRM then there would need to be an interface to replicate the customer delivery point data creations and amendments in the e-commerce and other integrated systems that hold the customer delivery account details.

special prices

If available and accessible from the third party system that holds the pricing this function would show any special price details attributed to the selected customer by product. This might also be used to maintain these prices if required and if an integration path and API is available to the ordering system that currently utilises the prices.

standing orders

If available and accessible from the third party system that holds the standing orders data, this function would show any standing order details attributed to the selected customer/delivery point. This might also be used to maintain these standing orders if required and if an integration path and API is available to the ordering system that currently utilises the standing orders.

customer equipment

If applicable, available and accessible from the third party system that holds the customer data, this function would show any equipment related details installed with the selected customer/delivery point.

If the existing third party systems do not store or maintain the equipment details then the CoolLogic CRM may be used for this as an internal function that will be the master store for equipment invoicing, service and monitoring. The equipment details would traditionally hold the key equipment attributes, customer owned status, rental details servicing details etc.

add equipment

If applicable and the equipment detail is to be maintained in CoolLogic CRM then this wizard style form guides the user through the various stages of data entry that includes:

  • Equipment detail
  • Rental details
  • Service details
  • Etc.

equipment diagram

If the equipment detail is to be maintained in CoolLogic CRM then this facility provides a graphical hierarchy of the customers, delivery points and equipment with service due and overdue notices in an easy to view visual diagram.

customer notes

Facilities exist at all stages of the CoolLogic CRM customer relation functions to view or add notes. When the note taking function is selected, new notes may be taken that will be stamped with user code and time stamp and any existing notes may be view in chronological order.

call backs

Facilities exist within CoolLogic CRM for the automated notification of either user initiated or system generated events. These events include the facility to record a call back request at a certain date and time. When this date and time arrives a pop-up dialog is presented to the target user for their response.

Statements

Although this is traditionally a financial system function, integration to any third party accounting system allows the statement data to be collected in real-time and available for enquiry in the CoolLogic CRM without having tp have a separate connection to any third party system.

new complaint

This function allows the quick entry of complaint details from the selected customer, more details can be found later in the complaint system section.

feed back

This function allows the quick entry of customer feedback details from the selected customer, more details can be found later in the feedback system section.

log service call request

If to be included and applicable this function allows the quick entry of customer equipment service call requests from the selected customer, more details can be found later in the service Call Monitoring system section.

end of contract equipment collection

If to be included and applicable this function allows the quick entry of customer equipment service call requests from the selected customer, more details can be found later in the service Call Monitoring system section.

equipment actions

If to be included this function allows the raising of equipment action jobs for the interface to the mobile operative system or for printing if a paper based system is to be used. Such functions will include:

  • Installations
  • Collections
  • Exchange
  • Repairs
  • Ad-hoc services

supporting elements

Many of the functions in the customer dashboard have coded and free format type entries, where coded elements are required for extract and reporting purposes they are all maintainable by the user via these supporting elements.

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