Real-time Marketing of Additional Services to a Customer
The following business process flow illustrates how the sales and marketing functionality would be used to market additional services to existing customers when they call in.
The following points describe the steps in this business process:
- When you find the customer's record on Control Central - Main, you are automatically transferred to the Account Information portal. One of the zones on this page contains the campaigns that can be offered to the customer.
Note: The "potential campaigns" zone only appears if the CSR has modified
their preferences to display this zone.
- If you select a campaign from this zone, you are transferred to the Order transaction.
Note: An order's campaign controls whether the Main or Questions & Misc Fields tab is initially displayed when
the order transaction is invoked from this zone. For example, you
might want to have the Main tab displayed if you want the order-taker
to confirm the customer's demographic information before posing questions.
Alternatively, you may want to skip this step and immediately present
the order-taker with the campaign's questions. Keep in mind that the
user can always display the other tab regardless of what is initially
displayed.
- You then process the order as described above.
Note:
An easy way to create one-time charges.
The above business process illustrates how the selection
of a package will create one or more new contracts for a customer.
If your organization levies one-time charges (e.g., tree trimming
charges, damage assessments, etc.), you can also use the order transaction
to create both a "one-time charge" contract and create the related
billable charge when the order is completed. To do this, setup a campaign
with a separate package for each possible one-time charge. If an order
is created for this type of campaign and the relevant package is selected,
the system will setup the new billable charge contract and link the
billable charge to it. Refer to An Easier Way To Create One Time Charges for an example of
such a campaign.