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Customer/Supplier communications – maintaining a service level

Minder Notes: – a pivotal feature in maintaining service levels – document contact, events and activities.  They are automatic from email activity or manual related to employee activity. Notes attach to customers/suppliers, contacts, activities, NCRs(non-conformance reports) and transactions (quotes, sales orders, purchase orders, work orders etc). They can be diarised by the recorder for follow-up by the employee responsible.

 

Notes are also categorised to distinguish account collection activity from sales/promotional or transaction notes. As such they serve a communication roll and a-measure-of-activity roll. The latter enables Sales Management to graph customer contact activity by sales reps.

Support is provided for selective calendar integration by generating a calendar event from a note. Selective use would be for some forms of activity management (corporate or individual) such as NCRs.

 

E-msg: an SMTP email delivery messaging procedure that auto-populates an email, together with integrated system linkages, from a highlighted data-record in a list or an update display of a data record. An E-msg supports building message-text from procedurally based HTML text-templates to ensure ease of operation and consistency of customer event communication.

 

Email forms: an SMTP email procedure that auto-populates an email from a form, such as a quote, sales order, purchase, work order etc including a custom-set standard HTML message. It auto attaches: a pdf of the form; any product certification linked to an inventory item (sales order); any images and documentation  linked to an inventory item if flagged to do so; and any standard global or specific customer documentation required to accompany. Multiple email recipients are populated based on a customer’s form-dependent requirements. A contact note, containing the full message text, is written when the email is sent.

 

Standard Messages:  form-based HTML email-message text is custom set to ensure uniformity; it auto loads when auto-generating a form-based email message.

Standard Attachments:  A tiered structure of standard attachments aims to deliver quality assurance and meet customer requirements for their own QA requirements.

·         a form’s standard HTML message text supports attachments which will auto-attach to an email upon message load eg terms and conditions

·         a customer’s delivery address supports specific customer standard attachments which will auto-attach to an email

·         customer-based email recipients support specific standard attachments

Message Templates: create procedurally-based HTML templates for building email messages. Build a message in the email window from a template look-up. Each message template supports standard attachments. For example, an email acknowledging customer contact for an NCR might have form attachments to the standard message for customer completion or notes outlining your NCR procedure and follow-up.

Triggers:  generate an email contact record based on an event. A trigger supports standard attachments for each event. Some typical examples alerting selected staff when:

·         a customer first orders or is quoted in a product group or an item

·         inventory-items do not arrive as scheduled (eg an order part delivered can generate an event for the non-received goods)

·         ordered-in goods for a customer or a production work order do not arrive as scheduled

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