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Anytime a customer makes contact with your company or contact is made with the customer a contact can be added to their record. Contacts can be added in mass through Customer Management (CRM) but in this example a contact will be added for an individual customer. Select the button Add Contacts for this customer. The items outlined in red below are the only required fields for adding a contact.
Contact codes are set up by your company so they may be very general or very specific. For this example, the customer called in to tell us that they did not receive their club shipment. So not only am I going to enter the contact, I am also going to add a follow up to confirm that the costumer receives their shipment in a few days. If necessary to change the date, select the Date/time button first to open up the Contact Date field, if not the system will default to the exact date and time that the Add contact button is selected. See screenshot below for an example contact for a customer that did not receive a club shipment.
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For the Follow-Up, a new feature will be added soon to add the email of the AMS user who will receive an email notification to follow up with the customer. When the follow up is created, a box will pop up to fill out the information for the contact. New screenshots will be added to the documentation when the program is released. |
To add the follow up reminder, fill out the necessary fields below and then select reminder. A new box will pop up to set the date and assign the contact to an AMS clerk or user.
To set up the reminder, the date has to be at least 1 day in the future. In order to assign the follow up to an AMS clerk or user, there has to be an email on file for that person. If you choose a user with no email address, the email address can be added to their user name in the MCI menu (see screenshot below). If you choose a clerk with no email address, the email address can be added to the clerk ID in the Maintain Clerk Master File (MCL).
Since the customer also changed their address when they called in, I will create another contact for the changed address.
The contact now appears in the customer snapshot. Note that the DID NOT GET SHIPMENT contact has a (MORE) in the Status/Comment column, this is to let the clerk know that there are notes for this contact.
To View or edit the contact detail, double click on the contact or highlight it and select the View selected Contact or Edit selected Contact
Maintain Notes
Maintain notes is a place to add notes in free form to a customer, it is not searchable through Customer Management (CRM). Though you can run the Print customer master report (PSCUM.PCM) to see the notes on a customer record. The tasting room clerk can see the notes added here if they are looking up a customer in Cash Register (TCH).
Customer look up in Cash Register (TCH)
Print Customer Master Report to print out comments on Page 1 of the customer record (Customer Maintenance (Page 1) or the Notes on a customer record. On the sort statement, the Comments is for the Page 1 comments on the customer record and the MORECOMMENTS is for the notes on a customer record. For more information on running reports in AMS, see DTC Reporting.
Maintain Shipping Addresses
To add shipping addresses to a customer profile, select Maintain Ship-to information. This will not change the shipping address on the customer record, it only adds addresses.
On the screen below you can delete ship to address, add new ones by cloning the customer billing address or shipping address, clone or edit the highlighted address or add a new address from scratch. The idea behind cloning addresses is that the names or city, state might be the same for the new address you are creating and only the street address needs to change so it's less data entry
If necessary to edit an order for a customer, double click on the order or highlight the order and select Edit orders for this customer. This will take you in to the Cash Register (TCH) menu to edit the order.
Internet Credentials
This is where the username and password is stored for a customer when using the AMS web cart. Usernames and passwords can be generated for new customers in mass, see Initialize Internet UsernamesUsername and Password (Internet Shopping Cart Username) or they can be added or modified individually through the customer record.
Send an Email to customer
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This button is for any ship to address that have been added to the customer record. A ship to address can be added to the customer record through the Maintain ship to information button, the Cash Register (TCH) menu, and the Wine club page when overriding the shipping address for a wine club shipment, see Adding a Temporary Ship to Address for a Club Shipment.
Notice, two of the ship to addresses have the same address but different shipping codes. One address is for ground shipping to the 4415 Sonoma Hwy address and the other address is a will call. So if the customer calls in to place an order and intends to pick up the wine at the winery, when creating an order for it is easy to see the appropriate Ship to address to choose. When the Will Call address is chosen, the WC shipping code will populate in the order so that the order is not shipped and the customer is not charged for shipping. The description is entered by the user so your company might have a naming convention for the Ship to descriptions. If Cloning the billing or shipping address and making modificaitons modifications to it, the description from the address cloned will also clone, be sure to change the description so that multiple ship to addresses do not have the same description.
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The customer summary gives the user/tasting room clerk a snapshot of the customer's pertinent information ie. contact information, customer notes, sales totals, products purchased, wine club history, and important contacts. Important contacts are all inbound contacts or outbound via phone
This screen is also available in Cash Register (TCH) when the Bill to Customer is selected.
