In this video, we walk you through the customer hold settings and how they apply to service requests. We demonstrate how to put a customer on hold and the alerts that will pop up when trying to process orders or service requests for that customer.
Managing Customer Holds in Service Requests
Key Steps
Access AR Aging:
Open the AR Aging module in the system.
Adjust Settings:
Uncheck the "Balance Due" option to view customers without outstanding balances.
Search for Customer:
Use the search function to locate the customer you wish to place on hold (e.g., "Kathy Hinkle").
Edit Customer Information:
Click the pencil icon next to the customer's name to edit their details.
Place Customer on Hold:
In the editing screen, check the "Hold" option.
Select the alert option:
Choose "Alert the user" to notify staff during service requests.
(Optional) Choose "Prevent writing orders" if applicable.
Save Changes:
Click "Save Changes" to apply the hold status to the customer.
Verify Hold Status:
Navigate to the Point of Sale (POS) module.
Click on "Service Requests" and select the location and customer (e.g., Kathy Hinkle).
Confirm that a message appears indicating the customer is on hold: "The customer is on hold. Please contact management before going any further."
Cautionary Notes
Ensure that the correct customer is selected before placing them on hold to avoid errors.
Always double-check the hold status after saving changes to confirm the action was successful.
Be aware of the implications of placing a customer on hold, and ensure that management is informed of any necessary follow-ups.
Tips for Efficiency
Familiarize yourself with the AR Aging and POS modules to navigate them quickly.
Create a checklist of customers who frequently require holds to streamline the process.
Maintain clear communication with management regarding the reasons for placing customers on hold to facilitate quicker resolutions.
Regularly review the list of customers on hold to ensure timely updates and removals as issues are resolved.