SOP: Customer Inquiry Management in RPS
Objective
To effectively manage customer inquiries in the RPS system, providing easy access to customer information and enabling efficient customer service.
Key Steps
Accessing Customer Inquiry List:
Open the menu in RPS.
Select "Customer Inquiry" from the menu.
View the list of customers in the customer inquiry database.
Filtering and Searching Customers:
Use advanced filters to narrow down customers by type, order creation date, tax exemption status, open AR deposit, balance, alerts, and more.
Utilize the search bar to search by name, address, email, city, state, zip code, phone, ID number, reference number, or tax.
Customer Details and Actions:
Click on the expand button to view more information about a specific customer.
Access customer history, notes, merge feature, edit options, and delete feature.
Use merge instead of delete to consolidate customer data.
Customer Information Tabs:
Explore different tabs like activity, quotes, open orders, sales, payment log, notes, serial number inventory, service history, contracts, ship-tos, files, and work orders.
Review and manage customer interactions, orders, payments, service requests, contracts, deliveries, uploaded files, and work orders.
Cautionary Notes
Avoid using the delete feature unless necessary, as merging customers is recommended to maintain data integrity.
Ensure AR balances are cleared before merging customers with outstanding balances.
Exercise caution when editing customer information to prevent data errors.
Tips for Efficiency
Keep the search bar set to "all" for easy access to customer data.
Use the advanced filters and search options to quickly locate specific customers.
Regularly update customer notes and alerts for effective communication within the team.
Utilize the tabs in the customer inquiry area to efficiently manage all aspects of customer interactions in one place.