To create a Customer record, access CRM module and select the Customer icon. The ellipsis button should be selected to search the database to see if a Customer record already exists.
If there are no search results then select Create and select Customer
When creating a Customer record the following fields should always be populated:
- Title/Initials
- First name
- Surname
- Address (minimum street number and name (or PO Box), suburb, city)
- Preferred contact number
- Postcode
- Source of business
- Phone number (work, mobile and email address also if available)
- Stop all mail (If the customer does not want to receive any correspondence from the dealership)
Once all the details have been entered click on Save
Other fields to pay attention to on a Customer record are the Company link and the letter types for the two cost centers.
If the Customer works for a company that is also a customer at your dealership then they should be linked to that company record by selecting Customer Menu / Company.
Report 'K57 Incorrect Customer Records' will highlight any Customer records that are missing these fields. This report can be run manually on demand, or batched and scheduled to run after the end-of day on a pre-determined frequency.
Some other reports that can be used to aid in Customer file maintenance are 'K52 Duplicate Customer Report', 'K55 Transfer contact history' and 'K60 Customers without vehicles'.
The Duplicate Customer Report will report on any records with the same title-initials-surname, short name and first line of address.
The ‘Transfer contact history’ report should only be used when you are deleting a duplicate Customer record. It will move any contact history to the remaining Customer record so it will not be lost. If this report is not run, any contact history will be deleted when the Customer record is deleted.
The ‘Customers without vehicles’ report will show any Customers that have no vehicles linked. This is only of limited use as there are valid reasons for Customers to exist with no attached vehicles.