CRM. Processes, Best Practices and Policies

Transcription

1 CRM Processes, Best Practices and Policies

2 Business Partner Searching: to avoid duplication, always search thoroughly before creating a new BP. Unique searches: narrow search results by using phone #, BP#, Adobe ID, case or order #, serial #, rather than name. Searching (by any criteria) only finds business partner. Once you ve confirmed a business partner, use the Interaction History tab to view and modify orders or cases. Use the Product Registrations tab to view products registered to that partner.

3 Business Partner Only minimal data is needed to create a business partner (either on Adobe Store or in CRM). Before creating any order (hard goods or contracts) be sure to update (and save) the business partner record to include a full mailing address or the order will contain errors. Anonymous BP should only be used when a customer refuses to identify themselves. In this case, you can only create a CS case (not an order or TS case)

4 Business Partner Person vs. Organization (Contracts) Create organization records only when creating Workgroup Contract orders. Workgroup Contracts are owned by the organization. Associate all business partners (person records) of those who are to be covered under that contract. First, associate BP records in the BP workspace. Next, add contacts in the Partners tab of the Contract Order itself. When removing contacts from a contract, do the same to the BP record. Entitlement looks at what product is on the contract, CTI pops the related BPs to the agent. They should be in synch so TS agents don t have to look at the contract.

5 Business Partner Person vs. Organization (Contracts) BP Workspace Contract Workspace -Search for Organization record -Search for Person records -Once you ve determined which exist and which don t, -Create the BPs that don t exist (remember: full address on org) -Select and Confirm the Organization record -Select the Relationships tab -Find or create and Associate the person records has contact person -Save the BP organization record -Create a new contract (or find existing from Interaction History) -On Products tab, add each product (serial #) to be covered -On the Partners tab, add an entry contact person for each person to be covered under the contract -Save the contract (release for billing if activating now)

6 Business Partner Organization vs. Person (Product Registration) When you search for Business Partners you may also find non-contract Organization records. These exist for 2 reasons: Tax Exempt Status Net 30 Terms customers (approved to pay for orders by purchase order) In this case, it s important to select the appropriate contact person when creating product registrations. The contact person selected will become the sold-to party. If the product is to be registered to the organization (not the person), be sure to confirm the organization, not the person. See main radio button selected in BP Window. Cases and orders created for Organizations will show up on Interaction History of both the organization record and the person record. Registrations, however, will only show up on the record under which is was registered (the sold-to party). Creating TS cases, correct record will have to be selected when determining Complimentary support based on product/installation issue. Contract determination: either Org or person can be confirmed

7 BP Relationships Create Relationship If Org is confirmed, add persons with relationship HAS contact person If Person is confirmed, add Orgs with relationship IS contact for

8 BP Relationships Searching: if searching by Relationship: To find a person (know the Org) Select IS contact person for and enter search criteria = Org name. Results would show contact/person results To find an Org (know the person) Select HAS contact person and enter search criteria = Person name. Results would show Organization results. The other relationship types are not valid

9 BP Entitlement/TS Warranty create TS case against person or org depending on which record has the registration Select/confirm person (BP Window only!) Select reg tab/go If no reg, copy org BP#, clear fields icon Search/confirm Org Select reg tab/go See reg create TS case (or the reverse of the above)

10 BP Entitlement/TS Contract create TS case to be entitled by contract System checks (Product/Solution Expert) Is there a contract on the record confirmed (would be on both the Org and contact records)? Is the product in the TS case on the contract? If yes to both, the TS case will drop to $0 and message covered by contract xx Can create TS case on either Org or Person (doesn t matter which has the actual registration) Agents would want to look at the contract to copy the reg number rather than the reg screen registration may or may not be on the record confirmed. The registration should be assumed to be there and valid if it s on the contract.

11 BP Entitlement/TS Workgroup, system checks Is contract on the record (org or person) confirmed?

12 Product Reg Should always select go before creating (to avoid confusion with possible errors) Before creating a TS case do registration/go Register product to Org for all orgs, net30, tax exempt. If status is changed after reg, should do transfer of licence and reg against org KW

13 CS Case CS Case is created for each interaction with a customer (like Wizard quick case) Registration: create registration, create (new) CS Case Orders: create order, create follow-on CS Case Entitlement: Create TS Case (route to TS), create follow-on CS Case to wrap up

14 TS Case Net value = $39: incident based paid support (TS must release for billing) Net value $39 changes with certain reason codes to $0 (free support) Net value $39 reason code doesn t change to $0 (i.e., pre-sales, no credit card captured, customer complaint), override price in Prices tab (add 100% discount)

15 TS Case TS case already billed. Customer calls back to request refund (customer satisfaction issue). Open TS Case, Create follow-on CS Case, set Status to transferred to Item Processing add case notes, save. IP works on refund offline. -or- Add TS Case notes & transfer call to Customer Service call queue (screen pops w/ts Case open when CS answers call). CS creates followon CS Case, transfers to Item Processing.

16 TS Case Policy is for TS agents to update dot versions and version changes of registered products. They should first update the registration (registration tab) for permanent record Then they should add reg# to case. The updated info should populate then in the case from the reg. rather than just updating version on case (won t perpetuate to later cases)

17 Activities Monitor vs. Workflow Activities Monitor: create a case with a planned activity date in the future (like a sticky note) or search on open cases Self: reminder to work on later (i.e., call back, check on status of outstanding issue, etc.) Scheduled date determines when they should be worked on Workflow: create a case and assign it to someone else (like putting a customer s file folder on someone else s desk or in a group inbox) Transfer case to another group or escalate to supervisor to work on (escalations to L2, L3, de-escalations back to L2, L1; transfer to Item Processing) SLAs determine how soon they should be worked on based on priority

18 Return HG Process Find/Confirm BP View Interaction History Select/open HG Order Check for charge backs, previous returns Create follow-on Return Order View Product Registrations (if not registered, register) cancel registration, end warranty View Contract Order (on contract) Remove product from contract Create follow-on CS Case to record interaction

19 Cancel ESD Process Find/Confirm BP View Interaction History Select/open ESD (Web) Order Check for charge backs, previous returns, credit auth. Create follow-on Credit Memo Use Action Box to Disable Download View Product Registrations Cancel registration, end warranty View Contract Order (on contract) Remove product from contract Create follow-on CS Case to record interaction

20 Contract Adding people (>3) after contract released, open original contract order, do follow-on Order add (additional seat) sku quantity = # of people >3 on contract (including sold-to person) If cross-sold with hard good, need to create hard good order (enter credit card#), create contract (enter credit card# again) 2 separate transactions 1 CS Case

21 Orders If creating an order paid by PO, refer to Shazam document (current, may want to cover in CRM launch training) create order, do not enter payment info, save (doesn t go to R/3) create follow-on CS case awaiting customer action. When IP gets PO, open order, enter PO in Ext Ref Field and save goes to R/3. If they want to pay by PO and aren t Net30, create CS case, refer to IP to set up. THEN after set up, create the order & follow above steps

22 Orders Before creating an order be SURE the address is completely filled out see required fields in BP (*). If you don t do this first, you will get errors in the order and it will not be able to be processed Before generating any Scheduled Activity (sending confirmations, transfer of ownership form, etc.) be sure is updated in BP record

23 Contracts Before contract is released, can change anything After released, cannot change anything financially without creating a follow-on contract Add BPs to WG >3 (additional charge SKU) Renewals Upgrades

24 TS Policy changes BP on the phone must match BP in screen pop (person or contact on org) If BP not matched, immediately transfer to CS for entitlement Do not register new products transfer to CS No payment information (if no payment in case, no contract, override price by exception) Can t create BP records Create TS case against where entitlement falls (see next slide)

25 TS Case Entitlement cont d 1. Confirm BP (Org or Contact for Org) 2. Select Registrations tab & go 3. If registration exists, continue 4. Else, copy BP # 5. Select reset all fields button (not End Contact which will hang up call) 6. Search for BP by BP# (copied) and confirm the other (if previous was org, confirm contact or vice versa) 7. Repeat If no registration on either, entitlement should have failed and you should not have received call. If you did (i.e., CTI down), transfer to CS 9. Else, copy registration #, paste into case and continue 10. Case will determine entitlement (either $39, free or contract free) 11. If no credit card entered (i.e., customer wants support for something not on their contract and selected different product to get entitled through CTI), transfer to CS

26 TS Case Entitlement Contract customer entitled to support based on owning a contract Confirm if the contract resides on the Org record or the person record. PE and SE, if they are related to an org, and the org has additional related BPs, contract will only entitle the person who is the sold-to contact person when contract is created. Contract should show up in Interaction History for both the Org and Person. TS case should reflect contract # for either. Registration can be on either record.