Customer Console 1 - Searching Customers and Creating Customer Records

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Searching Customers

To access the Customer Console, navigate to CRM > Find > Customer Console

The Customer Console will initially open blank. Once opened, you can search by adding a phone number and/or customer name in the Phone # and Caller ID Name fields at the top left of the screen, then hitting the Enter key or clicking the Search button. If you use the Ring Central interface, the search fields will auto-populate from information provided by Caller ID and initiate a search as soon as you answer a phone call.

When searching for a customer in the Customer Console, RIMSS will search all Business phones/names, Customer phones/names, and Customer Contact phones/names. You must enter data into at least one of the two available search fields to initiate a search.

RIMSS will search the phone number first. If multiple exact phone number matches are found, the system will popup a list of the matching customers. If a single exact match is found, the customer will populate.

If no match is found on the phone number, the system will then search the Caller ID Name following the same process.

The screenshot below illustrates a popup listing customers with matching phone numbers. You can verify which field found any matches by looking at the checkboxes to the right of the Phone # and Caller ID Name fields. RIMSS will check one of the boxes to indicate which field matched data in the customer records.

Once the customer is chosen, the Console will populate existing customer information automatically.

When a customer is populated on the console and you enter a new search or answer a new phone call, the existing customer record will automatically clear from the Console and any events will be automatically saved prior to populating the new customer record. There is a button to Clear Form that you can use if you want to clear the current customer from the Console without searching for a new customer.

Creating New Customers

If no customer record is found to match the input data, you will receive a message that will flash in red noting that There were no matches found for the phone number and/or caller name.

At this point, you can type new information into the search fields to search for the customer again. If those searches fail to find an existing customer record, you can create a new customer record by clicking on the button Create New Customer.

Clicking the Create New Customer button will initate the Quick Add Customer popup. Any information entered into the Phone # and the Caller ID Name fields will be auto-populated for you in the Quick Add Customer popup.

You can enter all available information in the popup and click Save to add the customer to RIMSS. Note that you have checkboxes that allow you to copy entered information for emailing documents, Primary Contacts, and Ship to Addresses. This simplifies entry when the information will be the same across these data fields.

Once you click Save, the system will populate the new customer on the console.

Creating New Customer Contacts

We added logic in the Phone # search to notify you if the Customer was found by name, but the phone number was not found in RIMSS. Phone number searches work more quickly than name searches, so this can speed up the responsiveness of future Console searches.

To create a new customer contact, you must first populate the correct customer on the Console.

In the example below, the customer was found using the Caller ID Name search, but there was no match on the phone number. RIMSS highlighted the Create Contact button with red font to indicate that you may want to add this new phone number as a Customer Contact.

The red font highlight on the Create Contact field does not need to be active in order to use this function.

Clicking on the Create Contact button will open the Contact Details popup. The phone number from the Phone # field will be automatically populated in the popup for you. You must include both a name and a phone number or email at a minimum to save the contact record. Enter any additional information available, then click OK to save the new Contact to the Customer Master Record.