Customer Console 2 - Reviewing Available Customer Information
Quickly jump to a specific section of this document by using the following quick-access links:
Service/Rental Appointments Tab
To access the Customer Console, navigate to CRM > Find > Customer Console
After populating a Customer in the Customer Console, you have immediate access to detailed information about the customer to include:
Name, Address, Payment Terms, Customer ID, Available Balance, Credit Limit, and Salesman
To review additional detailed information on the Customer Master, you can click on the button labeled "Open Customer Master" to open the Customer Master in a separate tab.
Customer Notes
On the left side of the screen is a flyout that will display Customer Notes saved to the Customer Master that is populated on the Console. There will be a yellow triangle to notify you if there are any auto-display notes and a number indicating how many notes are saved to the customer. Click or hover over the words "Customer Notes" to display the information. If you want the Customer Notes flyout to be always visible, you can click on the Pin at the top right of the section to pin the information on the screen. Clicking on the pin a second time will cause the section to collapse to the left.
To add a New Customer Note, click on the Add Note button at the top of the Customer Notes list.
Once this area is visible, you can hover over the right-side border of the report and click to drag the width on the screen. RIMSS will remember this setting each time you open the Customer Notes area.
Event Tab
The separate areas in this tab can be adjusted for height and width by clicking on the separator bars and dragging them until you achieve the desired result.
- Event Area
You can populate a blank event in this area to be completed during the communications with the customer. We will go over this functionality in a different document.
- Customer Document History for the pre-defined date range
You can refine your search by using the post-fetch filters of fields available in column chooser. Double click on any line item to open the underlying document. This is especially helpful in locating recently opened Sales Orders, Repair Orders, or other documents that a customer is inquiring about.
The system will remember your chosen date range for future customer searches. You can double click to open any documents shown in the list.
- CRM Event History for the pre-defined date range
Any CRM events created for this customer will populate in the Event History area. This list will pull all Events for the pre-defined date range PLUS all Events with a status of OPEN even if they are outside of the date range.
You can double click to open any events shown in the list. Right-click on an event to open that event directly in the Console or to change the status of that event to Closed.
Call History Tab
Data will populate in this box only if you utilize the Telephony or Ring Central interface. The call history will include phone calls to and from phone numbers that exist on the Customer or Customer Contact records of the Customer that is populated at the top of the screen. These phone calls must have initiated a customer search in the Customer Console to be logged. You can set a pre-defined Period or date range for pulling the call history.
Service/Rental Appointments Tab
All Service Calendar appointments will populate in this list according to the dates pulled. This report is informational only and there is no option to open the appointments on the calendar from the report. You may set a pre-defined Period for pulling appointments.
Rental Calendar appointments will be added to this report in a future software release.
Contact Data Tab
All addresses, phone numbers, email addresses, and ship to addresses will populate on this tab. You can review and verify this information, but you must open the customer master to edit existing contact data.
If you have Outlook configured correctly on your computer, you can right click on an email address to initiate an email to the customer in Outlook.
If you have the Ring Central Interface configured correctly on your server, you can right click on a phone number and initiate a call to the customer through the Ring Central application. To initiate a phone call through the interface you follow the following process:
- Right-click on the phone number and choose the option to Call Phone Number
- Ring Central will initate a call to your configured Ring Central phone number. You will need to answer this call.
- Ring Central will then initiate the phone call to the number you selected in step 1.
Wholegoods Tab
The Wholegoods Tab of the Console will show detailed information about all wholegoods that have been added to RIMSS that are owned by the customer. There is an option at the top left of the screen to Add a new customer owned wholegood to this list.
You can right-click on any of the wholegood lines to open a sub-menu of actions that you can take that will utilize the customer and the specific wholegood. We will review the functionality of these items in a different document.
Transaction Details Tab
The Transaction Details Tab is a line-item level report of this customer's sales history with your dealership. On this tab, you can search sales history using filters for Date Range, Location, Doc Type, Doc Status, Line Type, Salesman, PO#, Invoice/Doc#, Item #, or Serial Number. You can double click on any line item to open the underlying document.
