In this video, I am going to provide you with a couple of quick examples of how utilize the new CRM or Customer Relationship Management tools within the Nexternal Order Management System.
In the first example scenario let’s say that I’m a customer service rep with the online retailer Firstfairway.com. I just took a call from a customer that wants to know if we intend to carry Oakley Jawbone sunglasses once they become available. So the first thing that I am going to do is document this conversation.
After logging into the Nexternal OMS and going to the customer’s section, I’ll do a quick search for the Customer by Last Name, I will then drill down on his customer record, and then record the activity. Now I told the customer that I believe this product will be available within a month and I will contact him as soon as I have any information from the manufacturer. I am sure to set a follow up date and assign myself to the owner of the account. I suspect I will have the pricing and availability info I need in 3 weeks so I’ll set the follow-up date to 21 days out.
Now, when I login 21 days from now and hit the Today button, his account will be listed amongst the customers I need to contact today. If I have the information I can call the customer with pricing and availability. If the item is still out of stock I can set another follow up date a few days ahead.
In the second example scenario let’s say that I’m a Sales Rep for FirstFairway.com. First Fairway just came out with their own line of putters and I am trying to get them into the hands of as many potential distributors as possible.
When I login to the OMS, the first thing I am going to do is hit my Today button. Once again these are distributor accounts that I have planned to call on today. I’ll click on the first account, scroll down and can see my activity history. I can see that last week he asked that I call back today, so I’ll go ahead and place the call.
During the call he mentions that he would like to commit to buying 10 of my putters, but first needs to generate a Purchase Order. He mentions that the PO Process takes about 3 days at his company. Again, I’ll record the activity and then add three business days to the follow up date. On my next call, I’ll be ready to actually place the order for this customer.
These are just a couple of examples on how you can utilize activities, owners, and follow-up dates. We are excited to see how you will use this feature update to help your business. If you have any questions on this topic feel free to contact us using the Nexternal Help Desk. You can also call us at 1-800-914-6161 or email us at firstname.lastname@example.org.