Page 345 - Training 2019

CREATING A NEW CUSTOMER SPECIFIC TASK:
You will see the above window open which is linked to this specific customer. From this screen, we can create a new task
which is specific to the customer and linked to a person who is responsible for the task. You can also link the task to a
specific contact person if you have multiple customer contacts.

We have setup standard tasks which can be used. This list is not cast in stone and will change from time to time depending
on our requirements. Each task also has a default follow up period depending on the specific task. This predefined follow
up period can be altered should the circumstances warrant it (i.e. a customer has promised to make payment by a specific
date, etc.).

Now, let’s start inserting information into the task:
- You can link a specific task to a specific contact created – this is useful when the accounts department needs to
create a task specific to their needs and the TSC needs to create a task with the Maintenance Manager instead of
the normal buyer, etc.;
- From the “Link to Contact” block, select the relevant contact if the default contact is incorrect;
- From the “Activity Type” block, select the relevant task from the list. The activity types have been grouped by the
relevant department and will expand as additional tasks are added;
- When you select the relevant task, you will be prompted to reset the activity days based on the default settings –
click “Yes”;
- The entry date will default to the current date, but this can be altered should you need to enter another date;
- Next, you need to enter a subject for this note. When using the “debt collecting” task, the subject should be “Debt
Collecting”, or when using the “Calling on customers” task, use this as your subject. Please use the same format
for all entries. Remember, our standard terms are 30 days (except the odd 60-day customer), therefore,
you will always be collecting money for the previous month;
- Next, you will select the relevant person who is responsible for this task. You can assign this task to anyone listed
in the dropdown menu;
- If you are assigning a task to someone other than yourself – please send them a notification via email that you
have assigned a task to them and that a response is required;
- CRM has the ability to create 3 types of notes – by default, the majority of notes will just be “Standard Note” which
remains in CRM but you also have the ability to create a Word document or an email from this note. Please ensure
that only standard notes are used for tasks, email implementation will be rolled out at a later stage.
- Once you have selected the type of note, you can then set a reminder for the task, which will appear on your
screen on the relevant day at the specified time (so plan ahead, do not set the reminder for 09:00 when this is
your busiest period)
- The next step is to create the body of the note – you can enter any information in this bottom block that you may
need in future. You do not have to create spaces in the information as the text will automatically “wrap” at the end
of the line. However, please bear in mind that this information is visible to all parties who might require access to
this specific customer. Therefore, it is imperative that you keep your notes professional and record accurate
information as we may need to rely on this information at a later stage.
- The following guidelines are applicable to entering in any data:
o Always start a new note by using the “Add User Time Stamp” button, this will add the current user, the
person assigned to the task and the date and time applicable;
o If you are entering information subsequently after using the time stamp for the first time, create a space
and start typing your new date (e.g. “10/04/2017 – “)
o When creating the data, always clearly indicate names of individuals – i.e. “Carmen to contact Ashika for
clarification”;
o Please refrain from using adverbs (e.g. today, tomorrow, next week, etc.) and rather use specific dates
instead of the days of the week, etc. (e.g. follow up with customer on 16/03/2017);
o Always include all of the relevant information and avoid using emotive and accusative language – report
only on the facts – this way where a customer denies the request or promise, we have documented proof
of the conversation, etc.;
o When using the “Calling on customers” task, please ensure that you detail all conversations and events
from each visit, please see below examples of the type of information that is required. It is imperative that
you provide as much information as possible;
o When assigning the task to another user, please use the time stamp and indicate that “Person “A” has
assigned the task to person “B” for the following reasons…”;
o Once the relevant activity has been completed, please ensure that you go back into the task and close off
the activity (also indicate as such at the bottom of the last note).
- Finally, the last two tabs allow you to attach particular documentation (supporting documentation or relevant emails
from customer/sales rep, etc.) and to add the task to a specific inventory item (not used as yet – this will be
implemented once we start tracking credit notes and the reason therefore)

CRM TRAINING MANUAL 10

Updated - 08 October 2018