We are driving our frontline people and call centres to make sure that they are verifying the Customers contact details regularly (Big gap for us currently). At the moment its a bit clunky for users to go through the requests to identify when a record was last updated. Our customers do not want to be asked to verify their information at every call / touchpoint.
We would like to have an indicator / traffic light type function added to the Customers account and contact information, where each element of the contact information shown will be highlighted in a different color if that field has not been updated in the last 6 months. The users then need to be able quickly flag it as verified and the indicator is then reset for another 6 months (also resets if an updated request is processed).
Greg Chard
Hi Hector, thanks for reaching out.
It would be preferable to use AX / ERP last update data that way it would factor in updates that come from other sources. Even though we are trying to push the vast majority of changes through Saleslink, the ERP is still the source of truth for Customer, Influcencer and equipment master data.
For the Customer information tracking, I think it would be reasonable to follow the process you have suggested, having the division info an acceptable update to reset the flag.
I think the visual indicator on the customer info pages would be our main priority. Its all about making it easier for the frontline teams and hopefully triggering a further discussion with the Customer while them have them on the phone etc.
We can already extract the information in bulk using reporting, but is not really what we are trying to achieve here.
Hope that makes sense, happy to get on a call to discuss.
I do believe this would be of benefit for all dealers as we look for ways to improve our data quality, especially around Customer, Influencer and equipment popoulations.
Cheers
Hi Greg. We've been reviewing this idea and have a few questions:
Would we get the data from the last request for this influencer/customer, or from AX's last update?
Which sections would we track, eg. would there be separate tracking for each request type?
so, if the customer division info was updated, has the customer info been update?
We could see this not being followed, seems like a report would be required as well. Perhaps would be better to have field on advanced search for influencer and customer, last updated date?
Thoughts?