VISION ERP – Training Guide

430-Create Case                                                                                                                                                                     Jan 15, 2018

 

When to open a Case

Cases are to be created for any communication with a customer that might need follow up or potential misunderstanding. Consider creating a Case unless it is for bill payment, scheduling, re-schedule or cancel a service or delivery call or sales.

Please open a case every Leak, complaint, compliment, donation request or report of a problem, Warranty, need to talk to a supervisor, service mgr., etc.

Primary Information

  1. Find Customer by entering Customer Name on global search.  Once in the customer file choose from the dropdown options (the paper with a +) press “Case”.  
  2. Make sure to be on Custom Form “DW Case Form”
  3. Enter all fields:  Subject - Title of problem; Case Issue – from dropdown; Reported by – how did we got to know about the issue; Assigned to – Who in the office is going to follow up with this case: Status – if needs to be passed to someone else then it is “Not Started” but if the CSR that took this information is going to take any action to resolve the issue than, it is “In Progress”.

 

Incident Information

  1. “Incident Date” and “Incident Time”– the system will default to the day and time which is being reported but if we it is a different date, it needs to be changed. It is the date the incident occurred that needs to be entered.
  2. “Product Line” - Kind of equipment that has the problem (if applicable).  

 

 

 

Communication

  1. “Message” – This is the field where we write what the problem or issue being reported. Write as much detail as possible for a better understanding of customer’s concerns.
  2. “Reply” – What we communicated with the customer.  There is also a box “Send to Customer” which is to be used to email the customer our notes on this “Case”, especially if there is a follow up to be done or a promise of action that is going to take place.        If it needs to be copied to any other employee than use “Copy Employees”.  There is a dropdown so that the right employee will be automatically notified.  The system will create an automatic email the chosen employee(s).  Note: this feature cannot be used until the branch is live.
  3. “Attach File” – if needed.

Escalation

  1. “Escalation Message” – This is message to the escalatee.  It is usually used if a leak can be claimed to the insurance company, customer requests to talk to someone else or if CSR feels that the case needs to be dealt by someone else, than themselves, such as office supervisor or Branch Mgr.
  2. “Escalatee” – To whom the case is being escalated to. Name can be chosen from the dropdown list.

 

Important: Make sure to change the “Status” to “Closed” once everything has been taken care.   

Any emails regarding the case, should be sent from the communication tab in the case so that the system can track all correspondence with the customer.  DO NOT USE OUTLOOK or GOOGLE.