The procedure to start a new CRM communication is as follows:
- Click on Start Communication. The New Communication window is displayed.
- Using the dynamic search facility, type in the first few characters of the contact or contact group to which the customer interaction relates
1.
- Highlight the row containing the exact record match or click on New Contact to create a completely new contact record, not previously held. This requisite step is covered separately in the topic To create a new contact via a CRM communication; once created, the new contact will be displayed in the Search Results summary table ready for selection. Alternatively, where the contact does not wish to be identified, activate the Anonymous tick box provided.
- Using the Company drop-down field, select the company to which the new customer interaction relates 2.
- Using the Method drop-down field, select the desired communication method appropriate to the customer interaction e.g. Letter, Email, Telephone, Home Visit, etc. 3. The associated Pre-Script information text, if any, is displayed.
- Enter the Location of the customer interaction into the field provided 4.
- Click on Save and Open. The Communication Detail window is displayed and the Start Communication button is toggled to Stop Communication, with the elapsed duration of the customer interaction displayed in real time underneath.
- Enter the Details of the customer interaction into the field provided.
- Click on New Case to initiate a fresh CRM case in response to the customer interaction. This requisite step mirrors that covered separately in the topic To create a new case for a CRM communication; proceed to step 11.
- Alternatively, click on Complete Communication to record the subject and root cause analysis for a Communication Subject Only or Advice Only customer interaction. This requisite step is covered separately in the topic To complete a CRM communication; proceed to step 12.
- Click on Stop Communication only when all information has been gathered and the live call suspended, ready for onward progression.
- Click on Close.
Note
1 The dynamic search field will automatically return all possible matches for both contacts and contact groups in the Search Results summary table.
2 Only those companies linked to the highlighted contact or contact group will be available for selection.
3 The Method drop-down field automatically reveals the default communication linked to the end user profile; hence it is only necessary to select an alternative if a different communication is being handled, or a default has not been specified for the active user.
4 This field is only activated in the instance where a location is pertinent to the selected CRM communication method and has been specified within the associated definition.
See related topics...
CRM communication management overview
To create a new CRM communication via a contact record
To create a new CRM communication for an open case
To create a new CRM communication method
To create a new case for a CRM communication
To complete a CRM communication
To create a new contact via a CRM communication
