We're looking at the customer service dashboard.
Pivotal in customer service is contact management.
The Contact Management module in Syspro allows
me to define organizations in various ways.
We have our existing debtors and existing creditors as organizations.
And then we also have the concept of an account.
An account may be a prospect and may also be a prospective supplier.
And really from here,
we can go and create them as a supplier or a customer.
If I look a little bit deeper into this particular organization,
I can list all the defining characteristics
of a particular debtor or creditor.
As well as listing contacts against this particular account.
The contact management module allows me to have
a very detailed definition of multiple individuals
that I'm engaging with at a particular account,
debtor,
or supplier.
James Paddington,
in this example,
has had various interactions with us
and different types of interactions,
emails,
calls,
and meetings.
As a note,
the email integration is available only if
using Office 365 with an exchange email server.
I then have a detailed view of these activities.
And these activities can be managed,
as far as whether they need to be followed up.
The priorities against this particular activity.
I can also place attachments on this activity,
invite attendees to meetings,
and make notes.
The contact management allows me to define
this level of detail against these accounts.
And it really starts making sense when I have reps
on the road using our Espresso mobile applications.
And they can go and access
the Customer Workbench application.
From the Customer Workbench,
they can see these very same contacts.
They can go and look at the contact in a little bit
more detail around who they are in the organization.
As well as those very same activities that we've
previously viewed against this particular contact.
They can also see activities across all
contacts in this entire organization.
So be it James and Louise,
we can see all the interactions that we've had with all the contacts.
Obviously,
all the financial information is
also available on outstanding orders.
And a statement is also available to
view current and overdue invoices.
As a subset of the Contact Management module,
we have a customer complaints ticketing system where
a customer complaint can be logged on the system.
And we can take those complaints and we can workflow them.
We can see some details against them.
We can also go and look at possible sources of the complaint,
whether that's a sales order or an invoice.
In this view here,
I could get a good idea of what's
really happened with this complaint.
The date it was created, when it was assigned,
the follow-up interactions with the customer.
And where that complaint is currently residing.
I can attach documentation onto this particular complaint
and then do follow-ups on how long these activities have
taken the elapsed time against these particular activities.
And I can manage the workflow around this particular complaint.
Those are some of the main features that are
available in the Contact management Module.
Thank you very much.