Understanding Customer Contacts
On the Customer Master Maintenance home screen, choose Contacts from the bottom menu by either using your arrows or hitting “C”.
Now you will see a list of all contacts that have been added to the account. If this is a brand new account, you may only see ONLINE LOGIN as one of the contacts. In order to add a new contact, follow these steps. Select any contact.
Each contact is assigned one or more two letter codes, called the Contact Type, line 1. Every customer will have specific people within their business who may need unique information. For example, the Executive Chef may receive Order Confirmations, Invoices and Marketing Materials but the Accountant only needs Statements. This is where you can input and differentiate these contacts.
First, we’ll add a new contact. Once you have selected one of the current contacts, type “A” for ADD then Enter.
Here’s an explanation of what the different contact types are.
CC – Chief Contact Zendesk – When a contact also has the type, CF, Zendesk will consider this contact first if a duplicate number or email is detected in Zendesk.
CF – Ordering & Business Contact – When a contact has this type included, the information (name, phone number(s) and email address) will be imported into Zendesk.
ED – EDI Contact – A contact who would be the best person to speak to about any EDI issues.
IV – Invoice Contact – a contact tagged IV will receive an emailed copy of their invoice once it has been signed on the driver phone app
MK – Marketing – a contact tagged MK will receive email marketing (for instance: market reports, vendor and product spotlights, holiday delivery schedules, etc.)
OC – Web Order Confirmation – This contact will receive an email once a web order has been placed. This contact will also receive an email notification if an item has been shorted from their order.
OL – Online Login – This contact is enabled with a login and password to order via the web or app. If a customer wants to be able to order online, then they must have this contact type. If you have an email address on the OL, then PPro will send a notification for things like missing cut off or didn’t complete the check out process.
PR – Pricing and Order Guide – Adding PL on line 23 of the Customer Master Maintenance home screen makes sure price lists are emailed automatically. You have to also have the contact type PR on the contact you want the price list to go to.
ST – A/R (Accounts Receivable) Statements – This contact will receive statements. Please get with the accounting department to get these set up correctly.
Contact type VS is not used with customers.
Now back to creating a new contact. For this exercise, let’s input an Executive Chef. Joe Chef will be receiving invoices and marketing materials and is the contact for Zendesk. When you are in “Types”, you can hit “S” enter to search for your options. Once you have finished entering the types, hit enter and you will be taken to the next field.
Enter in the appropriate fields. Title, email and phone numbers are very important for WOW Center contact.
A word about entering phone numbers:
Up to 5 phone numbers can be inputted for each contact. These are housed in lines 12 – 15. Enter the type of phone (H) Home, (W) Work, (C) Cell, (F)Fax in the first box.
Add the phone number, area code included, without a 1 in front of the area code. You can add dashes, but they are not necessary. For example, (502)555-5555 can be entered 5025555555. Just be sure not to put a 1 in front of the number. The next box has a spot for an extension, if needed. The last box has a box for whether the phone is a text enabled cell phone. Please place a Y or N in that box.
On line 19, please indicate the customer’s preferred phone number for contact. For this example, the customer prefers to be texted first and then the work number called. I have entered T1 (1 referring to the first phone number in the contact) and C2 (to indicate to call the second number.
Enter through until you get to the screen with the web login id and web password. If this contact will be using the web/app to place orders, please create a login for them using their email address and create a password. The password can be changed by the customer once they log in.