CRM Phase 2 - Flipbook - Page 195
STEP
PROCESS
STEP 5
Enter the following fields as required against the Detail tab.
Field
Description
Contact type
Enter a contact type code. This can be alpha/numeric.
If alpha is used then the code should be in upper case.
Group
A contact group can be defined for a group of contact type
codes, allowing these contacts to be grouped into a generic
classification for reporting purposes or advanced analysis.
This also allows for a breakdown of the contact codes within
the look-up when creating contact history.
Description
Enter a meaningful description using upper and lower case.
Type
Enter the type of this contact code i.e. 8N9ormal, 8C9omplaint or
C9S9I.
Strength 1-9
Assuming that a contact requires follow-up, the parameters
stored here determine when the follow-up will be done. For
example, if a contact has 6 days in the Medium to strong
strength and this is chosen when creating a contact the followup will default to 6 days from the actual contact date.
Contact sheet
inclusion
If a tick is present here the contact code will be included in
statistical analysis of contacts and follow-ups within the
Statistics facility in CRM. This allows for a breakdown of the
number of times the contact has been recorded in a given
period. A tick here will also allow for a contact sheet to be
printed if required.
Follow-up code
If this is a self-terminating contact then the follow-up code
should be 8XXX9. If a follow-up is to happen then enter the
relevant code by clicking on the Ellipsis button, e.g. 8TCO9.
Vehicle contact
Y/N
This will determine when recording a contact against a
customer, whether or not the contact record should also be
linked to a vehicle, therefore recording the vehicles Magic
(unique reference) number against the line of contact history.
Department
This field contains the cost centre/department for which the
contact code is valid. This can be left blank to be available for
all departments.
Courtesy call
Used in conjunction with Call centre management only.
Contact chain
Displays the possible follow on contacts
Creating a Contact Type Code
02.012.04.L1 9304E
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