Enquiries can come from your organisation's website, phone or email.
When a customer submits a 'Contact Us' form a enquiry record will automatically be created in The Edge Platform containing all the information they provided.
For phone enquiries staff will be required to create a New Enquiry record.
For email enquiries we recommend that these customers are directed to use your organisation's website or they are treated like a phone enquiry. This is considered Best Practise as it ensures that all the information provided is registered in the platform and can be access by other staff members if required.
NOTE: Enquiries are for new customers or existing customers enquiring about a new opportunity/sale or to update information. Cases are for existing customers that have already received a product/service and have an issue that needs to be resolved eg. a faulty product.
Enquiries Hub
To view, update and create an Enquiry go to the Enquiries Hub in the Navigation menu.
You can search this grid to find a specific record or filter based on the Status of the Enquiry eg. New.
Phone Enquiries
For Phone Enquiries:
- First do a global search to see if they are an existing customer
- If they are not you will need to create an enquiry by selecting the 'New Enquiry' button at the top left of the Enquiries page.
Notification of New Enquiry
Within the Account Record the Admin will select who is initially assigned a New Enquiry (a default person). They will get a chatter @mention to notify them that there has been a new enquiry. This person eg. Admin or Manager can then reassign the enquiry accordingly by changing the owner of the record.
Organise Tasks and Events
The person responsible for the Enquiry can then create a task or event to follow up and contact the individual to discuss the nature of their enquiry.
Go to the 'Update Tasks' or 'Update Events' and select 'New Activity' to create an event or task.
NOTE: A meeting would be a New Event.
These Activities once created will appear in the Activity TAB of the record.
NOTE: Your tasks and events can also be found on the Home page.
Notes
Within the Enquiry record you can add notes to provide more detail on your conversations with the enquirer.
Move Enquiry to Contacted Stage
Once the Task and/or Event has been actioned and the individual has been contacted it is important to update the Guided Process to the Contacted Stage by selecting 'Mark Status as Complete'.
At this stage the Enquiry can be moved to Not Proceeding if there is no further action required.
Link to Existing Customer.
If when contacting the enquirer it is found that they are already an existing customer you should link this Enquiry to their Customer Account.
Go to the 'Enquiry > Customer' tab and follow the prompts.
Here you will be able to update information, review and link this enquiry to their existing record.
Create a New Customer Contact
This same process will also give you the opportunity to create a new customer contact record if they are NOT an existing customer.
Then once the Customer Account and Contact records have been created you can choose to go to those records or Create an Opportunity.
NOTE: In some instances there will be no need to create an Opportunity from the enquiry eg. Your current supplier calling about a new product they are offering.
Enquiry > Opp
If you want to create an opportunity go to the 'Enquiry > Opp' TAB and 'Search/Create New Opp or Update Customer and Create Opp.
Within the flow you can choose to link the Enquiry to an existing Opportunity or Create a New Opportunity for this Enquiry.
Once the opportunity is linked/created it can be found under related items in the Customer A/C or Contact record or in the Sales Hub under Opportunities.
Enquiry > Case
If the enquiry is an EXISTING Customer and is in regards to:
- An Issue with a product or service
- An Invoice
- Cancelling a product or service
- A Complaint
This needs to be converted to a CASE. This will ensure it is given the appropriate priority and assigned to a staff member that can assist with the issue.
To do so go to the 'Enquiry > Case' tab.
You can link the enquiry to an existing case or create a new case from this enquiry record.
NOTE: this will not erase this enquiry record rather the information provided will be used when creating the case record. You will only need to select the 'nature of Issue' field.
NOTE: When creating the Case Record you can choose to:
- Not move across any related items
- Move across Notes (you made on the Enquiry record)
- Move across Tasks (you created on the Enquiry record)
- Move across Both Tasks and Notes.
These cases can be found in the Support Hub under Customer Cases.
