In this two-part blog series, we’ll explore the technology that is revolutionising customer service delivery in government. In our first installment, we examine the technology transformation from the perspective of back-office processes.
One of the helpful features in on-premises versions of Business Central that has recently been brought to the online version is the addition of a notes and links option to the FactBox pane. In this post we’ll go over a few scenarios where this might be helpful.
Perhaps a client calls asking about various product prices and you want your salespeople to have a quick way to pull up your company’s client-facing inventory page. By adding a link to your item list, you can pull up what the client is currently seeing on their screen and discuss options.
Using the same example above, the client has now decided which item they would like to purchase but has a couple questions about the wording of the item description online. A link on the item card will promptly get you to the same page that the customer is looking at on their end.
Perhaps the client is looking at buying a specific product that your company is actively trying to phase out. You can attach a note to that item signaling to your salesperson that they should try to steer the customer toward your newer offering. To add a note, click on Attachments in the FactBox pane or use the Alt+O shortcut. Then add a link to the newer item above so that the salesperson can quickly pull up the information on that item.
Another useful example for adding a note could be for customers who are chronically late payers. Perhaps add a note to let your AR department know to follow up immediately when any invoice for the customer in question goes past due. Also, let your salespeople know to make sure there are no past due invoices before proceeding with the current sale.
One thing to mention on records with multiple notes - the most recent note will always appear at the top of your list so if you would like the note to your AR department to appear at the top you’d have to enter it after the note to your salespeople.
There are many other places where you could add a quick note that might help to move things along more efficiently. Some of them are sales orders (let everyone know that this is a VIP customer and the sale is top priority), sales invoices (add a note explaining why the customer was given a 10% discount), purchase orders (you only received half of the shipment up front because there was no room for the rest in your warehouse), etc. These are all situations where someone might needlessly be spending time going desk to desk looking for answers. Or as in our previous examples, your salesperson might be endlessly looking for that one item online that your client already has up on their screen, when they could be closing the sale. Notes and links can help put a stop to that frustration.
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