RB Control Systems CUSTOMER pROFILEs (Please press on the keyboard when ready for the next slide)

BEYOND SIMPLE RECORD KEEPING OF Names, Addresses, and phone numbers, RB Control System’s software allows for the storage of a very detailed ‘Customer Profile’.   The information found in these profiles can be used to gain an accurate idea of a customer’s current pool or spa setup and a history of any services or problems. IF RB CONTROL SYSTEMS ISN’T OPENED IN ‘PRACTICE COMPANY’ MODE YET, PLEASE DO SO NOW AND FOLLOW ALONG!

You’ve already seen and used a portion of the customer profile in the field! The customer’s pool ‘profile’ and ‘service notes’ always print out on the first page of our sales orders. this information comes from the customers screen within the rb program. ‘job notes’ from sales orders can also be accessed from this part of rb. Knowing what information is available to you from a customer’s profile can help you in the field, office, or retail store !

The ‘Customers’ tile can be found on the left side of the screen under the ‘Retail’ or ‘Service’ tabs.

The customer list is generally searched by Last Name, but can also be searched by Address and Phone information as well.   Search for Brunori, and click to select the customer Rick from North Versailles

Clicking on the desired customer will display more of their profile for verification. It can be easy to select the wrong customer as some will share the same or a similar last name, so make sure to double-check for the correct address as well. If you’ve selected the correct customer, click ‘Correct’ and you will enter their ‘Customer Screen’. Ta-da!

The pool ‘Profile’ tab provides a drop down list of preset questions that allow us to maintain information about a customer’s equipment and pool operation. This list of profile entries will always print at the top of each Sales Order for all customers, providing technicians with this information in the field. Some of the more regularly used items are the ‘Pool Volume’, ‘Starting Filter Pressure’, and ‘Location of Supplies’. The information stored here helps to prepare technicians before they visit a customer’s property, to create accurate repair quotes, and to assist customers in the store or over the phone without having to be at their property. This information will print out at the top of EVERY sales order!

Service notes are used to record peculiarities with the pool that won't change from visit to visit. They may include longer descriptions of equipment or locations, or directions on how to operate more complicated or irregular pool systems. These also always print on all of our Sales Orders. EXAMPLES: - Polaris line leaks, leave plugged - customer wants us to leave doorknockers in basket next to front door - #74 is down long shared driveway all the way to the left, park behind pool house

Flag messages are only seen when viewing the customer information screen or a sales order within the RB system. They never PRINT on any documents so should not be used for field notes. They are primarily used to designate a customer as ‘Hassle Free’. Hassle Free customers have a contract with us to provide maintenance and service. A Flag Message may also mention a stop or hold on services if a customer has an outstanding bill, no method of payment, or any other reason.

From the customers screen, you have access to a detailed history of each customers pool and their relationship with south shore pool supply. . . If you know where to look!

The ‘Notes’ section was previously where employees were asked to record notes from any important conversations with customers. we have since been utilizing ‘Follow Ups’ as a primary source for recording customer interactions, so be sure to check the notes section, but a customer’s ‘follow ups’ will contain a more recent and complete history.   if making entries in this section please date and initial the entry. For example:  4/21/15 THD spoke with Al and told him to stop decreasing the pump run time, its leading to a dirty pool!

The ‘follow ups’ section of a customer’s profile is a great way to review their recent history. At the bottom of the screen, you can click ‘View Follow Ups’ to review any follow ups that reference the customer.

Follow ups are used to capture any questions or issues a customer or their pool may have that requires action by someone. If you need to create a new follow up to capture a question or problem regarding a customer, you can click ‘Create New Follow Up’ on the right. Then fill out all areas as you normally would.

With ‘View Current’ selected at the top right, you can review all ‘Open’, or “unresolved” follow-ups. This can be helpful to check for any ongoing problems or questions a customer may have and review the ongoing conversation around it. E02 error, not working!

With ‘View All’ selected, you can review all follow-ups in the customer’s history, including unresolved and resolved issues that have come up. This can be used to review ongoing issues, but also to see what types of problems or concerns have come up in the past and how/when they were resolved. Fixed!

The OTHER NOTES section contains history of all ‘special comments’ and ‘job notes’ from sales orders. Use the drop down tab to select which category you want to review.   Job notes apply to one particular service call and They will only print once, on that specific sales order. These are often used to give specific directions regarding what is to be done at the call, an expected arrival time, or whether the customer has been contacted about the scheduled visit.

Some customers will have images of their pool or equipment linked in the profile as well, allowing for viewing while not in the field. This can be very helpful for explaining a pool’s operation or providing a solid visual of any issues that come up.

The History tab allows for review of all transactions under a customer’s name. This will include all previously converted sales orders or register transactions, but also any unconverted sales orders or quotes. This information can be used to review a customer’s history at our retail store and exactly what work has been done at a pool. You can also see if there is any upcoming or recommended work for a customer. It may be useful to sort the list by transaction Type, Sales Text, or date modified along the top headers.

The End. …now take the quiz!