Using the Customer Service Manager Workbench

The Customer Service Manager Workbench is designed for a manager to monitor customer service and make improvements.

By default, the Customer Service Manager Workbench monitors these critical numbers:

  • Late Incidents
  • Percent Sales Orders Filled On Time
  • Late Sales Order Lines
  • Average Sales Order Turnaround Days
  • Outstanding A/R Balance
  • Total Sales

Buttons

Use these buttons to open other forms:

  • Expedite an Order: Click this button to define the steps taken to expedite an order.
  • Override Credit Limits: Click this button to define the steps taken to override a credit limit or credit hold.
  • Alter Service Billing Method: Click this button to define the steps taken to alter a service billing method.
  • Escalate An Incident Button: Click this button to define the steps taken to configure incident escalation.

Critical Numbers

The standard Customer Service Manager Workbench provides four system-level critical numbers. To better understand a critical number calculation, right-click on the gauge and click Setup. Read the calculation definition on the Critical Numbers Setup form for the number in question.

To change the critical number that is displayed, right-click on the gauge and click Critical Number, then select a different number.

To alter the type of gauge, right-click the one you want to change and click Display Type.

Options

Select from these options:

  • Revenue Generating: Select this radio button to rank customers using the value of sales made year-to-date.
  • Outstanding A/R: Lists customers with unpaid balances.
  • Late Orders: Groups the number of late order lines by customer.
  • Late Incidents: Generates a count of incidents where the current date is greater than the due date, grouped by customer.
  • Incidents Created This Period: Generates a count of incidents where the incident date falls within the current period, grouped by customer.
  • Open Incidents:  Generates a count of incidents without a closed status, grouped by customer.
  • Contracts Up for Renewal: Generates a count of contracts due to be billed in the next 60 days, grouped by customer.
  • Overdue Contracts: Group the value of unpaid contracts by customer.
  • Late SROs: Generate a count of service order lines that are not closed, and the due date of the line is earlier than the current date.

Customers Grid

Use the standard toolbar to manipulate the customer data; Filter-in-Place is supported.

The columns in the grid are standard customer fields. To maintain the fields, right-click Details in the Customer Number column. Use the online help of the Customers form to learn more about each field.

Note:  User extended tables (UETs) are supported within the Customers grid.

A/R Balance

This customer-specific critical number shows the receivable balance for the customer selected.

Total Sales

This customer-specific critical number shows the total sales generated year-to-date for the customer selected.

Note:  Use the horizontal slider bar between the Customers grid and the data details to adjust viewing. Move the slider down to increase the number of rows visible in the Customers grid. After filtering the customer data, review the results if all rows are presented on the screen without needing to scroll up and down. After you have selected the customer against which you want to view detailed data, move the slider bar up to increase the space allotted to show more rows in the data detail view.

Additional Options

Select from these additional options on the form:

  • Customer Orders: View all customer orders for the current customer selected (includes all ship-to sites).
  • RMAs: Show all ordered RMAs for the current customer selected (includes all ship-to sites).
  • Projects: Show all ordered projects for the current customer selected (includes all ship-to sites).
  • Customer A/R History: Show account history associated to the selected customer.
  • CRM Opportunities: Show an opportunity associated to the selected customer.
  • Contracts: Show contracts associated to the selected customer.
  • Incidents: Show incidents associated to the selected customer.
  • SROs:  Show a service order associated to the selected customer.
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