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Customer Relationship Management (CRM)
The Info.Net order management module is a full CRM (Customer Relationship Management) system that controls all sales contact, lead, quote, order processing, shipping, inventory and A/R inquiry and reporting functions. This listing describes the processes in this module.

- Discounting/Terms Control
- Sales Item Pricing
- Marketing Product Class Codes
- Maintaining Customer Information
- Adding Sales Contact Sessions
- Adding and Maintaining Sales Orders
- Defining Return Material Authorizations (RMAs)
- Defining Leases / Consignments / Loans
- Defining Sales Leads
- Tax/VAT Calculations
- Order Entry Configurator
- Sales Kits
- Sales Item Associations
- Credit Checking
- Attributes
- Currency Control
- Customer Work Bench

Whitepapers covering these subjects are listed at the bottom of this page.
Placing your cursor over any of the features listed below, will give you more information about the subject.

Customer WorkbenchA work bench in the INFO.NET system is a single screen from which an individual user operating in a specific area of a company can extract pertinent information from the database or perform relevant activities.

The customer workbench provides database access to select customers. Access to the customer workbench is only provided to those customers selected specifically by the company for this privilege.

The following data is available to the customer, based on the customer code:
Edit customer data. The only data that may be edited in this routine is the customer name, address and communications data. Although, other pertinent customer data may be seen and changed.

Query customer data. This is a query version of the edit routine above. No data may be edited from within a query routine.

Customer order schedule query All of the open sales order schedules and order balances assigned to the customer may be seen.

Customer shipments query. The shipment transactions from sales orders assigned to the customer may be displayed.

Customer accounts receivable invoice query. The current accounts receivable invoices can be seen in this display.

Customer accounts receivable invoice payments. The most recent accounts receivable payments will be displayed.

Customer service request data Ė All of the customers service requests may be queried and specific data entries in the service requests may be modified.

Bill-to / Ship-to Customer DefinitionsBoth types of customer definitions are available with their own data structures, including any number of communications entries. There is no limit on the number of ship-to customers that can be served by a bill-to customer but if the ship-to and bill-to customers share a name and address, a single entry for this data is available.
The bill-to customer definition primarily contains credit data, banking data and other data that is pertinent to the systemís accounts receivable functions.
The ship-to customer definition includes various codes and data elements that are required for the systemís shipping functions.
Any number of supplementary names and / or addresses can be created for either bill-to or ship-to customers and these names and addresses can be referenced in both sales orders and in accounts receivable invoices.

Customizable Customer WorkbenchThe Order Entry module includes a workbench that includes links to the basic A/R, Shipping, and order status module functions. The workbenches act as a substitute for menus, restricting a user to specific functions and data. Workbenches specifically designed for use by vendors, customers, subcontractors and distributors are also available. The user can modify workbenches by revising the screen text or revising the program being accessed from the workbench.
For customer ordered manufacturing work, INFO.NET will track the customer supplied material, maintaining the available units at zero cost, and will track the customer order throughout its production cycle. The customer will have continuous access to their order status through queries that are available in the customer subcontract workbench.

Customer Service Request DefinitionsThe INFO.NET system provides both warranty control and service call support. With or without warranty data, the system will provide service call support including the assignment and tracking of service personnel and the selective automatic invoicing for provided service. As a result of the processing of the service requests, the system will have a history of the reliability of serialized assemblies in the field. This history can be analyzed from a variety of viewpoints including assembly part number, failure reason codes and severity of failure.
The service request can also be used for material and labor charging, providing a basis for costing specific service requests.

Customer Service Response (Actions Taken)The response to a customer service request includes the required activity dates, the employees involved in the service request resolution Ė but if required, the exact actions taken to resolve the service problem can be described in the available notes.

Warranty TrackingIf the user has assigned warranties to internally manufactured items, these warranties will be applied when the units are shipped to customer (along with any warranties supplied with purchased items) and will be recorded in the unitís warranty record. Costed warranties definitions include controls as to the coverage. The system will automatically create invoices for the costed warranties during each period in which the warranty is in effect.

User Defined Data / ScreensIn several hundred of the system data tables, the user has the ability use the system data dictionary to define up to sixteen additional data fields (four integers, four decimals, four dates and four alpha entries). The data dictionary permits the user to define edit rules for the new data and descriptive labels for use in queries, reports and data edit screens.

Web Based Order EntryA sales order entry routine that is prefaced by a customer definition based on the customerís email address is available. The user data will be converted into a ship-to customer record that includes the userís (encrypted) credit card and password information.The sales order entry is based on a search of the userís catalog of products and a shopping cart concept.The actual presentation of the sales order data entry and catalog displays are available for customization.

Customer Owned Material ControlCustomer owned material that is brought into a userís facility can be of two types: ∑ Each customer supplied item may be unique to a specific customer ∑ The item may be common among multiple customers If the item is to be supplied by multiple customers, the item can be isolated in a no cost location that will be created for the use of the specific customer. Since the material is owned by a customer (as with a unit returned by a customer for repair), none of the movements of the item will impact the userís cost system or the userís inventory value. If the item is unique to a customer, the customer code can be assigned to the item at the time that the item is initially defined and it can then be stored in any inventory location. As described above, items of this type will have no cost or inventory value implications.

Sales Order Edit TrackingIf one or more sales order edit reason codes have been defined by the user, the sales order edit program will automatically record transactions that will describe the adding, edit or deletion of sales order quantity, pricing or scheduling information. Each sales order line item delivery that is added will be recorded as well as any edits to the price, quantity or schedule of the individual deliveries. The deletion of sales order items or of entire orders will also be recorded. The actual shipping of orders is already recorded as a part of the inventory transaction system, but the combination of the sales order edit transactions and the shipping transactions will record the full life cycle of a sales order

Credit Tracking and ControlThere are two types of customer credit checking available in the INFO.NET system:
∑ Credit limit checking
∑ Invoice aging checking
Credit limit checking prevents shipments to a customer whose credit limit has been exceeded. Invoice aging checking prevents shipments to a customer who has open invoices exceeding a specified age.

Customer Rebate Definitions and ControlCustomer rebates can be defined by specifying the rebate parameters and the customer or customers for whom the rebate will apply. A customer rebate analysis routine can then be used, on a regular basis, to examine the order entry or cash receipts activity to determine which of the userís customers are eligible for rebates. The rebates will be made in the forms of a credit memo in the customerís accounts receivable account.

Emailed or Printed Customer Invoices and StatementsAlthough any report generated within the Info.Net system can be emailed, the user will be asked to provide the email address before the delivery can be made, but in the case of documents to be sent to a customer such as automatically generated invoices, shipping notices and statements, the customer email address is already known to the system and, if so specified in the customer definition, the documentation will be automatically emailed to the customer at the time the document is generated.

Marketing / Sales Contact Control and TrackingTo track outside marketing and sales contacts, including customers, manufacturers, or any type of external contact, the contact system will provide a descriptive database of the contact sessions.

Promotion Pricing / AnalysisAny number of date effective promotions can be defined that will provide either a discount percentage or a discount amount for a specific inventory item, a product class, a ship-to customer or a customer class.If the sales entry routines find that a promotion is effective and applies to the item being entered on the sales order, the promotion discount will be applied to the calculated price. There is no limit on the number of promotions that could be applied to a specific sales order item.A promotion analysis is available that will examine the margin and gross sales generated by orders that contain a user specified promotion.


 
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