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> Solutions > ORCA Financial Product Overview > Functionality > Reporting > Customer Contact Reports

Customer Contact Reports

Account Calls Summary
Analysis of Sales Calls
Call Category Codes Report
Confirmation of Instore Demos
Customer Vehicle Profiles
Feedback for Instore Demos
In store Demonstration Analysis
In store Demonstration Letters
Instore Demo Payroll Summary
Missed Sales Calls
Overdue Sales Calls
Promotional Emails to Customers
Run Sheet For Sales Calls
Sales Call Customers
Schedule Service
Summary of Sales Calls
Support Calls Summary
Upload Planned Calls
Worksheet for Sales Call

Account Calls Summary

The Account Calls Summary option provides the capability for summarising all types of calls recorded against customers, as defined by the control account, account number range, client manager, call category, call type, call status, call date range and format requirements specified. The report presents customer account numbers, names and addresses, and for each of their calls recorded, the call date, call type and, if applicable, call value, call status, customer contact name, contacting employee name, subject discussed, and actions required. Notes on calls may also be optionally included, and the report sequenced in either customer name, client manager name or call category order. View sample report TCSAcctCallSumm.

Analysis of Sales Calls

The Analysis of Sales Calls option provides the capability for summarising sales calls recorded against customers, as defined by the control account, account number range, client manager, salesperson, location, call category, call purpose, call topic, call outcome, call status, call date range and format requirements specified. The report presents customer account numbers, names, client manager and sales person names, locations and call categories, accompanied the details of calls made in regard to contact name, contacting employee name, call date, call status, call purpose, call topic, call outcome and subject discussed. Notes on calls may also be optionally included, with customers sequenced in either account name order or by their client manager, salesperson, location or call category classification, and calls presented in date order within the purpose, topic and outcome analysis requirement specified. View sample reports TCSAcctCallSalesAnalysis-Topic-Outcome, TCSAcctCallSalesAnalysis-Purpose-Topic, and TCSAcctCallSalesAnalysis-Purpose-Outcome.

Call Category Codes Report

The Call Category Codes Report option provides the capability for generating listings of the call category codes defined within the system, with the option of specifying whether 'open', 'closed' or all occurrences of code 'values' are to be presented. The post codes allocated to the call category may optionally be listed. View sample reports TCSCodeCallCategory, and TCSCodeCallCategory-Postcodes.

Confirmation of Instore Demos

The Confirmation of Instore Demos option provides the capability to send out emails to those contacts that are Instore Demonstration contacts, where the store has an Open Instore Demonstration call between the dates specified.

Customer Vehicle Profiles

The Customer Vehicle Profiles option provides the capability for producing schedules of marketing information for customers, as defined by the debtor control account and account number range, client manager, salesperson, call category and format requirements specified. The schedules present customer account numbers, names, addresses and contact details, the names, job titles and contact details for key personnel at customer organisations, fleet types, sizes and vehicle makes and ages, client managers, call area categories and contact frequencies accompanied by a selectable number of prior calls, summaries of current quotation and sales activity, and the names, job titles and contact details for other personnel associated with customer organisations. Additionally, notes on customer accounts and associates are also presented if such texts have been entered. View sample report TCSDebtVehProfile.

Feedback for Instore Demos

The Feedback for Instore Demos option provides the capability to send out emails to demonstrators when the date for the demonstration has passed and no demonstrator feedback has benn recorded.

In store Demonstration Analysis

The In store Demonstration Analysis option provides the capability for analysing calls of type ID (Instore Demonstrations) recorded against customers, as defined by the customer control account, customer accounts, demonstrator names, call date range, store feedback, score categories and score value maxima or score value difference minima, comments and format requirements specified. The report presents customer account numbers and names, and for each of their demonstration calls recorded, the call id, call date, start and end times, demonstrator associate name, customer contact associate name, contacting employee name and the demonstration subject. Reported calls may be limited to only those with a specified maximum score value on 1 or more selected score categories, or to only those where the demonstrator's score value on 1 or more selected score categories differs from the store's score value on the same score category by a specified minimum score value. Comments on the demonstration feedback may be optionally included, and the report sequenced in either customer name, demonstrator name, contacting employee name or call date order.

In store Demonstration Letters

The In store Demonstration Letters option provides the capability for producing in store demonstration letters in regard to proposed demonstrations to be held in the future. Letters are sent to accounts from the debtors masterfile where Demonstrations has been selected. The contact names and email addresses are derived from the mail out code selected. The report can be sequenced by the customer account number or alpha key. The production of letters is preceded by a summary or control report, detailing the customers to whom the in store demo letters have been sent and the email address applicable for each.

Instore Demo Payroll Summary

The Instore Demo Payroll Summary option provides the capability to send out emails to the department manager summarising the payroll costs incurred where demonstrator feedback has benn recorded.

Missed Sales Calls

The Missed Sales Calls option provides the capability for producing selective listings of scheduled sales calls to customers that have not been completed. Customers to be reported may be limited by account number ranges, client managers, call categories, and scheduled date ranges. Details presented include customer names and addresses, client managers and call categories, scheduled call dates and the dates of the last call recorded, and may be sequenced by customer, client manager, or call category. View sample report TCSAcctCallSalesMiss.

Overdue Sales Calls

The Overdue Sales Calls option provides the capability to determine sales calls that are overdue, and to email warning messages to the personnel responsible. Emails may be directed to the person assigned to the call as a warning that any committments made to customers when sales calls where entered may not be met. Additionally, emails may be directed to the managers of the department and the branch of the person assigned to the call.

Promotional Emails to Customers

The Promotional Emails to Customers option provides the capability for producing product promotion emails that are to be sent to customers. The promotions are directed at account associates, for all or selected mail out codes and catalogue identifiers, and in addition to the email subject and text, attachments, e.g. pdf or jpeg files, may also be incorporated. The generation of emails is preceded by the printing of a summary report, that documents the promotional email content, lists all the customer associates and their email addresses to which the email has been sent, and also lists any duplicated email addresses to which the email has not been sent. Optionally, the report only may be run, to provide a prooflist of the intended recipients, and to ascertain whether all the required email addresses have been defined. View sample reports TCSDebtPromoEmail-Sum, and TCSDebtPromoEmail-Rep-Only.

Run Sheet For Sales Calls

The Run Sheet for Sales Calls option provides the capability for listing customers who have previously had 1 or more sales calls or who have a sales call schedule, as defined by the control account, account number range, client manager and salespersons. The report presents customer account numbers, account names, phone and fax numbers, postal and delivery addresses, contact names and email addresses, franchise codes, account status, sales person codes, call categories, call franchises, last sales call dates, values purchased during the past 12 months and averages of the number of days taken to pay during the past 12 months. Customers may be sequenced in either account name order or by their client manager, salesperson, or call category classification.

Sales Call Customers

The Sales Call Customers report option provides the capability for producing selective listings of debtor accounts within the specified control account, analysed by their client manager and call category classifications. Optionally, the listing may be restricted to only those customers for whom the specified client managers act as franchise managers, as opposed to overall client managers. The details listed include account names and addresses, last scheduled call dates, last sales call dates and next scheduled call dates, and optionally, franchise codes associated with the customer account. The report is presented in customer name order within either client manager or call category sequence. View sample reports TCSDebtSalesCall-Mgr, TCSDebtSalesCall-Cat, and TCSDebtSalesCall-Frn.

Schedule Service

The Schedule Service option provides the capability to determine accounts that are due to be serviced, and to email warning messages to the personnel responsible.

Summary of Sales Calls

The Summary of Sales Calls option provides the capability for summarising sales calls recorded against customers, as defined by the control account, account number range, client manager, call category, call topic, call status, call date range and format requirements specified. The report presents customer account numbers, names and addresses, and for each of their calls recorded, the call date, the customer contact name, the contacting employee name and the call status, subject discussed, and any actions required. Additionally, if codes have been specified, details regarding the type of contact, e.g. visit or telephone call, the purpose of the call, the call outcome and call topics are presented. Notes on calls may also be optionally included, and the report sequenced in either customer name, client manager name or call category order. View sample report TCSAcctCallSalesSumm.

Support Calls Summary

The Support Calls Summary option provides the capability for summarising technical support request calls recorded against customers, as defined by the control account, account number range, vehicle model, vehicle status, call date range, call status and format requirements specified. The report presents customer account numbers, account names and contact person names, vehicle model codes and chassis numbers, call dates, call originator names, call assigned-to names, support issues raised, the dates by which responses are required and the dates on which support calls are settled. Optionally, notes on calls and details of followup actions required may also be included, and the report may be sequenced in either assigned employee location, assigned employee name, vehicle model code or customer name order. View sample reports TCSAcctCallTechSumm, and TCSAcctCallTechSumm-ODue.

Upload Planned Calls

The SUpload Planned Calls option provides the capability for uploading planned calls from an external file which allows the creation or modification of details regardling the call.

Worksheet for Sales Call

The Worksheet for Sales Call option provides the capability for producing work sheets for sales calls due at a specified date, as defined by the debtor control account and account number range, client manager, call category and format requirements specified. The worksheets present customer account numbers and names, credit limit amounts and days, address and contact details, and the documentation of a selectable number of prior calls. Optionally, details of customer specific pricing for job charges and inventory items, including the customer's 'base' price code, may also be incorporated. The format concludes with panels appropriate to the planning of calls, and the recording of topics discussed and followup actions required. View sample reports TCSAcctCallSalesWSheet, TCSAcctCallSalesWSheet-InvPrices, and TCSAcctCallSalesWSheet-JobPrices.