Customer Service Notes
The 
Delivery Management System includes an
application similar to industry standard Customer Relationship Management (CRM) Systems known as Customer Service Notes. This unique
feature empowers the user to create and archive a history of customer activity such as logging unique customer notes, opening and
assigning service cases to customer service, field service or management for issue resolution or potential new product sales.
Benefit:
There are very few business processes more critical to the propane marketer than the improvement of customer care and growth of new,
profitable sales. The Customer Service Notes
application is designed as a customer service and sales optimization process improvement tool similar in purpose to existing CRM
products without the training, integration and maintenance of costs required to implement a 3rd party software product. The application
streamlines the access of specific customer history and open service cases to be utilized as a tracking mechanism and report generator
for improving sales of new product and retaining existing customers through improved customer service.
Feature At Work:
A bobtail driver reviewed the Customer Service Notes function on his handheld computer and was made aware of an open field service case for the customer to whom they were delivering fuel. The note instructed the driver to reposition and test the Gateway Module in the residence for better communication with the tank transmitter. This procedure was completed and the case was closed. After discussion with the customer, the driver discovered that they were planning a swimming pool addition in the spring. The driver opened a new customer case on his handheld computer indicating the planned addition to the home and assigned the case to sales for customer follow-up.
This process streamlined notification to the sales department of the opportunity to sell a new tank installation for pool heating.
