Manage Customer Contacts Detailed Process Model Description

3.4.1.1 Manage Customer Contacts : Manage Customer Contacts Detailed Process Model Description

Manage Customer Contacts Detailed Process Model Description

This section provides a detailed description of the “Manage Customer Contacts” business process, including:

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1.0 Search for Customer

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1.1 Enter Customer Contact

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1.2 Add Customer Contact

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1.3 3.3.1.1 Establish Person and/or Account

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1.4 Evaluate Customer Contact

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1.5 Log Reminder

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1.6 Add Log Reminder

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1.7 Review Log Reminder

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1.8 Create To Do

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1.9 Resolve Reminder

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2.0 Generate Customer Contact

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2.1 Extract Letters

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2.2 Print and Send Letter

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2.3 Receive Letter

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2.4 Make a Phone Call

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2.5 Receive Call

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2.6 Request Phone Call

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2.7 Dial Customer

1.0 Search for Customer

Reference: Manage Customer Contacts Process Model - Page 1 for the associated business process diagram.

Actor/Role: CSR

Description: When a customer contacts the company, the CSR or Authorized User searches for an existing customer.