DARE TO TRY...
WHAT FACTORS IDENTIFY A PURGED ACCOUNT?
-No branch info in acmc
-"Due to inactivity" message on customers end
-Cannot be found in crm/ trilogie
HOW LONG DOES IT TAKE FOR A ACCOUNT TO BECOME PURGED?
-AFTER 12 MONTHS OF INACTIVITY.
WHEN DO WE USE THE CUSTOMER SETUP FORM/
-IF CALLS ARE BACK TO BACK.
-ACCOUNT MUST BE PURGED.
WHAT IS THE FIRST THING TO CHECK BEFORE LINKING YOUR ACCOUNT TO THE EXISTING MASTER?
- CREDIT TERMS
WHAT SHOULD YOU VERIFY WITH THE CUSTOMER IF ON A CALL FOR A PURGED ACCOUNT?
-CONFIRMING ACCOUNT INFORMATION, CHANGED NUMBER/ ADDRESS, ETC.
WHAT DOES LINE 100 CONTROL?
"WE DO NOT DO ARI OR MCS SEARCHS FOR PURGED ACCOUNTS."
TRUE OR FALSE
FALSE
SHOULD WE TOUCH LINE 100 IF IT IS A CREDIT ACCOUNT? AND IF ITS A CALL WHAT SHOULD YOU DO?
-NO
-CALL CREDITS QUE TO HAVE THE LINE UPDATED IF NO ONE CAN EMAIL CREDIT MGR ON FILE.
HOW DO YOU FIND OUT WHICH LOGON TO USE?
USE THE CUSTOMERS ZIP CODE FROM THE MASTER IN HQ AND PLUG INTO FEI TO FIND NEAREST BLENDED.
IF AN ACCOUNT NUMBER SHOWS ON THE MASTER SEARCH PAGE BUT NOT WHEN YOU CLICK THE MASTER, WHAT DOES THAT MEAN?
-THE ACCOUNT IS HIDDEN.
IF LINE 100 IS SET TO "N" WHAT WILL THAT LOOK LIKE IN ACMC ON THE CUSTOMERS PROFILE PAGE?
-THE ACCOUNT WILL NOT APPREAR.
IF YOU UPDATED LINE 100 FROM N TO Y BUT STILL DONT SEE IT IN ACMC WHAT CAN YOU DO?
-REFRESH CATCHE.
WHERE CAN YOU FIND CREDITS CONTACT LIST?
-RESOURCES.
CAN A CUSTOMER SUBMIT A NEW REGISTRATION IF THEIR ACCOUNT IS PURGED?
NO OUR SYSTEM RECOGNIZES THEIR EMAIL AS A EXISTING PROFILE.
DOES A CUSTOMER LOSE THEIR ORDER HISTORY IF THEIR ACCOUNT IS PURGED?
YES THE ORDER HISTORY IS TIED TO THE ORGINAL ACCOUNT THAT WAS ON FILE.
WHERE DO WE FIND THE CUSTOMER SETUP FORM FOR PURGED ACCOUNT REQUESTS?
-RESOURCES/ALPHABET
DO YOU UPDATE ANYTHING ON THE MASTER YOU'RE LINKING TO A PURGED ACCOUNT? AND IF SO WHAT?
1, 10, 11
IF ON A CALL WITH A CUSTOMER WHO HAS A PURGED ACCOUNT, CAN THEY STILL PLACE A ORDER WITH THEIR LOCAL BRANCH THAT MOMENT?
YES AND IF YOU CAN USE INDIRECT TO MAKE THEIR ACCOUNT AND PROVIDE THEM WITH THE NUMBER SO THE BRANCH CAN USE THAT ACCOUNT NUMBER AND PROCESS THE ORDER. THIS HINDERS DUPLICATE ACCOUNTS FROM BEING CREATED
IS IT POSSIBLE FOR A CUSTOMER TO PLACE A ORDER ON A PURGED ACCOUNT?
YES, REQUIRES AN I.T TICKET.
WHEN A CUSTOMER RECIEVES A "DUE TO INACTIVITY" ERROR MESSAGE WHO IS THE POINT OF CONTACT?
WE ARE!....888-222-1785
HOW DO YOU FIND ALL ACCOUNTS ON A MASTER IN TRILOGIE?
-TYPE THE MASTER INTO HQ ONCE INSIDE TYPE "MARI" THEN "B" TO SHOW ALL ACCOUNTS TIED TO THE MASTER CURRENTLY.
WHAT SHOULD YOU DO IF YOU HAVE A MASTER WITH CREDIT TERMS AND THE CUSTOMER IS REQUESTING TO OPEN A NEW ACCOUNT?
-CREATE A COD ACCOUNT AND EMAIL CREDIT TO LINK THE TWO.
WHAT CAN YOU USE TO QUICKLY CREATE A NEW ACCOUNT FOR A MASTER?
-INDIRECT IN THE APP.
ARE WEB REQUEST CAPABLE OF BEING PURGED?
TRUE OR FALSE
-TRUE.
DOES THE LOGON ON THE MASTER DETERMINE WHERE THE ACCOUNT WILL BE SETUP?
YES OR NO
NO