Customers

Advertiser / Agency Inquiry

In the Ad module, navigate to Customers -> Advertiser / Agency Inquiry

This will take you to a search screen to find an existing customer account. Search by Name at the top, or on the advanced search tab you can search by Name and many other fields. Can also search by a credit card (last 4-digits and card type) on the Search by Card Transaction tab. See also Customers (A/R) for more search tips.

Once search results are displayed click on the customer name or ID to open the Account Summary screen. Use the "History" tab to quickly select a recently accessed account (last 50 accounts displayed)

At the very bottom of the customer menu, you will find your 10 most recently accessed accounts. This is another quick way to get to the Customer Account View screen.

Customer Account (Sales CRM tab)

The customer account record will be displayed and will default to the "Sales CRM" tab.

User can click the different tabs at the top - AR, Production or Exhibition tabs to view and act regarding the account displayed on the screen. See Also Accounts Receivable -> Customers. User can also change customer accounts by entering a different account name or ID in the Account Quick Search field. Click the magnifying glass icon to do a more advanced search or the hierarchy icon to see the hierarchy of the account (parent/child/brands/contacts)

Overview

The top section includes three sections:

1. Account overview details

2. Map / Address / My Contacts for quick access to my contact people (additional contacts may be shown further down the page as well

3. Revenue and Insights - There are 4 tabs with various sales summaries over time. Sales by year, sales by product, sales by format and sales by brand. Insights shows how this customer compares to other accounts in your database who have the same industry. It is meant to give sales reps ideas of other products to pitch based on where similar advertisers are advertising. We also offer an integration with MediaRadar, but this Insights section is just looking at your own data.

Function Buttons

The light blue bar at the bottom of this section has several function buttons

1. Edit this Account - click to view and edit Name and Address Information, including Tax ID and Registered Company Number, Social media inks, Sources and Aliases. Depending on permissions, you may or may not also be able to access the full Advertiser/Agency Maintenance screen from within this window. Also depending on permissions, you may or may not be able to Edit the Name and address information in this window.

2. Add to Favorites / Add to My Customers - This adds this account to your "My Customers" list and/or marks them with a * to pin them to the top of the list. It does not mean that you are getting commission credit for this account - that is handled in Brand Maintenance.

3. Link a contact - This will allow you to link a contact from one account to a different account. For example, if you are working with the BMW account, you might actually be dealing with an Agency representative rather than the actual client. You would create the contact under their employer (the agency) but link it to the BMW account, so when you are looking at the client, you know who to talk to related to that client.

4. New Contact - Create a new contact person for the account, including address, phone, email, social media links and contact preferences

5. New Note - Create a new note for the account. This can be linked to a contact person, a product or exhibition, or a marketing campaign. There is an HTML text editor in the note, so that you can bold, highlight, copy images, etc. into your notes.

6. New To-Do - Creates a new task or meeting record. This task may or may not sync to your Gmail/Outlook calendar depending on if you are using our Nylas email Integration.

Interests/Activity/Quick Links

The next section shows Interests, Recent Activities/Attachments and Quick Links

1. Interests is a section where a rep can tag a client as being interested in Categories, Products or Exhibitions. These tags can then be use in "My Lists" to pull out lists of clients for marketing purposes.

2. Recent Activity is looking at the last 30 days of account activity and showing what has been going on. This includes things like new Opportunities, new proposals / orders, new Tasks, Invoices generated, payments received, customer activity in the Portal

3. Quick Links has some hard coded links as well as custom links that you can setup. The ones displayed below are the hard coded links. Scroll down to see any that you have set up. Setup for Custom Links is in CRM -> CRM System Settings -> CRM Global Parameters. There are several Inventory Checking links in this window. See Inventory Checking for more information

The remainder of the screen features various sections that have shutter controls in the top right. Click the shutter to open/close the section. Click and drag the dark blue section header to reorder the sections to put these objects in your own desired order.

The system will remember how you last viewed these sections and display them in that order the next time you open an account.

Customer Tickets

In this section, there are two distinct types of tickets:

• Client Account Tickets (displayed here are "New Ticket")

• Client Account Credit / Approval Tickets (displayed here as New Credit Request)

At a high level, think of a Client Account Tickets as sort of like a regular campaign ticket if you are using those already. Admins can create any number of ticket types, and can define statuses as needed based on the desired workflow. Each of the statuses can be filtered based on who the user is and there might be different statuses for different ticket types. A user might create a ticket because something needs to be done on an account that they do not have the permissions or ability to complete themselves. For example, perhaps a duplicate account is found and needs to be merged with another, or the user doesn't have permission to edit the address, but learned that the client moved and the address needs changing.

At a high level, think of the Credit request tickets similar to the Campaign Adjustment tickets. With these types of tickets, there are still any number of Ticket Types allowed, but the statuses are more rigid and defined by the system. Approval hierarchy is determined based on several factors, including the amount of credit being requested. And once the final approval is done and the ticket has completed its workflow, something is done to the account - several things can be done, more details to follow.

More details on each of these can be found below, but at a high level the description above is what these two new kinds of tickets are doing.

Expand for Step by Step Instructions on creating customer tickets.

Client Account Ticket

Click on the button "New Ticket" to create a Client Account Ticket.

1. Select from the defined ticket types.

2. Select desired Priority

3. Select appropriate Status from the available statuses in the dropdown. The statuses available in the dropdown are determined first by the Ticket Type selected (in setup, Ticket Types are linked to workflows). Then, in the Ticket Workflow Routing in setup, each Ticket Type could have different statuses displaying based on who the user is (their ticket team) and/or the client type of the customer.

1. The Assigned Team and/or Assigned User will populate based on the routing defined in setup

2. Due Date is an optional field, but can be displayed in the reports view so that the user working on the ticket can understand when it needs to be completed

3. Short Description - this is a required field to save. Enter a short description indicating what is to be done on the account.

4. Long Description - as needed, can enter additional text here, including some light styling if needed,

5. Upon Initial create, the notes tab is hidden, but after initial save, upon re-open a tab will be displayed for notes.

6. History of changes - as statuses are updated and this ticket moves through its workflow, the history will display updates.\

   
7. If appropriate for the workflow, attachments can be added to the ticket. to do so, the user would select a file by clicking the "select file" button. User can enter a description in the blank as well and then click add. If there are many files to be added, click the bulk upload button and drag and drop many files into the pop-up window.

Please note: One the ticket has been saved, the ticket type is not editable. If the user later realizes they selected the wrong ticket type, the ticket can be deleted.

Credit Request Tickets

Click on the button "New Credit Request" to create a Credit / Approval Ticket.

1. Select from the defined ticket types.

2. Select desired Priority

3. On a new ticket, the status 'Pending Approval' will be auto-selected. Other statuses include Partially Approved, More Information Required, Denied, Approved. The Status is always auto-selected based on approval/rejection actions

• The Assigned Team and/or Assigned User will populate based on the routing defined in setup. This is not user-selectable.

• Due Date is an optional field, but can be displayed in the reports view so that the user working on the ticket can understand when it needs to be completed

• Short Description - this is a required field to save. Enter a short description indicating what is to be done on the account.

• Long Description - as needed, can enter additional text here, including some light styling if needed,

• Upon Initial create, the notes tab is hidden, but after initial save, upon re-open a tab will be displayed for notes.

• Approval Details Tab - Credit Limit Request - the user must enter a number in this field for how much the desired credit limit should be. Based on the number entered in this field, the assigned Team and/or user may be updated. Once saved, the credit limit request number cannot be edited. The remaining fields on this tab are informational. If the client already has an established credit limit, that will be displayed in the current credit limit field. Account approval status will be displayed, so the user knows if the account has already been approved; credit stop status also displays to the user can see if the client is on credit stop. The Client Type, Industry Codes, and statement contacts are also displayed. Client Type may affect routing and what gets set upon approval of the ticket. Industry codes can affect the ability to auto-approve requests. (for example, a particular dollar amount of credit may automatically be approved, except for certain industries) Statement Contacts - this might also affect auto-approval rules - if there is no statement contact, or that contact doesn't have an email address, then the ticket may be prevented from being auto-approved. Please see the setup section for all the things that might be done upon approval of the ticket.

• Potential Duplicates - this displays potential duplicate accounts (automatic approval might be prevented if there are dupes)

• Campaigns - one of the workflow options in the ticket setup is when the credit limit increase is approved, campaigns in certain reserved statuses may be attempted to be moved to confirmed status. This will list those future campaigns. (other factors unrelated to credit limit may prevent the confirmation, like PO being required, or inventory not being available, etc - but this can attempt to confirm)

• History of changes - as statuses are updated and this ticket moves through its workflow, the history will display status updates.\

  
• If appropriate for the workflow, attachments can be added to the ticket

Please note: Once the ticket has been saved, the ticket type is not editable. If the user later realizes they selected the wrong ticket type, as long as the ticket has not moved forward in the statuses beyond Pending Approval, the ticket can be deleted. If it has moved forward, the user can add a note requesting that the assigned user or team reject the ticket. Only one credit request ticket can be pending at a time.

Once the user saves the ticket, if it is auto-approved a pop-up will indicate "approved" and the user can click ok. If it is not auto-approved and the campaign was routed to an approver, then the pop-up will simply say "Saved" and the user can click ok to close the pop-up.

Reopening the ticket will display any campaigns that were updated to confirmed status. And if they were not updated, it will tell you why not.

For the user assigned the ticket, they can click the link in the email, or they can navigate to the Credit Requests Dashboard to see everything assigned to them. The user will review the details of the ticket, and as the assigned user, or a member of the assigned team, the "Action Options" button will be displayed at the bottom. The below will open when the action options is clicked. The user can make a comment and just save their changes, they can approve or reject; or they can request additional information. Additional information will assign the ticket back to the owner so that he/she can provide the requested details.

For any user who is not assigned the role of approver, the ticket may still be opened, but that user will only see save and cancel buttons and will not be able to select from the above options. The user can add a note, long description, edit the priority, fill in the Custom Data Form, if applicable, or upload attachments and save the ticket.

Orders Pane

The orders pane provides a listing as well as hyperlinks to the upcoming Opportunities, proposals, & orders for this advertiser.

These are for all types of orders, being print, digital, exhibitions, sponsorships and proposals. The hyperlinks enable you to drill down into each order in details.

Associated and Linked Advertisers (Agency Only)

The pane provides a list of advertisers who may be connected to this agency in the system.

Associated Advertisers Tab:

The associated advertisers are those advertisers connected to the agency through Brand Maintenance.

Agency’s Linked Advertisers tab:

Note that this tab will appear for agencies only and is populated when this agency’s contact is connected to the advertiser’s account.

Click the Advertiser’s ID hyperlink and note in Contacts that the agency contact above is linked to this advertiser:

Contacts Pane

This pane provides a list of contacts (employees) for this advertiser, as well as other contacts linked to this advertiser, such as brand contacts, or agency contacts.

The pane allows you to click the hyperlinks to drill into the contact details, or email My Contacts, remove them from your list for this advertiser, move them to the top of the list so they appear first and finally it allows you to add a contact from another account to link to this advertiser.

There is a column "This Contact Receives Statements" to alert the user that the contact person is used to receive statements for this account. This is just informational on this page and is meant to alert the user to use caution if making any changes to the contact record since it could affect statement delivery. User will see a checkmark in the box if the contact receives statements.

This section also shows any contacts in Europe who have asked to not be contacted according to the GDPR regulation. These contacts are highlighted in pink.

Brands / Rep Assignments Pane

The brands tab provides a list of brands for this advertiser.

The rep assignments tab displays the rep(s) assigned to each of the brands and the effective date for the assignment.

User Defined Fields Pane

This pane provides a listing of all UDFs created for this advertiser and their values. You can also change the UDF values from this screen and view whether they are mandatory.

System Generated Email History Pane

This pane provides a list of all CRM emails sent to the advertiser by the system (see the email icon in the "My Contacts" section above).

You can also view the content of each email by clicking on the “View” button.

To-Do’s/ Actions Pane

This pane lists all the tasks to be done for the advertiser, by default.

You can also change the view to the completed or cancelled To-do’s from the drop-down option provided to do so. You can also Add a New To-Do Action, Force Calendar Sync on your Gmail or Outlook (If the Nylas Integration is enabled for your environment) and expand the details of the action item using the expansion arrow to view the itemized details involved.

Notes and Credit Control Notes

This pane displays the internal notes entered by reps on this advertiser as well as the credit notes related to this account.

You can archive the notes and view them later for organizational purposes, add a New Note, and drill into the invoices hyperlinks provided.

Nylas Email Integration (Add-on)

If your system is licensed to use email integration, the Email Integration section will be displayed. These are emails send and received through Microsoft/Gmail and sync'd to the system.

Messages from the Portal

If you are licensed to use the Advertiser Portal, any messages from this client that came in from the portal will be displayed here. Note along the left column there is an expansion arrow to open the details and see the message from the client. User can click reply to respond here if desired.

Ad Production Tab

This tab provides information regarding the advertiser’s production such as the orders and the materials.

The top section shows upcoming orders and the user can see if material has been assigned to that order.

The next section contains material thumbnail previews. Filters are available at the top to search.

You can view the materials. Hyperlinks to quick info and materials are available for further drill downs.

Accounting Tab

See Accounts Receivable -> Customers

Client Budget Setup

See also Client Budget Report in A/R Module documentation