Customer

Question 1

1062 What is the maximum limit you can sale to a customer on credit?

Answer 1

Managers can set credit limit per customers in customer detail page.
Field Staff cannot record sales when the amount of unpaid transaction exceeds preset credit limit.

Question 2

1068 What is difference between customer types and tiers?

Answer 2

Both are group of customers but tier can use for price scheme or visit report assignment, and analytics of activity report/sales trends.

Question 3

1069 Can field staff input random number to telephone number?

Answer 3

SENRI can check digit number and starting number when registering new customers on app.
Both differs by country.

E.g. Kenya https://en.wikipedia.org/wiki/Telephone_numbers_in_Kenya.
E.g. Nigeria https://www.ncc.gov.ng/technical-regulation/standards/numbering

The same telephone numbers can be registered only when Phone Number Duplication settings is allowed in Customer Settings.

Question 4

1070 Can field staff create or edit customers?

Answer 4

To create new customer, “Register New Customer” needs to be allowed in settings.
To edit customer information, “Edit Customer Information” needs to be allowed in settings.

Question 5

1095 Can we completely delete customer from SENRI?

Answer 5

Basically we donít remove any data from database completely.
This is because removing data physically cause some issues such as making mobile app crash and impossible to recover.

Thus, you can only change status from active to inactive so that the customers are removed from mobile app and reports on web.

Question 6

1124 How many photos can attached to customers?

Answer 6

No restrictions for the number of photos.

Question 7

1133 What is benefits for using primary/secondary customer?

Answer 7

• To maintain relationship between parent customer and child customers, for example, distributor and retailer, hospital and doctor
• To let Field Staff view secondary customer under primary customer in list view
• To view secondary customer sales reflected to primary customer sales

Question 8

1139 Can I clear all customer assignment?

Answer 8

You can clear all customer assignment from CS page.

1. Choose company
2. Go to user list
3. Click clear assignment button

This function is not currently accessible by client but CS page.

Question 9

1140 Can I restrict FS to view all customers?

Answer 9

• Existing customer data
  
  • You can set customer assignment
  • Go to user list in admin console
  • Click customer assignment button or import customer assignment
  • When the number of customer is large, import is recommended
• New customer data
  
  • You can set customer assignment settings for new customer registration
  • Go to company settings
  • Go to app settings
  • See “New Customer Assignment on Mobile App”
  • Choose from the below choices
• All users
  
  • Only user who is assigned to the region *require region assignment settings from user settings
  • Only user who register the customer

Question 10

1141 How many characters can be sent in one SMS?

Answer 10

The length of a text message is 160 characters, including spaces. When a message exceeds 160 characters, it will become a multi-part message.

Question 11

1146 Why number of customer is 0 in region list?

Answer 11

The number of customer is shown only in regions that are directly connected to it.

Question 12

1160 Is there a limit to the number of additional customers?

Answer 12

Unlimited, but the larger the number of questions, the larger the data and the longer it takes for the app to synchronize data.

Question 13

1163 Why aren’t “Sales in the last 3 months” and “Sales/visits in the last 3 months” in the customer details up to date?

Answer 13

Those doesn’t include the amount for the current month.
For example, on September, Sales Last 3 month includes the sales amount for June, July and August.
Also, to avoid calculating data every time page is opened, the data is only updated on 3rd and 7th of each month and may not be up-to-date until then.
This applies to customer detail on both web and app when “View sales data made by others on mobile app” settings is Allowed.

Question 14

1170 How can we make customers dormant?

Answer 14

Customers can be dormant by archiving manually on web.
Also auto archive function allows you to set how many days after the last sale or visit a customer will automatically become a dormant customer.

How to make dormant by Automatically;

Admin Console > Service Settings section > Customer Settings
Go to “Auto Archive Customers” and enabled
Set days to archive and last activity

How to make dormant by Manually;

Customer & Reports > Customers
Click the Customer which you want to archive.
Click on the upper right dot and click archive, shows up the alert on the window, click OK.

Dormant customers can be active by changing the status by import or reviving them one bye one. Or they get automatically active when new visit is made on either mobile or web app.

Question 15

1172 How can we merge duplicate customers?

Answer 15

1. Select the customer that will be merged into another customer in customer list
2. Click “Merge” from the menu.
3. Select the customer you want to keep
4. Confirm the merge.

The original customer will be deleted and all activities will be transferred to the merged customer, but customer information and related settings will not be transferred. *Plan and project will not be merged.

Question 16

1173 Why Customer Type and Tier are not shown in customer registration?

Answer 16

It’s not shown because no customer type and tier are set.

If you want to set Customer type and Tier the following these steps.
- Admin Console > Tiers and Customer type
- Click on the upper right “EDIT”and fill “Tier” and “Customer type”
- Go back the the SENRI mainpage, click the Customers under the section of “Customer & Reports”
- Click the Customer which you want to set the Type or Tier.
- Click on the upper right dot and click edit, change them and save.

Question 17

1184 What are the typical characteristics of customers who have strong interest in customer mapping?

Answer 17

a) New companies who aim at increasing new customers
b) Companies who already understand market location and want to know the number of customers acquired

Question 18

1201 How can I check #customers and list of customers who have not buy from us last month?

Answer 18

1. Go to sales trends
2. Go to sales by customers
3. See “results” as total customers and “with sales” as customers who have sales

Question 19

1206 We have so many old customers data in SENRI and it disturb us to manage latest activity towards active customers. How can I solve?

Answer 19

Use dormant customers functions.

You can differentiate dormant customers and active customers.
You can set custom period without visit to make customers dormant and it will be automatically active when field staff record visit.

Question 20

1214 Customer has primary customer and secondary customer but there are not database yet. How should we start?

Answer 20

1. Import all customers first
2. Set different custom field and compulsory for primary and secondary
3. Especially if you want set tier as primary customer category and customer type as secondary one, you can only show them
4. Choose if you allow field staff to add primary customer on mobile

Question 21

1222 What notifications are available for customers?

Answer 21

When Sales function is enabled, following notifications are available although email address must be registered in customer detail

• When order is made, confirmation mail will be sent to the customer
• When order is made with secondary customer, confirmation mail will be sent to the primary customer

Question 22

1297 What happens when a pipeline stage is selected as “Close”?

Answer 22

The projects in the stage with Close settings will only be displayed on the kanban for a week then they disappear.

Question 23

1298 Can users create activities for customers when required additional questions are not answered?

Answer 23

Yes. Users can create activities for customers even if they have not answered all of the required additional questions. This is because the answers to these questions are not stored locally and therefore cannot be verified.