Actions for Contracts

Use

To ensure that you retain an existing customer and maintain an excellent customer relationship, you can define certain actions in the system that need to take place during the contract term. To help the sales representative keep track of the contract, these actions are automatically triggered by the system once certain conditions have been met.

Examples of actions that can take place during different stages of the contract term are:

Periodic follow-up calls to check whether the customer is satisfied with the product or service

Follow-on quotation to be sent to a customer in time before the contract ends

Customer satisfaction survey if the contract expires without renewal, or is cancelled

Features

Actions can either be scheduled to be triggered automatically at certain points, or you can start planned actions manually from the contract.

You can create a set of actions that are valid for a specific contract type or a particular item category.

The system triggers the actions depending on certain parameters, such as:

• When a condition has been met (less than 80% of target quantity has been released by 30 days before expiry)
• To start on a particular date (call customer every 3 months)

Activities

You define actions and action profiles and assign them to the item category or business transaction in Customizing for Customer Relationship Management under Basic Functions → Actions.

The system displays the relevant actions in the Scheduled Actions assignment block in the contract.

When the condition defined in the action is fulfilled, the system triggers the action and creates, for example, an activity for the relevant sales employee. The transactions appear automatically in the sales employee’s list of open documents.

You can also trigger planned actions manually from the Scheduled Actions assignment block.

For more information see the documentation for Actions in CRM Enterprise under Features.