Account Identification 

Purpose

In this process, you identify an account in the system. When you confirm the account, the system provides you with useful information about that customer or contact person, such as address, open orders, or past interaction details.

It is important to identify the account in the system. It lets agents easily record interactions in the right place, making it easier to provide correct information the next time the customer contacts your company. It also allows interaction center agents to provide consistent customer service in a professional, efficient manner, which in turn keeps your customers happy.

Process Flow

The following process runs in SAP CRM:

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       1.      Answer contact.

       2.      Identify account and contact person.

The system can identify the account automatically using the customer’s telephone number or e-mail address to match the contact to an existing account. Alternatively, you can search for an account manually.

       3.      Create new account or contact person.

If you could not identify the account, it may be that the account or contact person is not yet in the system. If this is the case, you create the account in the system.

       4.      Confirm account and contact person.

When you confirm an account or product, the system displays all relevant information for the account or product on the screen. This information is also recorded in the business data context (BDC) so that it can be reused by other functions.

       5.      Identify registered product.

The second option for identifying the account is to identify registered products. You can search manually for a registered product, using various product information as search criteria.

       6.      Confirm registered product.

When you confirm an account or product, the system displays all relevant information for the account or product on the screen. This information is also recorded in the business data context (BDC) so that it can be reused by other functions.

       7.      Review alerts.

Your system administrator can define alerts to be triggered by various system events. Depending on the alert, you take the appropriate measures.

       8.      Review fact sheet.

The fact sheet provides you with an immediate and condensed overview of information about business partners taken from several sources such as business partner master data, statistical and transaction data.

       9.      Take scratch pad notes.

You can use the scratch pad to take notes during the interaction. This feature is only available in the Interaction Center (IC) WebClient.

   10.      Review interaction history.

Result

The account is identified in the system. You can now record the details about the current interaction in this account for future reference.

Example

Customer Suzanne Werner calls your customer service line, and you are working as an agent using the Interaction Center WebClient. The system finds her account in the system, and you confirm that the account on your screen matches the person you are speaking to. The following alert appears:

Inform all customers about our “buy one, get one free” offers on picture frames

You mention this offer to Suzanne, who says that she has been looking for a nice frame for a family picture. She is interested in more information about the frames included in this offer.

To get an overview of Suzanne and her account activity, you review the fact sheet. In the meantime, Suzanne asks whether your company carries certain art supplies. You use  the notepad to jot down the items she mentions, and a reminder to yourself to give Suzanne more information about the picture frames offer. Suzanne also mentions that she sent an e-mail two days ago requesting information about these art supplies. In the interaction history, you search for this e-mail to respond to her inquiries and check the status of the e-mail.