CSR User Functionality

Transcription

1 CSR User Functionality V1.0 Steve Collin August 10, Our Payment system is broken down by country. As such, you will always have three different systems that you will be accessing. The links to the three systems are below. a. - FrontStream USA b. - FrontStream Canada c. - FrontStream Australia 2. You can login to each system with a user name that can only be provided by Steve Collin or Nike Ajao. If you need access to these systems. Please contact one of these individuals. 3. When you login, you will see three separate sections. Your Account, recurring payment, and CSR.

2 4. Looking at CSR, this is used to update password information. You can update your name, address, and password here. 5. Much of the functionality of this system comes from the ability to access any customer within the database. In the below example, we are using the Australian database. From the Account Summary Page, click the finder beside Customer Number. (Or, if you know the customer number, you can just type it in)

3 6. This will bring up a search box. In this search box, you can enter in the name or other key word in order to find the customer. Additionally, you can also just enter in the customer number (this number is also found in Salesforce as Dynamics ID) Note that only customers that are in Dynamics will show up here. This means that the client in SF must be marked as Sync to Dynamics and must be indicated as a client or customer of some form. It is not required that customer have invoicing activity, but it does help. If you cannot find the customer in the list, please contact billing support (billing@frontstream.com) or Kim Lucas.

4 7. Once the client is identified and opened, you will be able to see the outstanding invoices, payment activity, and any scheduled payment. This information is live and up to date with any new invoice that is posted. Clicking on the invoice will allow you to pull up a PDF of the invoice to send to the client or to generally review the details. 8. Opening the Outstanding Invoices will allow you to easily see the amounts outstanding.

5 9. These outstanding invoices can be paid directly, with you speaking with the client over the phone. On the right hand side, you can click the pay in full in order to apply a payment in full to that account. 10. Additionally, there is an option to apply a pre-payment to the account. This could be used for paying for something that does not yet have an invoice or other similar payment in which we need to receive money in advance of receiving the invoice. In this case, we will pay an extra $1.00

6 11. The total that will be paid is $2.00 ($1.00 for an invoice, and $1.00 pre-payment) 12. FrontStream Invoices uses a Wallet Based System to track payments, so, when making a payment, you (or a client) will need to add a new entry (see right) in order to process the payment.

7 13. Enter in the applicable card number and details with the client on the phone and save. 14. Enter in the payment details then click Pay

8 15. Paid Transactions let you see the payment history for the client. In this case, there is no payment history. In some cases, when an invoice is voided, it will show up as a Paid Transaction. It is not actually a payment, and should not be used as such, but simply an indication that the invoice is no longer outstanding. 16. Similar to above, it is possible to just make a prepayment independent of paying an invoice. This pre-payment can be used for any type of pre-payment. 17. Applying a credit or payment on file. You can look up the activity and apply a payment or credit on file.

9 18. Payment History. You can look up the clients payment history to see dates and amounts of payments. 19. Note that Scheduled payments has been disabled (we do not allow our clients to book through a post dated payment (eg, enter a payment today (Aug 10) with a processing date of Dec 23) 20. The Profile page is specific to the client profile. The only thing that can be updated here is the customer and you can do a password reset. The contact and address information need to be updated in Salesforce, which will feed into here. If there is an e- mail update, you will need to update it here and in Salesforce.

10 21. The Wallet, as referenced before, can be edited here. 22. It is possible to have multiple wallets available at any given time and be used for multiple purposes. 23. The Primary Feature of this new payment system is Recurring Payments. Recurring Payments is for recurring invoices that are charged and recognized monthly, and are to be paid by the client monthly. The most common would be the Giftworks Products. 24. When setting up a new autopay contract, you will notice that there is no option for the amount. This is the unique part of this system. This system will charge the clients credit card, on a monthly basis, the current outstanding invoices on their account. So, if there is a contract upgrade, or pricing change, we only need to update salesforce, which will update the monthly amount we bill, which will automatically be reflected on their credit

11 card charge. Simply fill in the details here and hit save. You will need to ensure the SF is up to date. There is currently an option to select longer frequency, but please leave this at Monthly. Anything longer than that will only dictate when the credit card is charged for whatever amount is outstanding. 25. Creating a user ID for a client is simple. Click on Manage Additional Logins. 26. Then click Create Login 27. You can then enter in the details (which can be anything for the client) for them to access their account. Note that although their account number is not listed, it will create the account for the one showing when you click Account Summary

12 End 28. Just provide the clients with the information you entered and the appropriate link (as provided above)