Customer Care (Care Reports and Action Plans)

Important Note: NorthBoundary is now SalesManager. SalesManager retains all of the customer relationship management and proposal automation benefits of its predecessor, allowing you to create proposals, manage your sales funnel, win and retain top customers. To read more about this exciting change, click here.

The Customer Care feature in SalesManager, formerly known as NorthBoundary, allows you to send your customer a summary of all maintenance and project work completed to date and customer surveys and receive feedback about how your company is performing. You can also create Action Plans based on your customer's responses so that you can plan actions to rectify any issues that are raised by your customers.

Customer Care Calls and Customer Care Reports

Customer Care Reports are reports that you send out to your customers to provide a summary of all maintenance and project work completed to date for their facility, as well as a customer interview survey for providing feedback. It can also include detailed recommendations for suggested future improvements to all locations currently under agreement.

The Customer Care Page Overview

• Customer Satisfaction: This pane shows an at-a-glance chart view which shows the aggregate results of customer interview responses for Customer Care reports within the currently selected Survey Period.
• Survey Statistics: This pane shows a quick view of the number of surveys, questions, and customer responses for the currently selected Survey Period.
• Customer Care Report Table: This pane shows a list of the Customer Care reports for the currently selected Survey Period and contains columns for: Care ID, Care Call Name, Care Report #, Owner, Customer Name, Site Name, Site Address, Agmt #, Proposal Date, Promptness Rating, Accuracy Rating, Partnership Rating, Helpfulness, Rating and Overall Rating.

Overview of the Customer Care Report

There are six default sections of the Customer Care Report for you to send to your customer. When viewing the Customer Care Report, you can switch between these sections by clicking the tabs on the right side of the page. 

Cover Page

The Cover Page is simply the first page that your customer will see when opening their Customer Care Report. It allows you to upload your customer's logo to personalize it to their brand. To do so, all you have to do is click the Cover Picture button and select your image from your computer to upload.

In this section, you can select the Project Agreement Type template you want to use for your Customer Care report. Project Agreement Type controls which sections of the Customer Care report are visible in this specific Customer Care Report for your customer. You can create and manage different Project Agreement Types in the Account Setup > Customer Care > Agreement Services Provided menu.

Introduction

The Introduction section is an introduction and overview of the services you perform for your customer. This language is pulled from the Proposal Section Template that can be set up in the  Account Setup > Customer Care > Proposal Section Templates menu.

Executive Summary

The Executive Summary section is a birds-eye view of the services you have performed for your customer over the past year.

How We Care

How We Care is a section that highlights the "how" of your business and illustrates to your customer the ways in which you perform your work.

Recommendations

The Recommendations section is a place where you can recommend specific work or maintenance for your customer. It can include image attachments and a description of specific recommended work for you to perform for your customer.

Customer Interview

The Customer Interview section is a core functionality of the Customer Care Report, as it is a survey that captures your Customer's feedback and sentiment regarding your company's services.

Creating a Customer Care Report

1. Click the +New button.
   
2. On the Create Customer Care Report page, enter a Project Name.
3. Select a Customer and Location via the blue Select Customer and Select Location buttons.
   • If the Customer and Location are the same, make sure that the Same as Customer box is checked. It is selected by default when selecting Customer first.
     
4. Click the green Save button to create the Customer Care report.

Sending a Customer Care Report

1. In the Customer Care Report Table, click on the Customer Care Report you would like to send.
   
2. On the Care Report page, click the Print button.
   
3. On the Print Care Report dialogue, select the checkboxes for which sections of your Care Report you want to send to your customer.
4. Next, click on either eComplete or Email buttons.
   • eComplete will send an online form link that the customer can interact with and fill out responses in. The responses will automatically populate into the relevant Customer Care report.
   • Email will send the Customer Care report to your contact as a PDF attachment.
     
5. On the next dialogue, type in the email address of the customer you want to send the Care Report to. You can also customize the subject line and message of the email message you are sending. 
   • The email address will default to the customer contact selected when creating the Customer Care Report. The subject line and message default to boilerplate language in SalesManager and can be tailored to your specific customer.
     

Action Plans

Action Plans are the plans you put in place in response to your customer's feedback and survey results so that you can take steps to resolve any issues that are raised by your customers in the Customer Care Report.

Creating an Action Plan

1. Click on the Customer Care Report you want to create an Action Plan for.
   
2. Click on the Customer Interview tab on the right.
   
3. Click All to select all questions on the Customer Interview, or select just the questions/answers you want to create the action plan for.
   
4. Click the Create Action Plan button to open the Add Action Plan dialogue.
   
5. Click the blue person outline + icon next to "Assigned To" to select the user to whom you would like to assign this action plan.
6. Click the Apply button to set the Assigned To user.
7. Select a Category from the Category dropdown for the Action Plan.
   
8. Type in an Agreement #, if you have a related agreement to associate with this Action Plan.
9. Type in a Comment in response to the questions/answers in your Customer Interview.
   
10. Type in the Resolution for the issues raised in the Customer Interview responses, and who resolved them in the Resolved By field.
    
11. Click the Resolved check box once the issues are resolved.
12. Click Save when done.

Video Walkthrough