About Customer Care

IDI's Customer Care module gives providers comprehensive tools to service their customers in an interface that is easy to learn and easy to use. Account information is presented in a way that lets users view a customer’s current status at a glance, then quickly move to a specific area to find more detailed information and manage the account as needed.

Customer Care lets you:

• Easily initiate service orders, tickets, and workflows for the account

• View high-level summaries and drill down to detailed information on services, features, contacts, invoicing, usage, taxing, order history and balances

• Verify access to account information using CPNI security controls

• Attach and manage documents relevant to an account and its associated items (when this functionality is enabled)

• Track all interactions and outcomes with the customer using alerts, journals, and follow-ups

• Send/receive emails (when this functionality is enabled)

Desktop Client Vs. Customer Care

Where to Start

• OmniSearch - On entering Customer Care you land on the search page.

• Some Setup may be required to meet your specific requirements and preferences.

• Learn how to create a new customer

• Customer Care Basics - The starting point for Customer Management is the main customer account page (Account Summary or Service Summary, depending on the Default Summary View setting). This page provides quick access to basic account information and lets you easily drill down for more detail.

  Two particularly useful areas on this page are the:

  • InfoCenter - a centralized location with tabs for viewing and managing Alerts, Journals, Follow-Ups, Tickets, Workflows and Email.

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  • Customer Menu - Click the down arrow next to the customer name to display color-coded menus for quick navigation to the various customer management pages.

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    ACCOUNT	Clicking ACCOUNT takes you to the Account Detail page. Clicking the ACCOUNT drop down arrow gives you these navigation options: Account Details - same as clicking ACCOUNT Contacts - The Customer Summary shows the Primary Customer Contact. This option displays additional contacts on the account (if any) and provides the ability to add/edit contacts. Corporate Account - Only applicable if the account has a corporate structure Communications - The Customer Summary InfoPanel provides a quick view of E-mail and lets you send a new email. This option displays the Communications page with full functionality related to emails. Follow-Ups - The Customer Summary InfoPanel provides a quick view of Follow-ups. This option displays all Follow-ups on the account and provides the ability to add/edit, read associated journals, and view/attach documents. Journals - The Customer Summary InfoPanel provides a quick view of Journals. This option displays all Journals on the account and provides the ability to add/edit/move/delete, and view/attach documents. Notifications - This displays a page with read-only access to notifications created via CostGuard Client. Installment Plans - This displays a page for managing Installment Plans.
    BILLING	Clicking BILLING takes you to the Invoice History. Clicking the BILLING drop down arrow gives you these navigation options: Balances - The Customer Summary shows current, total, and past due balances. This option provides a complete history of Account, Deposit, Store Credit, and Reward Point balances, and provides the ability to add payments and adjustments. Deposits E-Pay Accounts E-Pay Transactions Inserts & Messages (requires CostGuard version 16.2 or higher) Invoices - same as clicking BILLING Usage Usage Balance - This displays the Usage Balance page which provides usage, balance and overage information for each discount category and grant discount associated to a service, within a given bill period.
    SERVICES AND FEATURES	Clicking SERVICES AND FEATURES takes you to a page with full functionality for viewing and managing Services and Features. Clicking the SERVICES AND FEATURES drop down menu gives you these navigation options: Services Service Addresses Change Parent Service Usage Notification Settings
    ORDERS	Clicking ORDERS takes you to the Order History page. This button has no drop down options.
    DOCUMENTS	Clicking DOCUMENTS takes you to the Documents page. This button has no drop down options.

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    • When you navigate away from the Customer Summary page, you can click the Customer Name to return to that page.

      

  For details, see Account Summary.

Links for Using Customer Care

• The following links provide details on all functional areas of Customer Care.

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  • Search Options

  • Viewing/Editing Account Details

  • Working With Contacts

  • Working With Follow Ups

  • Working With Journals

  • Working With Invoices

  • Invoice Inserts and Messages

  • Working with Balances

  • Working With Services and Features

  • Service Addresses

  • E-Pay Accounts

  • E-Pay Transactions

  • Usage Summary

  • Working with Installment Plans

  • Working with Orders

  • Viewing Retail History on an Account

  • Working with Collections

  • Working with Disputes

  • Working with Email

  • Working with Corporate Accounts

  • eSIM Support

  • Working with Protection Plans

  • Working with Quicklinks

  • Managing Directory Listings

  • Document Storage

• Additional reference:

  • Navigation and Symbols

  • Acronyms and Definitions

Catching Up...What's New

Check out the enhancements that have been added since the last release in What's New.