Customer
The customer record allows several relevant information to be maintained in an organized way, facilitating the relationship with the customer and the evaluation of the portfolio for generating reports and sales and customer profitability follow-up.
The user is required to have the following access options enabled to be able to add a new customer:
EPS > SALES > RECORDS > CRM > CUSTOMER
In the system’s main screen, access Sales > CRM > Customer or enter "Customer" in the Quick Search field. The following screen will open:
Check below the main buttons on this screen:
|
Button’s name |
Function |
|
Customer products |
Allows the user to access, edit and add new products linked to the selected customer. For more information, refer to "Customer Products" below. |
|
History |
Allows the user to access the history of appointments, incidents, opportunities, proposals and estimates for the selected customer. For more information, refer to "History" below. |
Note: For more information on the buttons in this toolbar, adding or editing search features, or on how to add other information in columns, refer to Introducing iQuote.
Customer Products
The user is required to have the following access options enabled to be able to access customer products:
EPS > SALES > CRM > CUSTOMER > ADD/ EDIT/ DELE CUSTOMER HISTORY
In the Customer main screen, select an item from the list and click Customer Products.
Click New. The following screen will open:
Fill in the fields on this screen with the customer data, as described:
|
Field |
Function |
|
Title |
Name of the product as it will be displayed in the other records and functions. |
|
Product Class |
Allows the user to identify the product type. |
|
Next contact date |
Indicates when the responsible salesperson for this customer should contact the customer again. |
|
Last contact date |
Indicates when the responsible salesperson contacted the customer for the last time. |
|
Currency |
Indicates the currency used for paying for this product. |
|
Unity of measurement |
Indicates the unit of measurement used for this product. |
|
Frequency in days |
Indicates how often this product is requested by the customer. |
|
Annual estimation |
Indicates the annual value of the estimated for this product. |
|
Order average value |
Allows the user to indicate the average value per requested order. |
|
Annual order quantity |
Allows the user to indicate the number of requests made per year for this product. |
|
Average Run by order |
Average amount of items produced per order. |
|
Annual Model Qty |
Quantity of different models of this product requested per year. |
|
Create automatic opportunity? |
Allows the user to set the system to automatically create an opportunity on the date specified in the Next contact date field. |
|
Notes |
Allows the user to add comments about this product. |
Note: Fields marked with a red asterisk are required.
History
The user is required to have the following access options enabled to be able to access customer history:
EPS > SALES > CRM > CUSTOMER > CUSTOMER HISTORY
In the Customer main screen, select an item from the list and click History. The following screen will open:
The fields at the top of this screen display the customer's recorded information, as described in "Add New Customer".
Note: These fields can not be edited. To modify this information access Sales > CRM > Customer > select the appropriate customer > Edit.
In this screen the user can view and, in some cases, change this customer’s appointments, incidents, opportunities, proposals and estimates by navigating through the tabs. Check below the buttons in each of the tabs:
|
Button |
Function |
|
Load all |
It provides for visualization all the chosen items created for that customer. Present in all tabs. |
|
Load only opened |
It provides for visualization only the chosen items that remain open to that customer. Present in all tabs. |
|
New |
Allows the user to create a new item. Present only in the Appointments, Incidents and Opportunities tabs. |
|
Edit |
Allows the user to edit a selected item. Present only in the Appointments, Incidents and Opportunities tabs. |
|
Delete |
Allows the user to delete a selected item. Present only in the Appointments and Incidents tabs. |
|
Search |
Opens the main screen for the chosen item so that the user can perform searches using the browser screen. Present in all tabs. |
Note: For more information on how to edit, delete and add new appointments, incidents and opportunities refer to “Appointments”, “Incidents” and “Opportunities”.
Add new customer
In the Customer main screen, click New. The following screen will open:
Fill in the fields in the upper part of this screen with the customer’s information, as described below:
|
Field |
Function |
|
Name |
Name of the customer as it will be displayed in the other records and functions. |
|
Short Name |
Enter a short name for the customer. |
|
Legal name |
Customer's legal name. |
|
Fiscal classification |
Allows the user to specify the customer’s type of tax entity, which can be: Foreign company Governmental agency Person Company |
|
Corporate unit type |
Allows the user to specify the customer’s corporate structure, which can be: Area Branch Main office |
|
Country |
Indicates the customer’s home country. |
|
External ref. |
It is the code for integration with other systems. It should be filled only if this record will be imported or exported. |
|
Carrier |
Allows the user to select the standard carrier used by this customer, from a previously recorded list. |
|
MIS sales tax |
Indicates the corresponding ID in the Monarch or Radius system, if there is an integration. |
|
Displayed in the sales target |
Indicates if the sales made to this customer should be counted in the sales target. |
|
Code |
Customer’s identification code. |
|
Active |
Indicates whether this customer is available for use. |
|
Classification |
Allows the user to define this record’s type of relation with the system. This field is pre-defined as "Customer" and can not be edited. |
|
Agency |
Identifies whether the customer is an agency. |
|
Carrier |
Identifies whether the customer is a carrier. |
|
Head Office |
Allows the user to define the main office code for customer defined as branch or area in the Corporate Unit Type field. |
|
Salesperson |
Allows the user to select the salesperson responsible for this customer. |
|
CSR |
Allows the user to indicate who is responsible for this customer's technical service. |
|
Currency |
Allows you to define a currency for the customer. |
|
MIS customer ID |
Indicates the corresponding ID in the Monarch or Radius system, if there is an integration. |
|
Prefix |
Customer’s identification that will be used to compose the Product Specification code, for specifications generated for this customer. |
|
Require Purchase Order |
Define whether or not this customer requires a purchase order. |
Note: Fields marked with a red asterisk are required. It is possible to define which fields will be mandatory.
Note: The Code field can be automatically populated by the system, depending on the configuration.
On the taskbar at the top of the screen the user can define the customer status:
|
Button |
Function |
|
Suspect |
Indicates that this company is a potential customer. |
|
Prospect |
Indicates this company is in the stage of negotiations and can become a customer. |
|
Customer |
Indicates this company has already closed deals and is a customer. |
In the taskbar at the top of the screen click Validate required fields to confirm if all required fields have been filled. Required fields vary according to the record status. A screen similar to this will open:
Check if all the data needed for this record’s status have been completed. Click Exit.
Navigate the tabs at the bottom and fill in the fields as needed. For more information on the fields of each tab refer to the respective chapters below.
Complete the data if necessary. Click Save.
For information on editing or deleting this master record, refer to "Editing and Deleting iCRM Records".
Basic data
Select the Basic Data tab:
Fill in the fields on this screen with the customer data, as described:
|
Area |
Field |
Function |
|
Documents |
EIN/ SSN |
Allows the user to enter the customer's tax identification number. The Employer Identification Number for legal persons or the Social Security Number for natural persons. |
|
State registration/ personal ID |
Allows the user to add the customer’s state identification document number, for either legal or natural persons. |
|
|
City registration |
Allows the user to enter the city registration number, for legal entities. |
|
|
SUFRAMA registration |
Allows the user to enter SUFRAMA’s registration number (superintendence of the Manaus free zone, for Brazilians customers only). |
|
|
Contacts |
Phone |
Allows the user to to inform the customer's phone number. |
|
Fax |
Allows the user to to inform the customer's fax number. |
|
|
Website |
Allows the user to inform the customer’s website. |
|
|
Corporate e-mail |
Allows the user to inform the customer's e-mail for corporate purposes. |
|
|
Charging e-mail |
Allows the user to inform the customer's billing e-mail. |
|
|
Fiscal e-mail |
Allows the user to inform the customer's e-mail for fiscal purposes. |
Addresses
Select the Addresses tab and click New.
Fill in the fields on this screen with the customer information, as described:
|
Field |
Function |
|
Address type |
Allows the user to specify the type of address, which can be: Mailing – mailing address. Billing – address for sending payment bills. Charging – address for sending invoice. This address is the minimum field required for the correct functioning of CRM functions. Shipping – the address to deliver the product. |
|
Delivery place |
Allows the user to specify the delivery location. |
|
Street type |
Allows the user to specify the type of public place. For example: street, square, avenue, etc. |
|
Number |
Allows the user to inform the number of the house or building. |
|
Address |
Allows the user to identify the address that will be displayed in the other records and functions. |
|
Complement |
Allows the user to add an address complement. For example: Block, set, etc. |
|
Reference |
Allows the user to include a reference to the delivery location. |
|
Neighborhood |
Allows the user to inform the name of the neighborhood. |
|
ZIP Code |
Allows the user to specify the customer’s postcode. |
|
Country |
Allows the user to specify the customer’s country. |
|
State |
Allows the user to specify the customer’s state. |
|
City |
Allows the user to specify the customer’s city. |
|
Notes |
Allows the user to add comments about this estimate. |
|
Active |
Indicates whether this address is available for use. |
Note: Fields marked with a red asterisk are required.
Under Receiving Restrictions, click New.
Select the days of the week on which the products can be delivered on Receiving Days.
Under Start hour and End hour select the delivery times for the selected days.
Under Vehicle Type select vehicles that are accepted at this address for selected days and times.
Contacts
Select the Contacts tab and click New.
Fill in the fields on this screen with the customer data, as described:
|
Field |
Function |
|
Inclusion type |
Allows the user to specify the contact type, which can be: New contact Existing contact |
|
First name |
Name of the contact as it will be displayed in the other records and functions. |
|
Last name |
Contact’s last name. |
|
Known as |
Allows the user to enter a contact's nickname, if necessary. |
|
Commercial phone |
Allows the user to enter the contact's business phone number. |
|
Extension |
Allows the user to enter the contact’s extension, if necessary. |
|
Cell phone |
Allows the user to enter the contact's cell phone. |
|
Commercial e-mail |
Allows the user to enter an email to this contact. |
|
Sector |
Allows the user to specify the sector where the contact works in the company. |
|
Decision power |
Allows the user to specify this contact’s decision power level, among the options previously recorded. |
|
Position in the company |
Allows the user to specify this contact’s job position in the company. |
|
Works since |
Allows the user to inform when the contact started working in this customer. |
|
Off in |
Allows the user to inform when the contact stopped working in this customer. |
|
Active |
Indicates whether this contact is available for use. |
|
Contact address |
Allows the user to select an address for this contact from the addresses recorded for this customer. |
|
Contact notes |
Allows the user to enter notes about this contact. |
Note: Fields marked with a red asterisk are required.
For including more detailed information about this contact, click Advanced Record. The following screen will open:
Fill in the fields on this screen with the contact information as described:
|
Field |
Function |
|
Name |
Name of the contact as it will be displayed in the other records and functions. |
|
Last name |
Allows the user to enter the customer’s last name. |
|
Code |
Contact’s identification code. |
|
Active |
Indicates whether this contact is available for use. |
|
Account type |
Specify the customer’s type of tax entity. In this case only the Person option is available. |
|
Country |
Allows the user to indicate the contact’s country. |
|
External Ref. |
It is the integration code with other systems. It will be filled only when this record is imported or exported. |
|
Create System User |
Allows the user to define that this contact will have access to the system as a user. |
Select the Basic Data tab and fill in the fields as described:
|
Field |
Function |
|
SSN |
Allows the user to enter the contact’s Social Security. |
|
Personal ID number |
Allows the user to enter the contact’s personal ID number. |
|
Telephone |
Allows the user to enter the contact’s telephone number. |
|
Fax |
Allows the user to enter the contact’s fax number. |
|
Website |
Allows the user to enter the customer's website. |
|
Birthday |
Allows the user to enter the contact’s birthday. |
|
Form of treatment |
Allows the user to indicate the form of treatment to be used in communications with this contact. |
|
|
Allows the user to indicate the customer's contact email. |
Select the Addresses tab, click New, and fill in the fields as described above in "Addresses."
Select the Contacts tab, click New, and fill in the fields as described above in "Contacts".
Select the Links tab to view customers, salesperson, agencies, etc. to which this contact is linked.
Select the Notes tab to include notes about this contact.
Select the Information tab to view this contact’s classification.
Classification
Select the Classification tab. In this tab the user can enter information that will be used to classify the customer as needed.
Fill in the fields on this screen with the customer information, as described:
|
Field |
Function |
|
Corporation |
Allows the user to identify the main business unit, within which are grouped companies with unique records. |
|
Unit |
Allows the user to identify the unit |
|
Industrial segment |
Allows the user to specify the customer’s segment, among the options recorded in Sales > Record > CRM > Industrial Segment. For more information on how to include an industrial segment refer to "Industrial Segment" in "Records". |
|
Sales area |
Allows the user to specify the sales area to which the customer belongs, among the options recorded in Sales > Records > CRM > Sales Area. For more information on how to include a sales area, refer to "Sales Area" in "Records". |
|
Production structure |
Allows the user to indicate the customer’s built-up area. |
|
Annual buying potential |
Allows the user to indicate this customer’s potential annual purchase. |
|
Number of employees |
Allows the user to indicate this customer’s number of employees. |
|
Associated Agencies |
You can define a parent-child Agency relationship between the Customer records by creating a new line in the Associated Agencies table and selecting one of the Customers that you previously defined as an Agency. You can select one or more Agencies. Note: When you create a new Estimate, copy an old one, or choose to repeat the product, you can choose an Agency to relate to the record. |
Note: Fields marked with a red asterisk are required.
Note: If your environment does not have the Metrics Integration, the system does not display the Linked Groups table, on the Classifications tab.
Click Group Maintenance to establish an association between this customer and a previously recorded customer group.
Fiscal
Select the Fiscal tab. In this tab the user can add all customer’s tax.
Fill in the fields on this screen with the customer information, as described:
|
Field |
Function |
|
Opts for “Simples Nacional” regime |
Allows the user to specify if the customer opted for the “Simples Nacional” taxation regime. The following options can be chosen: Undefined “Simples Nacional” “Simples Nacional” – gross revenue sublimit excess Normal regime Note: This information is only relevant for Brazilian companies. |
|
Taxation regime |
Allows the user to select the customer’s type of tax regime, that can be: Cooperative Approximation Municipal microenterprise Microenterprise and small business Individual microenterprise Professional Society |
|
Customer accounting count |
Allows the user to indicate the accounting account used for the receiving transactions. |
|
Supplier accounting count |
Allows the user to indicate the accounting account used for the payment transactions. |
|
Payment term |
Allows the user to indicate the default payment term for this customer, from a previously recorded list. The payment estimate of each estimate can be edited, if necessary. |
|
Financial Nature |
Allows the user to select the previously recorded financial nature that will be used to identify the customer’s financial transactions. |
|
Payment term customization |
Allows the user to indicate the specific days of the month or week to bill this customer. |
|
Calculates the tax replacement |
Allows the user to indicate how the tax substitution’s calculation will be done in the invoice. Note: This information is only relevant for Brazilian companies. |
|
Cultural incentive |
Allows the user to indicate that this customer receives cultural tax incentive. |
|
Fiscal incentive |
Allows the user to indicate that this customer receives cultural tax incentive. |
|
ICMS Taxpayer |
Allows the user to select the customer’s type of ICMS tax contribution, which can be: ICMS taxpayer Exempt Non-contributing Note: This information is only relevant for Brazilian companies. |
|
RNTRC |
Allows the user to enter the Brazilian national of road transport registry number (RNTRC). This information is only relevant for Brazilian companies. Note: For problems involving infrastructure (i.e., workstations, networks, operating systems, backup software, printers, third-party software, etc.), contact the appropriate vendor.ePS cannot be responsible for supporting these types of issues. |
|
Way of transportation |
Allows the user to select the customer’s chosen delivery transportation type that can be: Maritime Fictitious input / output Fluvial Lacustrine By air Postal service By trail Transmission network Own means |
|
CFOP Invoice |
Allows the user to select the invoice operation CFOP, from a previously recorded list. Note: This information is only relevant for Brazilian companies. |
|
CFOP Shippment |
Allows the user to select the shipping operation CFOP, from a previously recorded list. Note: This information is only relevant for Brazilian companies. |
|
CFOP Invoice/ Shippment |
Allows the user to select the invoice and shipping operation CFOP, from a previously recorded list. Note: This information is only relevant for Brazilian companies. |
|
% SUFRAMA Discount |
Allows the user to indicate the discount percentage referring to SUFRAMA (superintendence of the Manaus free zone) applicable to this customer. Note: This information is only relevant for Brazilian companies. |
|
SUFRAMA expiring date |
Allows the user to indicate the validity of the customer's registration in SUFRAMA (superintendence of the Manaus free zone). Note: This information is only relevant for Brazilian companies. |
Under Authorized EINs click New to add the EIN numbers that refer to companies that can download electronic invoices (NF-e) from this customer on the SEFAZ website. Exclusive for Brazilian customers that use the Metrics NF-e system for issuing invoices.
Financial
Select the Financial tab.
Fill in the fields on this screen with the customer information, as described:
|
Field |
Function |
|
Income Tax External code |
For this record this field should not be filled. |
|
Standard tax aliquot |
Allows the user to define the default income tax rate applied to this customer. |
|
Default payment form |
Allows the user to specify the form of payment that can be: Payment slip Cleared check Receipt for deposit Cleared title Bank transference |
|
Account for receiving |
Allows the user to specify the standard checking account to receive values from this customer, among the previously recorded accounts. |
|
Punctualily |
Allows the user to select a punctuality classification from the options previously recorded in Sales > CRM > Classic Relationship > Relationship Record > Settings > Credit Validation > Credit Validation places or in Sales > Records > CRM > Validation places. |
|
Credit limit |
Allows the user to select a credit limit classification from the previously recorded options in Sales > CRM > Classic Relationship > Relationship Record > Settings > Credit Validation > Credit Validation places or in Sales > Records > CRM > Validation places. |
|
Credit expiry date |
Allows the user to specify the frequency with which the customer's credit limit will be revalued. |
|
Credit limit (in value) |
Allows the user to set a specific value for the credit limit given to the customer. |
|
Limite de dias em atraso |
Allows the user to set the maximum number of days of payment delay allowed for this customer. |
|
DO NOT use electronic billing |
Allows the user to specify that this customer can not be charged electronically. |
|
Industry |
Allows the user to specify the customer is an industry. |
|
Relationship blocked |
Allows the user to indicate the relationship with this customer has been blocked. |
|
Account for paying |
Allows the user to specify the standard checking account for this customer to pay, among the previously recorded options. |
|
Bank code |
Allows the user to enter this customer’s bank code. |
|
Agency code |
Allows the user to enter this customer’s agency code. |
|
Account number |
Allows the user to enter this customer’s checking account. |
Notes
Select the Notes tab.
Fill in the General Notes, Alert about the customer and Commercial fields with their respective customer comments.
Additional fields
In Production, complete the fields as described:
|
Field |
Function |
|
Over |
Allows the user to inform the percentage of surplus production accepted by the customer. |
|
Under |
Allows the user to inform the percentage of production less than the hired job accepted by the customer. |
|
Change finished good item description mode |
Select this option to allow the system to add the Estimate title in the inventory description according to the option that you choose in the Item description mode that appears. If the configuration on the customer level is seselected, the system looks at the Estimate General Settings configuration and concatenates the Estimate title to the inventory item description whenever you create the item manually, or automatically while approving the estimate. |
Click User fields to access more information if there is integration with Foundation.
Record reviewing
Select the Record reviewing tab.
On this tab, enable the Record reviewed option.
In Description complete with relevant information about changes in this customer's information.
Click Save. The information will be made available on this tab, identified by the date and user that entered.
Information
Select the Information tab.
In this tab are displayed customer information such as: classification (whether this record refers to a company, a sales person, a contact or an user) and a list of areas and branches if the recorded customer is a group.
Note: The fields in this tab are informative only and cannot be edited.