Syensqo IS - Customer Support

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Overview

Excerpt

In this section, you will find information about:

  • how to treat a webform

Table of content

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Step-By-Step

Account/Contact Management
In the Webform, the prospect/customer information are received

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If the contact email already exists in Salesforce database, the Contact & Account will be linked automatically
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If the contact does not exist, maybe the Account exists. It is mandatory to try to find the Account before creating a new Prospect (in Edit Mode)
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Below is a summary of the different options to manage the Prospect/Customer information
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  • A direct answer can be provided to the customer directly from the Webform using the mail standard editor and Solvay templates:

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Case Convertion
The WebForm Case can be converted onto an other CRM case: Sample Request, Customer Request or Opportunity 
In that case the WebForm will be closed with the Status "Closed - Accepted" and a new Case will be initiated with Pre-filled information. The New Case will follow the standard corresponding CRM process 

The Conversion process has to be done by user having the authorization to create a new case

 
Before converting the case, the New Case type should be checked or amended if necessary
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Case Conversion - Customer Request
To convert the Case, click on "Conversion Process", a new Case (type depending on the "Type" in the Webform Case), will be initiated
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A confirmation windows will appear before initiating the new case
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A new Customer Request Case is initiated. Some information are pre-filled based on what was registered onto the Webform.

The New Case should be filled-in and Saved

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Case Conversion - Sample Request
To convert the Case, click on "Conversion Process", a new Case (type depending on the "Type" in the Webform Case), will be initiated

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A confirmation windows will appear before initiating the new case
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A new Sample Case is initiated. Some information are pre-filled based on what was registered onto the Webform.

The New Case should be filled-in and saved

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Case Conversion - Opportunity Conversion
To convert the Opportunity, click on "Conversion Process", a new Opportunity (type depending on the "Type" in the Webform Case), will be initiated
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A confirmation window will appear before initiating the new case
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A new Opportunity is initiated.

Some information are pre-filled based on what was registered onto the Webform.

The New Case should be filled-in and Saved

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Case Conversion - Case Closed
Once a new Case has been created, the Webform Case status is "Closed-Accepted"
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Comments:

Other case(s) can be initiated from the same Webform case using the same process

The New Cases (Sample Request / Customer Request / Opportunity) are independents from the initial Webform case, they follow the standard processes

 
Direct Answer to Customer 
  • A direct answer can be provided to the customer directly from the Webform using the mail standard editor and Solvay templates :

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Answer To provide an answer to the Prospect/Customer, use the "Send an Email" functionImage Removed

Comments:

  • This function can also be used to transfer a case to a distributor
  • No standard email templates have been designed yet for the Webform answer
  • It is possible to create personal email template (refer to the Wiki to know more: Email Template creation)
 

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