When was the last time you cleaned out your customer data? At least once a year, you should clean your files and organize your data. Having inaccurate customer data can lead to lower satisfaction due to misplaced shipments, wrong names, or other mishaps.
How do you clean up your customer data? If your employees have been making changes in the Scanco Sales, Scanco Field Service, or ERP systems on a regular basis, this should not be a difficult task. Sage 100 mobile apps get the customer data into the hands of the employees with regular customer contact. Even so, setting aside time to clean up duplicate, misfiled, and incomplete records is important. Much of the work can be completed internally, but some, such as identifying customers who have moved and updating their forwarding address with post office information, is easier to accomplish using a third-party database vendor or list vendor.
Let’s take a look at some of the essentials of a customer data checkup.
#1: Review customer records.
You can run basic reports to find incomplete files and records in your database. You can also review customer files and compare names to find potential duplicates. When running such records, be sure to manually review any potential duplicates. Some will be easy to spot: XYZ Company matched to XYZ Company may be a clear duplicate. But others, such as James H. Black at XYZ Company, James Black, and Jim Black may all refer to the same person. You may need to do some detective work to ascertain whether or not an item is in fact a true duplicate or whether your company just happens to have a lot of Mr. Blacks as contact people. (Stranger things have happened!)
#2: Update customer communication preferences.
Another task that you can tackle during your cleanup project is to update customer preferences. If you do not already track customer communication preferences, it may be wise to add fields now to do so in the future. Customers increasingly expect companies they interact with to remember and utilize their chosen communication preferences. If someone prefers a phone call over an email, it is both courteous and good service to place that phone call. It is also wise, since they may not answer emails swiftly. To update customer preferences, consider sending a short, simple email out to your customers asking them to confirm their choices and offering them the option of changing any at this time. A little courtesy goes a long way to improve customer service.
#3: Remove defunct records.
Customers come and customers go, and some companies go out of business. Designate someone at your company to update records annually, and collect information on companies that have stopped ordering, stopped doing business with you or who have gone out of business. It will not pay to send marketing or other communications materials to such companies.
Your Sage 100 mobile apps, such as Scanco Sales and Scanco Field Service, add great value to the company’s objectives, but it can only be as valuable as the data it contains. Clean, updated information is one key to customer satisfaction.
Real-Time Customer Information with Sage 100 Mobile Apps
Keeping your customer data up-to-date is much easier when you use Sage 100 mobile apps like Scanco Sales and Scanco Service. Your ERP customer information is instantly accessible and can be updated in the field. Learn more.