Customer Management

The Customer Management module in the Subscription Commerce Manager allows your customer service representatives to manage their order-related tickets. The following explains how to use the tool and its features.

Purchases

Purchases are orders made by customers and the records associated with the orders. Purchases are a type of transaction. To view information related to a customer's purchase, use the Purchase viewer. Purchases are automatically assigned statuses by the cleverbridge system. The status of a purchase describes what state the purchase is in, such as quote, refund, and paid.

Customers

Customers are individuals or organizations that purchase your products. Every time a purchase is made, a customer record is created and displays in the customer profile. The customer profile area displays contact information for the customer, as well as details about the purchase.

Quote-to-Cart

The Quote-to-Cart feature creates a quote page, which is a checkout process without payment options. Corporations, governments, and educational institutions typically request a price quote to pre-approve purchases. You use the available functionalities to select certain criteria from which to build a protected link. You can then copy and paste the protected link for use on your website.

Follow-ups

A follow-up is a reminder about open product and purchase issues. You can set up Personal follow-ups for individuals, such as yourself. Alternatively, you can set up General follow-ups as an internal information tool for departments/offices in your organization.

Example

Use follow-ups as reminders for:

  • Completing purchase or product data
  • Contacting customers or cleverbridge regarding purchases

All of your current follow-ups are displayed on the dashboard.

History Entries

History entries are detailed notes about the customer interactions and transaction events that occurred after an initial purchase. They are vital to discerning what has happened and what must still be done with regard to purchases.

In the Purchase History tab on the purchase overview page, you can find all of the history entries for a purchase. To add a history entry, do the following:

  1. On the purchase overview page, click the Add History Entry button. The Add History Entry window opens.
  2. Select options from the following drop-down menus:

    Field Description
    Nature of Contact Source of the contact, for example, whether the contact was initiated by the customer or internally in your organization.
    Contact Method Way in which the contact was initiated.
    Contact Category General reason for the contact.
    Contact Reason Specific reason for the contact.
  3. Enter additional information in the Add note (optional) field.
  4. Click Add History Entry.

Add a History Entry

Uploaded 1/2021

Error Log Summary

The Error Log provides an overview of purchase errors and is used to identify and solve purchase-related problems as they occur.

The following fields are available on the Error Log Summary table in the Subscription Commerce Manager:

Field Description
Date Created
Date and time the error occurred.
Error ID
Unique ID of the error that occurred.

Error Type

The type of error that occurred.
Reference Number

Identification number for the purchase.

Purchase Status

Provides information about whether payment has been received, if the product has been delivered, and if there are any problems. For a full list of possible purchase statuses and their meanings, see Purchase Status.

Note Further information about the error.
Done This field is editable. Mark an error as done after you've remedied the situation.
Item Number (optional)

Running number of the item in the subscription.

Client Handles Error (optional) This field is not editable. If the checkbox is checked, cleverbridge will not handle the error, and you must investigate and fix it. This option only applies to key generation errors. This option is set for the key generator in the Key Generation portal. For more information, see Key Generators ✱.
Office (optional) Office location to which this error has been assigned.

For more information, see About the Error Log.