Tutorials 2020 / 2021
Tutorial 7
Managing Customer Requests
Level: Advanced
Duration: 50 to 60 minutes
The exercise can be saved and paused at any time.
Start Bp Event and log in as
User: Carolin
Password: cf
Carolin Fine works in the banqueting department of a private hotel. She has been researching addresses for a promotion, which now need to be entered in Bp Event, prior to sending out a bulk mailing to all contact persons. While she is busy doing this, the phone keeps ringing, she writes down contact notes and forwards call-back requests from customers.
Aims and learning outcomes:
- Create and categorise an account including a contact person
- Create a new bulk mail template
- Select specified accounts and send a bulk mail
- Find an account, add a contact note and forward information
- Enter a customer discount
- Find a closed invoice from the past
Aim 1 Create and categorise an account including a contact person
You will learn how to create new accounts including contact persons and assign both categories and keywords.
Carolin has researched the following addresses:
Company account
Lifestyle & Co.
271 Drury Lane
Dublin
Ireland
Email:
Phone: +353 1 613 9111
Ms Valery McCarthy
Assistant to the Manager
Company account
Car Care Motor Co.
Unit 2
Concord Industrial Estate
McKenna Road
Dublin 2
Phone: 077-6518997
Email: info@Car Care Motor.com
Mr Jay Nambiar
Sales Manager
j.nambiarinfo@Car Care Motor.com
Company account
World of Elegance
70 Sir John Rogerson’s Quay
Temple Bar
Dublin
Phone: 077-6518997
Email:
Ms Sissy Stormont
General Manager
Private account
Ms Pamela Harris
47 Patrick Street
Waterford
X91 DX49
Phone: +041 571 599
Email:
Private account
Mr George Ingram
13 Henry Street
Butlerstown
Phone: +3 53 513 5741-4
Email:
Private account
Mr Sean Rivers
12 Hanover Street,
Kilmeaden
Waterford
Ireland
Phone: +353 (51) 854428
E-Mail:
1. Create a company account
- Go to Home > Accounts > New.
- Enter the data given above.
Please note: Company accounts do NOT need a salutation line. - Tick the Company account checkbox in the list of categories.
- Go to Keywords > New in the upper right-hand corner of the input window, and enter „Cold contact 2020“.
- Add the keyword to the expandable drop-down list for repeated use.
2. Create a contact person
- In the bottom part of the window, go to Contact person New.
- Enter the contact details for the contact person.
- Tick the checkbox in the first column of the list to mark this person as primary contact for the account.
- Save the account.
3. Create a private account
- Go to Home > Accounts > New.
- Enter the data given above.
Please note: Private accounts must have a salutation line. - Tick the Private account checkbox in the list of categories.
- Go to [ Keywords > New in the upper right-hand corner of the input window, and enter „Cold contact 2020“.
- Add the keyword to the expandable drop-down list for repeated use.
Aim 2 Create a new bulk mail template
You will learn how to copy an existing mail template and change the body text.
Carolin has received the following text from the agency:
Business and Private Events in County Wicklow
Great food with a good time - the perfect way to start your Sunday!
The Scrumptious Hotel’s Champagne Sunday Brunch is consistently voted the top brunch in town, for many reasons.
Come discover why our award-winning Champagne Sunday Brunch continues to be the favorite brunch of visitors and locals alike!
1. Copy an existing bulk mail template
- Go to Templates > Text templates > Search.
- Go to Type > Bulk mail, Apply the selection in the upper left-hand corner of the drop-down and confirm with Search. A list of available bulk mail templates will open.
- SIngle-click the template "Bulk mail cold contact for catering".
- Then left-click Copy in the horizontal toolbar to open a fresh copy of the template.
2. Change the dates
- Change the Name of the template to "Cold Contact 2020".
- Change the Subject to "The Perfect Way to Start Your Sunday".
- Left-click in the horizontal toolbar of the text document to view database references in the body text. The references are highlighted in gray and MUST NOT be changed or deleted.
- Copy the text given above.
- In the template, select the body text between salutation and closing lines and press the Control+V keys to insert the copied text.
- Check the layout and insert line breaks if necessary.
- Save and close the template.
Aim 3 Select specified accounts and send a bulk mail
You will learn how to use the advanced search for accounts, select specified accounts and send a bulk mailing.
1. Find specified accounts
- Go to Home > Accounts > Search> Accounts to open the search pane.
- Select Advanced search in the bottom left-hand corner of the search pane.
- Expand the search parameter Account keywords, enter the keyword „Cold contact 2020“ and left-click Search at the bottom of the search pane.
- A list of all accounts that have been assigned this keyword will open.
2. Send the bulk mail
- Go to Select mass action on list from the dropdown in the horizontal toolbar and select Send bulk mail to open a list of available bulk mail templates.
- Select the template Cold contact 2020 and confirm by clicking Apply.
- Only for the purposes of this exercise, reject the confirmation prompt „Do you really want to send X emails?“ by selecting No.
Aim 4 Find an account, add a contact note and forward information
You will learn how to open an account, taken down a contact note, forward the details by internal message and create a follow-up and reminder for a call-back.
The event office has received a call from Dr Karim Hesali.
Dr Hesali would like to reserve a room for the christening of his little daughter Emma to take place on Sunday, DD/MM/YYYY. The estimated number of guests is 15, and would the Red Room be available?
Call-back request to the Banqueting Department. Dr Hesali can be reached on the landline the next day between 10:00 and 11:00.
1. Open the account
- Go to Home > Accounts > Search> Accounts to open the search pane.
- Alternatively, use the F10 hotkey.
- Enter the first few letters in the Name field and press the Enter key to confirm.
- Double-click the required account to open.
2. Create a contact note
- Open Customer Contacts in the left-hand navigation pane.
- Go to Contact notes > New to open an input window.The account name, the current date and the responsible are already pre-filled.
- Enter the subject line and input the information above in the field Description.
- Save the contact note.
3. Create an internal message
The banquet manager, Ms Coyle, will need to be notified.
- Left-click Internal message in the horizontal toolbar of the contact note.
- The internal message input window will open with all relevant data from the contact note.
- Go to Recipient > New and assign Ms Coyle.
- Add more text if necessary.
- Send the message.
- > Save and close the contact note.
4. Create a follow-up with a reminder
Create an additional follow-up and alert as a reminder.
- Open Customer Contacts in the left-hand navigation pane of the customer account.
- Select the Responsible Ms Coyle from the drop-down list
- Enter the next day's date at 10:00 for the Follow-up date and Time.
- Enable an Reminder 10 minutes earlier.
- Save the follow-up.
Aim 5 Enter a customer discount
You will learn how to enter a discount for a regular customer, which will be applied automatically to every event and item booked.
Note from management:
Dr Hesali will receive a regular customer discount of 2% on our entire range effective today. Please make note in customer account
1. Open the account
- Go to Home > Accounts > Search> Accounts to open the search pane.
- Alternatively, use the F10 hotkey.
- Enter the first few letters in the Name field and press the Enter key to confirm.
- Double-click the required account to open.
2. Enter a discount
A customer discount entered in the account details is applied to all events and items booked for that customer.
- Open Contacts in the left-hand navigation pane.
- Select the price tier "SSP".
- Enter a discount of „2“ percent.
- Save and close the account.
Aim 6 Find a closed invoice from the past
You will learn how to find and re-send an earlier invoice for a closed event.
The event office has received a call from Ms Sonia Ellington, Bogdan Calin & Sons Limited
"I need a copy of the invoice for our event dated 10 December 2019 for our Finance Department. Could you please send it to me by Post?
1. Open the account
- Go to Home > Accounts > Search> Accounts to open the search pane.
- Alternatively, use the F10 hotkey.
- Enter the first few letters in the Name field and press the Enter key to confirm.
- Double-click the required account to open.
2. Call up the invoices
- Go to Linked Events and select Invoices in the horizontal toolbar.
- In the list of past invoices, double-click the invoice dated 10 December 2019 to open.
- The invoice can now be printed out and sent again.
You have now reached all the aims of Tutorial 7: You have ...
... created and categorised company and private accounts and assigned keywords
... created a new bulk mail template
... sent a bulk mailing to selected accounts
... used the advanced search, added contact notes and forwarded information by internal message
... entered a customer discount
... opened and re-sent an invoice for a closed event.
Congratulations, going strong!