| ABOUT ADU | SOFTWARE PRODUCTS | AS/400 PRODUCTS | USER WEB SITES | ADU HOMEPAGE |
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| VOICE 781-829-9411 |
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| CUSTOMER SERVICE TOOLS |
| VIEW CUSTOMER SERVICE FEATURES |
| The ability to remedy 95% of customer service calls while the customer is on the phone is a system goal. The process starts by being able to find the customer record quickly. The ADU inquiry options are comprised of optional full and partial keys by - account number, name, address, social, zip code, and telephone number. Once the customer record is located the customer service representative has access to current and historical A/R data on the main inquiry screen. Notes of all system activity and customer service note entries are available for up to 8 years. Billing statements are viewable online for up to 24 months. Unbilled transactions are available online as soon as they are released from the daily sales and payment remittance systems. This data is easily and quickly viewable by using a function key to flow through required screens. Having researched the problem and without having to re-enter the customer number the representative can quickly resolve the problem. Online input options include financial adjustments, maintenance, additional notes, sending a letter, requesting a statement reprint, and updating customer service activity statistics. All actions taken by the customer service representative automatically create a system note. Maintenance changes happen real-time and are available to all ADU Users (i.e. If the customer-rep changed an address and a collector worked the account, the new address would be seen). |
| The security tables are user maintained by system module. Each operator can be restricted to specific functions and can be provided tailored menus. Security tables can also be maintained at either the corporate or division level. |
| When a customer disputes a full or partial balance the customer service representative need only update the amount in dispute field on the customer record. The system will automatically reduce the minimum due on future statements and, eliminate the disputed balance from the average daily balance calculation. Each billing statement that is created while the balance is still in dispute will carry a special system message. The representative can also optionally adjust past-due and current-due. A daily audit trail tracks the length of time each dispute is open. |
| The ADU System maintains a file of all sales check data for up to six months. The file stores detail transactions (inhouse, cash, and 3rd party) displaying store, department, class, color, style, amount, type transaction, tax, and sku number for each transaction on the salescheck. Also stored is the sales check date, register, salesperson-id, time, form-of-tender, purchasing employee-id, and account number (if credit sale). The sales checks can be viewed when displaying the customer statement in question by placing an "x" next to the transaction. The saleschecks can also be viewed by using the sales check analysis screen. Transaction can be selected by multiple keys without an account number (i.e. show me all credits taken at store 004, register 01234, between 2:pm and 3:pm, for over $100 ). |
| The ADU letter system allows a supervisor to design and create customized correspondence with over 40 variables. Each letter can be sent on a request basis or tied into billing criteria. Sending a letter creates an automatic note showing the operator, date, and time sent. All letters are bar-coded for postal reduction. |
| ABOUT ADU | SOFTWARE PRODUCTS | AS/400 PRODUCTS | USER WEB SITES | ADU HOMEPAGE |
| WHATS NEW? | TOP | USER LOGON |
|
|
|
|
| VOICE 781-829-9411 |
| FAX [call us] |