Follow-up Queues from Comments |
  
|
Navigation: Queues > Queue Screens > Contact Queues Screen Group > Definition Screen >
Follow-up Queues from Comments |
|
Using the follow-up queue method of creating Contact Queues involves a lot more hands-on work from a supervisor compared to Contact Queues created from GOLDWriter records (see Contact Queues in GOLDWriter). However, this method can be an easy way to quickly create queues that need immediate attention. Once you create the follow-up queue using the methods described below, accounts can immediately be fed into these Contact Queues for employees to contact customers via phone or through a mail-merge letter (see Create a Mail Merge Letter in the Contact Queues screen help documentation for more information).
|
Tip: Before completing the steps required to create follow-up contact queues, make sure the Loans > System Setup Screens > Comment Types screen is set up with appropriate codes. For example, if you want to create a Contact Queue for new accounts, you would create a code called "New Customer." Then that code would be used in the steps in number 2 below. See the Comment Types help for more information. |
|---|
Creating a Contact Queue for follow-up tracking involves two screens:
1.
First, you need to create the queue using the Contact Queue Definition screen.
1.Access the Contact Queue Definition screen. 2.Click <Add>. The Add or Change Contact Queue Definition screen appears. 3.Give the queue a name in the Queue Name field. 4.Select "Follow Up" in the Record Type field group. 5.Under the Handling Program field, select Customer Relationship Management > Comments screen. 6.Click <OK>. See the following example illustrating these steps.
 Click to enlarge.
Now perform the steps under number 2 below. You might also need to assign the queue to specific employees, as explained in the Assigning Users to Contact Queues topic. |
2. Next, you need to flag each account that needs a follow-up by using the Customer Relationship Management > Comments screen.
1.Search for the account you want included in the follow-up queue using the Customer Search Screen. 2.Select the account, and then access the Customer Relationship Management > Comments screen. 3.Make sure the Follow-Up Date/Time box is checked. 4.In the Comment Type field, click the list icon and select which type of comment this is. See the Tip above for information on how this list is populated. 5.Select the date you want this account to be displayed in the follow-up queue, then select the time.
6.Select the Follow-up Queue from the list where you want this account to be placed. This list is populated from the steps outlined in 1 above. 7.In the white space below these fields, enter some information that would be helpful for the employee on what they should do with this account. For example, you could write: "Send this customer a welcome letter," or "call this customer to welcome them to our institution."
8.Click <OK>. The following example illustrates these steps.
 Click to enlarge.
Now when employees access the Queues > Contact Queues > Contact Queues screen, this account will be displayed in the follow-up contact queue to be worked (on the date and time selected in step 5 above), as shown below. See the Contact Queues screen help for more information on how to use that screen.
 Click to enlarge. |
