The Best Place to Collect Money

摘要

Consider the service department. If the service or sales reps cannot access the financial system, how do they know a customer's account balance or payment history? Is customer A always in arrears? Does customer B always pay by the 10th of the month? Whose checks are bouncing higher than rubber balls? And if service and sales reps can access the financial system, and it is integrated with a customer relationship management (CRM) system, can they drill down to get additional information? The service rep may see the past-due balance on a customer account, but can she get any background information, such as the cause of the non- payment. Is there a billing dispute? Non-delivery or product defect? Without drilldown capabilities, the rep can see the number, which is additional information, but cannot act on the data because she does not have the knowledge she needs.