BlueFront Update
October 2008
Welcome to BlueFront Update!
BlueFront Update is a newsletter which is designed to keep you up to date with developments at BlueFront, bring you news of new Emrox solutions, provide updated information on existing Emrox solutions, advise details about software update releases and to supply feature hints and tips to ensure that our customers get the most from their Emrox solution.
BlueFront Update is issued on a bi-monthly basis and back copies are available on our main website http://www.bluefront.com/newsletter.
In this issue:
News - BlueFront Denmark country manager retires.
New Product Features - Multi-time repairs and customer order history in Emrox Store.
Hints and Tips - Managing customer communication via Emrox Store.
Software Update - Emrox.net 2.1.3 update.
News - BlueFront Denmark Country Manager retires.
Our Country Manager at BlueFront Denmark, Director Flemming Sørensen retired at the end of September 2008. Flemming will remain available for us (and others) on a consultancy basis for the next two years or so.We thank Flemming for his great efforts in building the BlueFront name in the Danish market and wish him the very best of luck and health in his retirement (and also wish him great success as a 40 hours/ week golfer!).
In the short term, the Danish market will be taken care of by our Oslo Office, until a suitable replacement can be found.
New Product Features - Multi-time repairs and customer order history in Emrox Store
Up until recently, Emrox Store users had to use the search function to find historic orders for a specific customer, IMEI or serial number. Now, if you use the pre-registration function (which is displayed when you select “New order”), the system will automatically search for and display any historic orders containing that IMEI, serial number, or customer.
Any related orders are displayed below the pre-registration form so that you can open them and create e.g. a multi-time repair order. This feature can enable you to keep better track of products that come in for the second or third time, making it possible for you to take the appropriate action to keep a happy customer. An example screenshot follows:
Hints and Tips - Managing customer communication via Emrox Store
Communication Options
In Emrox Store, four different customer communication contact options are provided:
1. Email, 2. SMS, 3. Phone, and 4. Letter. (see following screenshot):
Default options
The default settings in most accounts are SMS and email. This is because SMS and email messaging are handled automatically. This ensures that accurate and real-time information is always provided to your customer (when needed), which also saves a considerable amount of time for store staff. Ensuring that fast and accurate information is provided to your customers is a key factor in delivering best-class service.
Alternative Options
For those customers who do not have access to email and/ or SMS, or for those who are not comfortable with the technology, it is also possible to choose Phone or Letter as the contact option. In this case, the system will send you a reminder when you should make a manual follow-up communication with your customer.
Store History
By clicking on “History” in the Emrox Store Service Order window (see above screenshot), Stores can see a full history of the service status of a customers order. The history includes date and time stamps for each status update. It shows when and how customers have received communication messages and also if the customer has checked their order status by using “Customer Access”. An example screenshot follows:
Customer Access
A powerful support service which can enhance for your customers is “Emrox Customer Access”. A unique “Customer Access” URL link is created for all new service orders made in the Emrox Network. To get access to their returned item’s service status, all your customer has to do is to follow the information printed on the Hand- In receipt, or to use the link in the email message that automatically is distributed when email is chosen as a customer contact method. An example Customer Access screenshot follows:
Software Update - Emrox.net 2.1.3
A new upgrade was made to our NET2 platform during September. This update included several new features and also improvements to workflow and functionality for Emrox Store, Emrox Self Service, and Emrox Customer Access. Full details can be found at www.emrox.net/news
Copyright (c) 2008 BlueFront AB. All rights reserved.