Customer Database

I cannot tell you how much we rely on our database/call management system, it is absolutely vital in running a modern service company. So much so that without it we would be dead in the water, literally.

I’ve had a few occasions where the server has toppled over in the past few years and, on each occasion, we almost couldn’t even book a call!

Being able to track your customers and pull up details of a customer on a whim is essential IMHO giving you a potted history of the customer and your dealings with them and apart from that the right tool for the job can save shedloads of cash and time. Also, customers now expect you to have this information which I can fully accept.

We have looked at several systems, web based, MS Access based and others but as yet, we’ve yet to find one with the communications required and the speed needed to take calls straight off the phone, fax or email without any hinderance. Web based is not the way to go with call management IMO for this industry, locally stored data is. But more on all this once Dave and I finish and actually find a suitable system to use that we would be happy recommending.

Martin’s solution is fine if you have the time and way-with-all with a PC to use it but for most of us we need a solution dumped on us that just works and is already tailored to our industry. But believe me, the right system as Martin rightly says, saves just so much time and hassle you wouldn’t understand how you managed without a call logging system.

K.

Exactly Penguin, irrespective of the system used (I won’t go there okay ;)) the logging and retention of all this data is absolutely critical to me and to Dave as well I know. It’s why we’re putting so much effort into finding a system that is cost effective (read cheap) that anyone can use but has the capability needed specifically for whitegoods servicing purposes.

It has to be simple and easy to use, as well as fast for call logging off the phone etc. and offer expansion into other areas as required as well as the volume of information and clients (network and them what pay) as possible. I have a few nifty ideas on that.

But if there’s enough interest in dragging our asses into the 21st century then I’m sure we could get a deal on some software. We just have to make sure it’s the right software for the task.

K.

No Martin there’s no blood to be drawn, I just fail to comprehend how any service company in this day and age can survive without some IT, and many seem to do so.

As for CLID etc, there’s more to that than you probably know about and tricks you can do with it. 😉

K.

Re: Customer Database

Tinhips wrote

Register with the Data Protection Agency, no matter how small you are,because as soon as you use the information outside of a personal record you break the law

I recently received a scam letter supposedly from Data Protection Agency asking for a large sum of money to register a “legal requirement”, being of a suspicious nature I rang D.P.A who told me that as an independent service engineer I did not have to register, of course check with them if you are a larger organisation as the rules may be different in that case.

Re: Customer Database

I have added a new download regarding the DATA protection act. It’s basically a guide for small businnesses, not the whole act as this is huge and mainly not applicable. It’s in the pdf section. Or you can download it here:

http://www.informationcommissioner.gov. … 20V1.2.pdf

From memory when our old registration expired last year, the law has changed. If as mentioned the information is used purely for personal records and does not contain information regarding religious beliefs, ethnic status or suchlike, or is used for marketing purposes it is now no longer neccassary to register, but it’s worth checking.

Dave.

Re: Customer Database

johnmac11 wrote:Comments????

Yep, that’s basically the same as they told me last year. I didn’t need to re-register either.

Dave.