A PerfectMind business case
A customer of PerfectMind recently told me of a business pain they were experiencing. This post will cover the pain, what changes we made to address the pain, and what the end result was for the users.
Business Case
When their customers submit a new credit card number for their monthly payments, they needed to keep track of the "Change of Payment" forms required to keep the contract terms up-to-date. Without this form, it is impossible for them to enforce their contracts. This was the administration concern.
Also, the staff members responsible for collecting the new card numbers are not always able to get the change of payment form right away. If the customer is out of town, they will gladly give a new card number over the phone, but cannot send in the change of payment form for at least a few days.
This created a conflict between the accountant and these customer associates:
The accountant wanted to ensure that all the necessary forms were collected so the contracts were kept up-to-date.
The customer representatives wanted to collect the new credit card numbers, but maintain the flexibility to allow these forms to be sent in at a later (and ideally, a way to track which forms are still needed).
Drag & Drop Development
This business pain was solved by adding just two custom fields, and two reports.
First, an attachment field was added to the “Finance Info” object – these are the records added to store a new credit card number for an account.
Next, a date field was added to the “Finance Info” object – only the accountant has access to this field. This will be used on a case-by-case basis to verify if the attached file is suitable (correct form, filled out properly, etc...)
Finally, two reports were added:
The “Need Change of Payment Form” report for the customer associates shows Finance Info records:
* Created in the last 60 days
* With no attachment
* Grouped by who created them
The “Unverified Finance Info” report for the accountant shows Finance Info records:
* Created in the last 60 days
* No verified date
* Grouped by who created them
End Result
When the customer associates enter a new finance info record, they should attach the scanned change of payment form. If no form is added, and new entry appears on their “Need change of payment form” report, which remains until the form is added. The chart for this report was added to their financial dashboard.
The accountant has the “Unverified Finance Info” report (and a chart on her home page) that shows Finance Info records she needs to approve. When any new entries appear on this report, she can go check if the form was attached correctly (and follow-up with the customer associate if it wasn’t)
Business Case
When their customers submit a new credit card number for their monthly payments, they needed to keep track of the "Change of Payment" forms required to keep the contract terms up-to-date. Without this form, it is impossible for them to enforce their contracts. This was the administration concern.
Also, the staff members responsible for collecting the new card numbers are not always able to get the change of payment form right away. If the customer is out of town, they will gladly give a new card number over the phone, but cannot send in the change of payment form for at least a few days.
This created a conflict between the accountant and these customer associates:
The accountant wanted to ensure that all the necessary forms were collected so the contracts were kept up-to-date.
The customer representatives wanted to collect the new credit card numbers, but maintain the flexibility to allow these forms to be sent in at a later (and ideally, a way to track which forms are still needed).
Drag & Drop Development
This business pain was solved by adding just two custom fields, and two reports.
First, an attachment field was added to the “Finance Info” object – these are the records added to store a new credit card number for an account.
Next, a date field was added to the “Finance Info” object – only the accountant has access to this field. This will be used on a case-by-case basis to verify if the attached file is suitable (correct form, filled out properly, etc...)
Finally, two reports were added:
The “Need Change of Payment Form” report for the customer associates shows Finance Info records:
* Created in the last 60 days
* With no attachment
* Grouped by who created them
The “Unverified Finance Info” report for the accountant shows Finance Info records:
* Created in the last 60 days
* No verified date
* Grouped by who created them
End Result
When the customer associates enter a new finance info record, they should attach the scanned change of payment form. If no form is added, and new entry appears on their “Need change of payment form” report, which remains until the form is added. The chart for this report was added to their financial dashboard.
The accountant has the “Unverified Finance Info” report (and a chart on her home page) that shows Finance Info records she needs to approve. When any new entries appear on this report, she can go check if the form was attached correctly (and follow-up with the customer associate if it wasn’t)
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