Day 3

𝓐𝓶𝓮𝓻𝓲𝓖𝓾𝓲𝓭𝓮

𝐀𝐦𝐞𝐫𝐢𝐆𝐮𝐢𝐝𝐞 𝐖𝐡𝐚𝐭 𝐢𝐬 𝐢𝐭?

The AmeriGuide is a centralized knowledge tool that gives employees quick access to current processes and procedures to help provide support to our customers.

𝐒𝐀𝐏 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐎𝐯𝐞𝐫𝐯𝐢𝐞𝐰 (𝐂𝐕𝐢𝐞𝐰)

SAP CView is accessed from the Applications dropdown in CRM and is an overview of the customer's account.

𝓢𝓸𝓵𝓭-𝓣𝓸 𝓿𝓼 𝓢𝓱𝓲𝓹-𝓣𝓸

𝐒𝐨𝐥𝐝-𝐓𝐨:

  ➤ This is the customers billing address and can be different than the delivery / Ship-To address.
  ➤ The Sold-To of a customers account always starts with a 2.

𝐒𝐡𝐢𝐩-𝐓𝐨:

  ➤ This is the customers delivery or service address and can be different than the billing/ Sold-To address.
  ➤ The Ship-To of a customers account always starts with a 1.

𝓒𝓥𝓲𝓮𝔀 𝓝𝓸𝓽𝓮𝓼 𝓑𝓾𝓽𝓽𝓸𝓷

All notes should go into the Notes and Activities tab of CRM. However, sometimes you may need to view or create a note on the customer's CView account.

Some notes are visible to field employees and our customers to communicate account specific information. Do Not delete notes from the customer's account!

ACCL>Account Alerts>Red highlight for high priority information

CRNU>Customer Release #>Shows in the miscellaneous info field on a consolidated invoice and delivery order

DDIR>Driving Directions>Shows on documents to provide driving directions to the driver or serviceman

FBFW>FB Forwarding Address>Forwarding Address for Final Bill

IMSG>Invoice Message to Customer>Shows on an invoice - standard invoice only

PDIN>DIN Permanent Delivery Instructions>Shows on delivery order to provide customer-specific delivery instructions for the driver

PONU>SITE>Shows in PO field on the invoice and delivery order

Customer PO #>Meter/Tank Location Site>Shows on invoice as a descriptor for the Ship-To

𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐓𝐲𝐩𝐞𝐬 - 𝐏𝐫𝐢𝐨𝐫𝐢𝐭𝐲 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬

Priority Customers are identified with a purple circle with a white star inside.

We never tell a customer that they are a priority customer this is internal information only.

𝐍𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐀𝐜𝐜𝐨𝐮𝐧𝐭𝐬

Another name for a National Account (NA) is Strategic Account (SA). National Accounts can have ACE, Motor Fuel, Dispensers, and Bulk equipment.

Landlord Accounts

  ➤ Landlord accounts are set up as a separate account from the Tenants.
  ➤ In most cases, but not always, the Tenant pays for their propane while the Landlord will pay for the tank rent and any maintenance needed.
  ➤ When there is no Tenant on the property, the Ship-To number with the equipment will be moved back to the Landlord's account until a new Tenant moves in.

𝓣𝓮𝓷𝓪𝓷𝓽 𝓪𝓷𝓭 𝓛𝓪𝓷𝓭𝓵𝓸𝓻𝓭 𝓐𝓬𝓬𝓸𝓾𝓷𝓽𝓼

𝐕𝐢𝐞𝐰𝐢𝐧𝐠 𝐭𝐡𝐞 𝐚𝐜𝐜𝐨𝐮𝐧𝐭 𝐭𝐲𝐩𝐞 𝐢𝐧 𝐒𝐀𝐏 𝐂𝐕𝐢𝐞𝐰

  ➤ Click on Sold-To #
  ➤ On the Display Customer: General Data screen, click on the Marketing tab.
  ➤ Under the Classifications section in the Tenant/Own/LL field view which type of account this customer is set up as.

𝐓𝐚𝐤𝐞𝐨𝐯𝐞𝐫

To be considered as a Takeover there Must Be:

  ➤ An Active account in the system for the previous customer

  ➤ The account must Not be Final Billed, or loss coded ما

Once the Takeover account is created:

  ➤ Until the previous account is Final Billed the new account may show as a double Sold-To account since the Ship-To has not yet been moved to the new account.

𝐓𝐚𝐧𝐤 𝐨𝐧 𝐋𝐨𝐜𝐚𝐭𝐢𝐨𝐧 (𝐓𝐎𝐋)

An Amerigas tank that is still hooked up on property and waiting for the next customer to set up service.

  ➤ When you search the address, you can see the account name as Tank on Location and the Sold-To number says TOL_XXXX (plant number).

  ➤ If the new owner has questions about the equipment on site, you can see this information in the equipment tile.

  ➤ The Pricing and Delivery Method tiles will not show information because the tank is not connected to a customer.