Web Calls |
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Web Calls |
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Web Calls |
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Web Calls |
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The DLCPM Web Portal is fully integrated to the Client Application meaning that all activities from the web site are tracked within the application. The tracking is done in 2 different ways. Those that require your attention and those that are simply tracked but do not require the lab's attention.
For example, if Customers pay their invoices Online, the transaction is automatically processed and a call is generated as a Completed Call and requires no further attention. However, if a Customer sends a message to the Lab or inquires about his account, a Pending Call is created and optionally, a designated person in the Lab is notified.
One of the most important responsibilities of the customer care group is to monitor such calls and requests. If notification is setup, the customer care group will also be notified by ePop, Text Message or Email.
This menu option is found under the View menu from the main menu of the Client Application.
Web Call Manager navigation Navigation: View > Web Call Manager
Web Call Manager form
Each call or request is displayed with Doctor Information and option to go directly to the customer record if needed. You may simply open the call, process it, complete it, or assign it to someone in the Lab. Once completed, it will be removed from the Pending Calls. Please see this topic for more information. |
Customers have the ability to schedule a Local or Carrier pick-up online. If you are using FedEx or UPS, the pick-up is scheduled automatically, the record is saved in the database and the label is printed from the web site directly by the customer. Finally, the label is emailed to the Doctor pending that they have email address on file.
The Local pick-ups are recorded on the Doctor record as Pending and shown under the Pickup Manager. If the pickup is for the same day, it is assumed that your dispatcher or shipping department is monitoring the pick-up manager to properly advise your drivers. If the pick-up is for future date, no action will be necessary since it will be included in the Route List which you print every morning for your driver.
Navigation: Shipping > Pickup Manager
Pickups Manager navigation
Pickups Manager form On this form, you may add new Pickup, dispatch to the driver and mark the pick up as Dispatched or Completed. Please note that DLCPM can automatically send a text message to your driver with the pickup information so you wouldn’t need to call them for each pick-up. Please see this topic for more information. |
The fulfillment requests (Supplies) are handled in a very similar way to the Pick-up except that they are shown under the fulfillment Manager. When customers request supplies like Boxes and RX Forms, their requests are linked to their account and also shown on the fulfillment manager.
Navigation: Shipping > Fulfillment Manager
Fulfillment Manager navigation
Fulfillment Manager form
Once again, you may add and complete these orders as they are fulfilled and shipped to the Customers. Please note that you may also record the tracking number for each shipment if they are shipped by Carriers such as FedEx or UPS. Please see this topic for more information. |
The Credit Card Payments are automatically processed and confirmations are automatically emailed to the Doctor. In DLCPM, the Payments will be Synchronized to QuickBooks at the next Sync time.
Navigation: Customer > 5. Accounting >
The Customer Payments form will open. Feel free to play around with Query selection and other options on this form. The transactions displayed are only for the current customer. Please see this topic for more information. |
Click the Accounting Menu from the main Menu across the top and then select Customer Payment Manager. Then select the CC related Queries to view that Credit Card transaction. This form is very similar to the one above except that it displays the transactions for all Customers along with their ID and Name and address.
Navigation: Accounting > Customer Payment Manager Customer Payment Manager navigation
Customer Payment Manager Please see this topic for more information. |
