ABE - How To
process a
CRM Customer
Request Work Instructions Version 0.2 Issue Date: TBA Created by: Devanshi Mehta Reviewed by: Marc Demandante, David Storace Approved by: Mick Dovile
40 English St, Essendon Fields VIC 3041
ABN: 43 818 767 917 [email protected] www.activeutilities.com.au
Table of Contents
1. Introduction ............................................................................................2
1.1 Purpose ............................................................................................................................... 2
1.2 Systems Used ..................................................................................................................... 2
2. Electricity CRM Customer Verification ................................................2
ABE - HOW TO PROCESS A CRM CUSTOMER REQUEST - MARCH 2016 2
1.Introduction
CRM Customer Verifications are tickets that are generated once the customer applications have
been verified through ABE.
1.1 Purpose
The purpose for this work instruction is to provide the user the knowledge on how to process CRM
Customer Verifications and the related tasks like adding electricity meters to customer accounts and
sending welcome letters.
1.2 Systems Used
ABE (Utilibill)
Service Desk Plus (SDP)
2.Electricity CRM Customer Verification
Post competition of the SDP – Picking up a customer verification Request please follow the
below steps
Step 1: Log in ABE/Utilibill using provided login details (Always select Active Utilities Admin as
group this is always the defult) – https://abe.activeutilities.com.au/active/Login
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Step 2: The below window should appear where you need to paste the customer number in the
Search tab and Press Enter to bring up customer’s account.
Step 3: Once you have pressed enter and searched for the customer account number/customer ID
the account will come up as shown below.
Identify the incomplete/empty fields such as the Address1, Address2 (the unit number is always
entered in Address1 and street address in Address2), City/Suburb (always in UPPERCASE),
Internet Password (the internet password is the last 5 digits of the customer’s mobile number),
Authentication Name, Customer type, Method Of Communication and Other details if
provided (Real Estate Agent Name and Number).
NOTE: If not all the relevant information is provided then you need to send it to Onshore as an
exception for Onshore to get the information.
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Step 4: Once the incomplete/empty fields have been populated it will look like the below.
Authentication Name, Customer Type, Method of Communication and Real Estate details
are located in the Notes section
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Step 5: Once the account details have been updated, CLICK on the Save button located at the
bottom of the page.
Step 6: A pop up window will appear please CLICK on OK and proceed to save the changes made
on customer’s account. You will then recive the below screen saying successful.
If failed please send request back to WD AU handback queue with notes in SDP.
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2.3 How to add the Electricity Meter to the Account
Step 1: To add the electricity meter on the customer’s account you must identify the supply address
and connection date which is provided in the notes section. (See below)
Step 2: Click on the Utilities button on the right hand side menu.
Step 3: Then click on the Sell button on the right hand side menu and select Utilities from the
drop down menu.
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Step 4: That should bring you to the below page where you need to enter the Building Address,
Apartment and Move In Date.
Step 5: Select the Building Address from the drop down menu.
NOTE: If not in the list, send an email to the Onshore.
Step 6: Select the Apartment from the drop down menu.
NOTE: If not in the list, send an email to the Onshore.
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Step 7: Once you have selected the apartment number, the window will load some more fields and
you then need to enter the Move In Date and Plan.
The Move In Date should be selected from the drop down calender option.
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Step 8: The Plan should be selected from the drop down menu according to the site and customer
type. (Residential or Business)
Step 9: Once the above fields have been populated with the appropriate information, review and
click Move In which is located at the bottom of the page.
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2.2 How to send a Welcome Letter
Step 1: The next step is to send the customer a Welcome Letter which includes useful information
for the customer. This is also a way to notify the customer that their electricity has been connected
on the requested date and that the account has been created. To process this, go back to the ticket in
Service Desk Plus (SDP) from where we had initially copied the customer ID and click on the
Forward button.
Step 2: When you click on reply the below screen will apprear. Click on the Select Reply Template
option on the right hand side of the window and select the Welcome Letter Power for the
appropriate site.
NOTE: Be sure to confirm you have select the correct template for the site.
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Step 2: You will see the below template auot populate in he body of the e-mail as show below. Fill
in the customer’s email in the To field and change the subject to Welcome to Active Utilities (The
request ID in the subject should not be modified i.e.: ##91065489## : as that keeps the flow of the
email conversation consistent, [FWD can be deleted)
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Step 3: Enter Name, Date, Account Number and Password (last 5 digits of mobile number) in
the fields prompted in the email.
Step 4: Delete the line in the red font if the customer is liable to pay a connection fee which is only
applicable if the customer is a Tenant. (In case of an Residential Owner’s account, $40 excluding
GST has to be credited in ABE/Utilibill as he is not liable to pay connection fee)
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Step 5: Move on to enter the Customer Number and Supply Address in the fields prompted in
the email.
Step 7: Once the prompted fields have been populated, review the email and click on Send.
Step 8: After the email is sent, the ticket window should look like the below screenshot and if there
is no further action required you may close the ticket.
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Step 9: Once the account details have been rectified, meter has been added on the account in
ABE/Utilibill and the welcome letter is sent – Notes must be recorded in the Notes section on
account as shown below. (E.g. Date – Your Name – Request ID/Ticket Number – Action) CLICK
on Save which is located on the bottom of the page.
End of work Instructions