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Question

Contacting Customers on a schedule.

Workflow
Updated October 12, 2020
asked on October 8, 2020

We are implementing a new program where we will have a person contact each customer at least once every 2 weeks. I would like a reminder to go out at that 2 week mark if the customer has not been contacted. Once the customer is contacted, I need the timer to reset. I was wondering if anyone had any suggestions on teh best way to set this up...

Each customer has their own file in the repository.

Thanks.

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Answer

SELECTED ANSWER
replied on October 12, 2020

This is inefficient because you could be retrieving hundreds of documents and sorting through them to find the 2 that need attention. Do the date calculation first and the run a search for documents where the contact date is old enough to need attention. That way you process a smaller amount of items.

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Replies

replied on October 8, 2020

One approach would be to have representatives complete a short form every time they contact a customer. That form could be saved to the repository. Then you could create a workflow that would run periodically (perhaps once a day) that would go through your customer list, and for each customer would do a repository search for a form for that customer that had been submitted within the last two weeks. If the search comes up empty, send out the email.

 

If you don't need to file the forms, you can do the same thing with a database table: The form process that records a customer contact would then call a workflow that would create an entry in a table showing the date a certain customer was contacted. Then the reminder workflow would query the database table instead of searching the repository. A side benefit of this second method is that it would be faster.

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replied on October 8, 2020

I like the idea with the form because it gives you flexibility to extend the program. You can collect info about their concerns and needs and report on the changes per customer or across sets of customers.

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replied on October 9, 2020 • Show version history

Thanks for the suggestions.

After some thinking, I decided against actual notifications since we can have a couple hundred retail customers at a time. I opted for putting shortcuts to the job folders in another folder. The workflow scans all retail jobs and filters the the ones hat arent older than 2 weeks from last contact and duplicates out at a conditional decision. Workflow adds 12 days to the last contact date and if that total is less than the current date, it places the job in the correct folder.

Each morning that employee will get an email stating how many new customers he/she will need to contact as well as the total number in the folder. Once he updates the last contact date, the shortcut is deleted automatically from the folder.

My only question is what happens to the jobs that are filtered ut at branch 4? It doesnt seem to affect the workflow at all..If I put an end workflow there it stops all of them.

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SELECTED ANSWER
replied on October 12, 2020

This is inefficient because you could be retrieving hundreds of documents and sorting through them to find the 2 that need attention. Do the date calculation first and the run a search for documents where the contact date is old enough to need attention. That way you process a smaller amount of items.

1 0
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