W8TER.COM Tutorial

Overview:

Welcome to W8TER.COM, the Customer Service Solution Center.  This system is designed to use innovative technology to help you provide better service to your customer. The W8TER system facilitates the process of keeping your customers informed and up-to-date on their individual service status. In the following Tutorial we will: (1) Take you through entire process step-by-step, and (2) Show you how to keep customers satisfied to increase your Customer Satisfaction.

 

- Login Screen -

 

System Login: 

The W8TER system requires a Username which will be an email address (company provided or personal).  Each individual has their own password, which will be the word “password” for the first login.  Upon login, you will be asked to change your password to a word you will easily remember. Please note: Should you forget your password, simply email our support team at support@w8ter.com.

 

 

-         Customer Q Screen –

Customer Q: 

The Customer Q screen is the “Heart” of the system.  It displays your customers in order by their Renewal Date. This makes it easy for you to see which customers are due and when.

 

In order for a customer to display on this screen we have to add them to the system. To do so, click the   Add New Customer   option button located on the left side in the menu section. This will display the following Customer Information screen.

 

– Customer Information (Add) Screen –

 

Adding a New Customer:

  1. Click the Add New Customer button located on the left side in the Menu section.
  2. Enter in the customer’s Mobile Number. Note: You do not need to enter mobile number or email address in order for the customer to display on the Customer Q.
  3. Enter the customer’s E-Mail Address. Similar to the Mobile Number, you can enter and lookup a customer via their Email Address. Simply enter their address and click the Lookup icon. The system will attempt to find the customer via this information. 
  4. Feature Note: If the customer is found in the database via the Mobile Number or E-Mail Address, the system will display their information.
  5. Enter the Customer’s First Name (required)
  6. Enter the Customer’s Last Name (optional)
  7. Set the appropriate Service Cycle days (0, 30, 60, 90, 180, 365). The system will automatically roll the customer into their next cycle based on this value.
  8. Select the Customer Type (Pending/Existing)
  9. If you would like to assign an agent, company, etc to this client, you can select the name from the dropdown list.
  10. Click the   Submit Customer   button to automatically access the next step, the Customer Notifications screen.

 

 

– Customer Notification Screen –

Notification Page: 

The Notification Screen along with the actually E-Mail Notifications are customized to your specific business needs. To assign E-Mail notifications to a customer, simply check the box next to the notification you wish the customer to receive. The system will automatically send out the selected emails based on your preset time period. When you’re finished selecting the notifications, click the   Submit   button to return to the Customer Information screen. If you wish, you do not have to check any of the notifications.

 

– Customer Information (Edit) Screen –

 

The list of all the notifications you have selected is displayed on the middle of this page. Now simple set the Previous and Next Service/Renewal Dates for this customer. You can also add any Notes regarding any special customer requirements or comments.

 

When you click the   Submit Customer   button, the system performs the following operations:

  1. Customer is added to the Customer Q screen in Next Date order.
  2. If the customer is set to Pending, the system will automatically generate a follow-up “Thank You” Text Message or E-Mail for the customer. In our demonstration, Tom Lynch is receiving Text Message alerts.

 

Below is an example of what the Tom will receive:

 

 

The W8TER system allows your establishment to customize the Text Messages/E-Mails to fit your business needs. Ask your Sales Representative or review the Company Start-up Sheet for complete details.

 

The Customer Q screen is automatically updated with the information for this customer, Tom Lynch, and will be displayed as seen in the below illustration:

 

Please note:    (1) Customer’s are displayed in order of their Renewal Date.

(2) The total number of customers in your database is displayed to the right of the screen.

 

Customer Editing:

  1. From the Customer Q screen, click on the Customers Name.
  2. From the Customer Screen, you can:
    1. Adjust any of the customers information
    2. Adjust any of the Notifications clicking the Notifications button
    3. Adjust the Renewal and/or Previous Dates manually. (The system will do this automatically based on the selected Cycle Days)
    4. Adjust any of the Notes
    5. Delete a customer by clicking the Delete Customer button
  3. Click the Submit Customer button once you have made any adjustments

 

Customer Q Screen Options:

From the Customer Q screen, you can perform the following:

  1. Roll your mouse over the Cycle  icon to easily display the number of days for the customer (figure 1).
  2. If you want to locate a customer, simply type in their last name or part of their last name and click the Lookup  icon. This system will display all the customers that match your search criteria (figure 2).
  3. The Customer Q screen displays 25 customers at a time. You can use the Paging buttons if you would want to scroll through your customer list (figure 3).

 

Figure 1

 

Figure 2

 

Figure 3

 

Removing a Customer:

If you wish to remove a customer from your customer list, follow these steps:

  1. Locate the Customer on the Customer Q screen and click on their name (figure 2).
  2. Click the  button located on the right side of the Customer Edit screen.
  3. The system will ask you to confirm the customer removal, click OK.
  4. This will remove the customer from the Customer List, but the system will retain the customers’ information in case he returns at any time in the future.

 

Follow-up Message Service:

One of the major advantages of the W8TER system is the ability to automatically generate follow-up emails for each customer based on your individual business needs. Below is an example of a type of email you can send out. This example shows that the client was notified that his policy will continue into the following year. The W8TER system supports up to 6 customizable email messages which can include links to your website, email links and company logos or any special graphics.

 

  

 

System Reporting:

The W8TER system supports several reporting options. Customer Summary & Scheduling reports can be run for any specific date range. The reports are as follows:

  1. Company Start-up
  2. Notification Sheet
  3. Customer Summary (Gold Package)
  4. Customer Detail (Gold Package)
  5. Customer Message Detail (Gold Package)

–        Reports –

 

 

Daily Email Reporting (Gold):

Each day the W8TER system automatically you a complete list of all your customers with renewal dates during the next 30 days.

 

 

 

 

*If printing the W8TER Tutorial, use Landscape mode with .5 inch margins for best results.

 

- End of Tutorial -