Pulse : How to upgrade a customer

Selling upgrades is new to Pulse users. And this article explains how to do that.

This will be done by Pulse users with permissions related to Customers module, such as

• Call Centre

• Shop Managers

• Retail Supervisors

• Other users

Below is a quick demo video on how to upgrade a customer in Pulse

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Text Instructions

Follow this step by step instructions:

1. Look-up the customer you want to upgrade

2. Open the upgrade form and follow the steps

3. Choose the products the customer wants

4. Add a Sales Agent (if applicable)

5. Review the info on Summary page

1. Lookup the customer to upgrade

Using the customer search page, there are 4 steps:

• Name, Phone or ID: you can search a customer by his name, or his phone number or even his unique Bboxx Customer ID. You choose any of those.

• Customer’s shop: if you are not sure about his shop, select Global search

• Customer status: you don’t need to select a status

• Search (button): click on this button, to open that customer’s detail page

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Here is a documentation for the customer detail page.

On the customer detail page,

• Click on “Call” button

• Choose “Customer upgrade”

2. Open the upgrade form and follow the steps

Pulse will assess eligibility for an upgrade based on (1) credit check for upgrades algorithm, if NGU has the algorithm enabled and (2) contract performance, if NGU doesn’t have the algorithm enabled.

• If a customer is eligible, the user will see tick marks on all the requirements, and the customer account will be marked as “Upgrade Permitted”. This means they have met all the required conditions for upgrading.

a. For NGUs using contract performance, they will be able to check if the customer has achieved the required contract performance to be eligible for an upgrade.

b. For NGUs that have the credit check algorithm enabled, they will see an additional condition (“credit check”, replacing contract performance) and they can check whether a customer has passed the credit check based on the algorithm’s recommendation, in addition to the other requirements. Therefore, a customer has to pass credit check (be recommended by the model as eligible) in addition to meeting the other requirements for them to be eligible for an upgrade.

• If a customer is not eligible for an upgrade, based on all the conditions outlined, there will be a cross marked on the “upgrade permitted” field and the field labeled as “not permitted”. This means that the customer hasn’t met all the conditions required to be eligible for an upgrade.

2.1. If the customer is eligible for an upgrade, verify the customer information

To verify the customer info, you check if the customer name and phone numbers are correct and you tick the boxes. Then you click on Next.

Choose the products the customer wants

• To choose the product(s), you check the name of the product the customer names and click on the + sign that is on the left of that product. You will also see that the number increases from zero (ascending order) as you click on the + sign.

• To remove the product(s), you click on the - sign and the number will decrease towards zero.

• As you add/remove the products the “Total Energy available” will also change

• When it’s positive it’s in green color. Positive means that the products will be consuming less energy than the system can produce.

• It’s red when it’s negative. Negative means that the products will be consuming more energy than the system can produce.

  • When this happens, you get a warning to tell you that you have exceeded the energy limit but Pulse doesn’t stop you from proceeding (if the customer insists).

  • If you want to proceed with click on “Close”. And click on “Next” button.

4. Add a Sales Agent (if applicable)

Sales Agent is optional but you can’t proceed if you don't select one or at least specify that there was no Sales Agent involvement.

• To specify that, you disable to toggle that has text “Sales Agent”

• To lookup a Sales Agent, you can use their name(s) or their Bboxx agent code. But using the Bboxx agent code would be much faster because they are unique.

4.1. Lookup a Sales Agent with their name(s)

You type at least one of the names of the Sales Agent and click on Search

If your search returns one result, the Sales Agent names, Sales Agent code and Phone fields are filled automatically, otherwise it will give you the list of the search results to choose from. You can also click on clear to refine your search.

Or you can use a quick option which is using the Sales Agent code

4.2. Lookup a Sales Agent with their unique code

You can type in the full agent code or just use the 4 digits in the agent code. And click on ‘Search’

And the right Sales Agent will be selected. Click on “Next” button

5. Review the info on Summary page

The summary page has:

• Upgrade info:

  • Customer name: Full names of the customer

  • Account ID: the unique account ID of the customer

  • Upgrade down payment: total initial payment required for the upgrade

  • Upgrade Monthly Fees: total amount the customer will be paying for the upgrade on monthly basis

  • Total Energy available: difference between energy production and energy consumption

  • Sales agent: the name of the sales agent who is linked to this upgrade

  • Current daily rate: the daily rate that the customer has before upgrading

  • New daily rate: the customer’s daily rate after upgrading

• Upgrade table:

  • Qty: number of items selected per product

  • Product code: the unique product code

  • Product name: the name of the product

  • Down payment: the initial payment required for a product

  • Daily rate: the daily payment required for a product

  • Monthly rate: the monthly payment required for a product

  • Energy Usage: the amount of energy the product consumes (always in negative)

• 3 buttons:

  • Back: Go back to the previous page

  • Cancel: Cancel the application. This will take you back to the customer detail page.

  • Submit: Submitting the upgrade application