Scenario:
When a Broker/CP shares customer details (e.g., Mr. XYZ, Contact No. XXXXX98709) with the CRM team to create an enquiry, the following happens:
- New Customer Enquiry:
- If the customer is new, the enquiry is tagged as coming from a Partner/Broker, and this source cannot be modified.
- Existing Enquiry:
- If an enquiry already exists for the same customer (through a media channel like Web, WhatsApp, or Facebook), the team informs the Broker/CP that the enquiry has already been created with the same contact details.
- In this case, the Broker/CP communicates to the customer that their enquiry has already been created, which can sometimes lead to confusion or miscommunication, causing the Broker/CP to redirect the customer.
답변 1개
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