This exclusive new HeroTill feature release for HeroTel branches introduces the following improvements, updates and upgrades, with a particular focus on the cancellation module:
IMPROVEMENTS
• Added a field to the VOIP import billing to now specify the selling price
• Added the ability to the debtor’s module to export files to the new standard Excel (xlsx) format
FEATURE RELEASE:THE CANCELLATIONS MODULE
Helpdesk tickets
• Added the ability for a helpdesk ticket to be triggered from the moment the user flags an account for cancellation until complete cancellation in the account workflow
• A new note will be added to every step of the helpdesk ticket
• Only one helpdesk ticket will be created and updated during the whole process
Cancellation Reasons
• Cancellation reasons are now stored for both data and customer accounts
• Reasons are selected from a drop-down menu (fixed) (set in billing settings)
• Added an additional comments text box that allows for efficient reporting and standardisation across the system that can be used can be free text and are also written to the database. This can be found on the edit customer cancellation menu
Accounts workflow
• Removed the customer/data account mode switch from the account workflow screen. Instead, all data accounts set for cancellations will appear here and display all records in Data Account Mode
• Added a customer filter to allow all the data account to be visible for a single customer at a time
• To ensure that a customer cancellation appears in the accounts workflow, when a customer cancellation is triggered (when the cancellation date and reason is set on the Customer Profile), all the Data Accounts for that Customer should be set to have the same cancellation date and cancellation reason (as it was set on the customer):
• Added a Customer Balance field next to Customer Name to quickly show customers that are due for cancellation where they have an outstanding balance
• Added a view helpdesk button to each row to be able to navigate to the helpdesk ticket associated with the data account cancellation request
• Added an approve cancellation button that ensures that only a single email is sent to a customer, listing the data accounts (not one email per data account)
Customer Approvals:
• If a customer clicks ‘No’ in the confirmation page the record moves to the completed tab
• If a customer clicks ‘Yes’ on the confirmation page, the record moves to confirmed
• If a user overrides the customer approval, the record moves to confirmed
Cancellation and customer validation
• Added validation to the system to ensure that you cannot cancel a master account customer that has linked active sub-accounts customers:
• If no data accounts exist, cancellation date and cancellation reasons fields will be greyed out
• Updated the wording to reflect these changes
• Changed the Clear button to clear the value of the Cancellation Date as well as the Reason fields
Cancellation approval notification and settings
• Updated the system to generate email notifications instead of helpdesk tickets when a customer approval is received or when a cancellation is reset. These users can be set to receive these notifications under Billing setup. They will receive an e-mail when:
• the customer confirms the cancellation
• the customer approval is overridden by a user
• the cancellation is reset i.e. the cancellation is not approved before the date it was due
<strong>Cancellation processing and the midnight cron</strong>
• Improved the midnight cron to now take into account that a customer might have chosen not to approve all data accounts for cancellation (decided to keep a service active instead)
• The cron should reset Master Account customer cancellations where data accounts are still active or where any of the linked sub-account customers are active or have active data accounts
• Changed freeradius code to reflect cancellation date changes in HeroTill
Customer cancellation approval request and process
• Improved the cancellation approval process so that a customer now doesn’t have to log into the customer portal anymore to approve a cancellation. A cancellation approval e-mail is now sent to the customer instead customer should be notified of the cancellation request via email and be prompted to approve the cancellation via email
IMPROVEMENTS
• Added a cancellation reason to the cancellation workflow screen so that the user can see the reason a customer cancelled their service. This reason also pulls through to reports/data that can be exported
• Added a new permission structure called Customer Care HOD permission setting to the cancellation user override structure to broaden the amount of users that can do an override to prevent bottlenecks
• Improved the automatching process to be about 30% more efficient by optimising code in the backend
• Updated the debtors module’s batching to now include location information to ensure that each Netsuite transaction can have a single location specified which forms the basis of item stock management. Stock items’ location now pulls through on an invoice
• Added an inventory product toggle and field for non-data products. This is used to track stock in NetSuite. Inventory products must have a stock location specified in billing documents.
• Added an inventory item field and filter to non-data products screen
• Added a batch location filter and field to the debit batches and the debit batches recon screen
FIXES
• Fixed an error where the group enable suspension button did not function correctly
• Fixed a suspension issue where unblocking LTE accounts caused expiry dates to be wiped out
• Fixed an issue with NPS where ratings failed to individually upload
• Fixed an error on the age analysis screen that caused a calculation and matching issue when credit and receipt IDs were identical