How To: Identify Catalogue Requests that have not resulted in a sale

It is possible to find customers who have had a catalogue using the catalogue request but who have not yet ordered anything. They can then be emailed or added to a call list.

Setting up the Catalogue and Associated Keycode

1. Create a Keycode to track catalogue requests, for example Catalogue requests 2011, see How To: Create a Basic Keycode.
2. Create a Catalogue, for example 2011 Catalogue, see How To: Create a Catalogue, with the following:
   1. Tick the Update Comm Log option and enter the number of days for follow up in the the Next day in # day(s) if you want to call customers later using the Communication Log.
   2. Set up a Contact Type, for example Catalogue Request, see How To: Setup CRM Contact Types, so you can filter them in the [ Contact Manager | Comm Log ] screen.
   3. In the Catalogue select the tracking keycode in the Keycode drop down to link it to the catalogue.

Creating and Processing the Catalogue Request

1. Open a Customer screen (show me how).
2. Find and load the customer.
3. Press Ctrl+Alt+R to create the catalogue request ensuring you choose the right catalogue.
   Note: the Keycode associated with the catalogue will be selected, however you can override the choice of Keycode.
4. Email setup (Optional), this will send an automated email to the customer once the Catalogue Request has been processed.
   1. Create an Email Template to send to the customer when the catalogue request has been processed, see How To: Setup Email Templates with the following:
      1. Trigger Type of CAT REQUEST.
      2. Add to Comm Log when sent checkbox unticked.
   2. Create an Email Trigger Rule using the above template, see How To: Setup Email Trigger Rules with the following:
      1. Trigger Type of CAT REQUEST.
      2. Select the Email Template created above from the Message Template drop down list.
      3. Tick the Active checkbox (Optional).
      4. Tick the Subscribers Only checkbox.
      5. Tick the Send Email Immediately checkbox (Optional).
      6. Add the conditions, for example:

         OLD STATUS = ISSUE

         NEW STATUS = ARCHIVED

      Note: the email will only be sent if:

      • The customer has a valid email address; and
      • The customer has their E-Mailing List Subscriber checkbox ticked in their [ Customer | Detail | Address ] screen.

5. Process the Catalogue Requests through to Archive, see How To: Process Catalogue Requests.

Identifying Customers who have not bought

1. Open a Sales Summary screen (show me how).
2. Open the [ Customers ] screen.
3. Using the button select the following filters:
   1. Keycode: the tracking keycode as created above.
   2. Non-Buyers and tick the checkbox.
   3. Sent / Not Responded and tick the checkbox.
4. Click on OK.
   

Using the List of Customers

Once a list of customers has been returned they can be used as follows:
Note: they must be green-selected before selecting the options below.

• Added to the List Manager using the context menu option Add To Open List Manager. From the List Manager the customers can be:
  • Emailed to remind them about the catalogue.
  • An alternative Keycode can be added to their record, for example if you if you want to progress them through stages of follow up. The follow up keycode could offer free delivery, 10% off their next order etc.
  • A new Comm Log entry can be attached to their record. This can then be filtered for in the [ Contact Manager | Comm Log ] screen.
• Added to a Call List using the context menu option 'Actions' then 'Add to Call List'. Users can then phone the customers who have not bought.
• Print Labels using the context menu option 'Actions' then 'Print Labels'.

See Also

• Customer/Supplier screen
• Promotion overview
• Sales Invoice screen