Groups of contacts

Contact Groups are used to break them down according to different criteria. Within CRM, they are used to profile customer groups and set terms of service

• Customer Groups
  • Customer Price List
  • SLA Terms for Customer Groups
• Customer Care Responsibility Management
  • Helpdesk area
• Good to know
  • Customer group is not a address book
  • How to protect communication with a customer
  • Public Groups
  • To Contact List

Customer Groups

Customer breakdown allows you to fully manage the quality and prices of services as well as customer care responsibilities.

Customer Price List

You can define your own price lists for each customer group. Customers can thus have prices set individually or according to different business criteria.

In customer group detail, you can select price lists that are applied to orders from all customers in the group.

If a customer is in multiple groups and each sets its own price lists, they are used within the order according to their priorities.

SLA Terms for Customer Groups

You can assign SLA Contract to each customer group. The SLA Contract is automatically assigned to each new reported problem. The SLA for a problem can be changed – typically when its severity is reduced. For a customer group, therefore, the default level of SLA conditions is always defined and applies until the severity of the problem is evaluated.

Customer Care Responsibility Management

For each process area, it is possible for a customer group to determine separately who is responsible for it and to which processing area it belongs.
If the data is filled in, then each message that comes from a customer in a particular group is assigned according to the set worker for processing. Together with the worker, the user group can be filled in. This can further limit who has access to the communication.

Helpdesk area

The helpdesk setting is an example of one process group setting

The area where helpdesk tickets are processed allows problems from individual customer groups to be processed separately. If the area is not filled in, the ticket is based in the area defined by the module setting – see the administration of the tsk module.

Good to know

Customer group is not a address book

The system allows you to split contacts into multiple directories. Directories also define access rights, so they allow you to limit who sees which contacts.

By contrast, customer groups organizationally are part of a single recipient, but can contain contacts from multiple directories. An employee who has the right to access a customer group, but does not have access to contacts from another address book, does not gain this access by including them in the group.

How to protect communication with a customer

Communication with a customer is generally visible to workers who have the right to see information about the customer. However, there are options to protect communication:

• By splitting customers into directories and setting up address book access, you ensure that everyone can only see the stored contacts they have. If someone does not have access rights to a address book, they will not know about the contact at all. But be careful that workers responsible for specific processes have the access they need
• By including a specific communication in an area, you ensure that messages are only seen by staff with access to that area. This distinction is important, for example, for projects. If you have a stored contact for a staff member who sends you messages related to a project, by including messages in a project, you ensure that only those with access to the project can see them.
• By marking a message as private, you ensure that only the recipient can see it. But others can see that such a message has arrived.

Public Groups

You can publish a group. If you give the group a public name and description, the addressees can unsubscribe themselves from the group and thus withdraw their consent. You will fulfill the GDPR obligation and you will also have proof of when and how people expressed their contact. More about published groups and GDPR consent to messages here.

To Contact List

In the list of contacts included in the group, you can show when and how a contact got into the group – whether they logged in themselves via the site, or by whom they were included. The columns with information about inclusion in the group are colour coded for better clarity.