Purpose: The purpose of customer visitations is to build stronger relationships and uncover opportunities to create additional value for our customers. These visits, conducted proactively and in a structured manner, ensure we stay connected to customer needs, address challenges, and reinforce our commitment to exceptional service.

Objective:

• Conduct meaningful, face-to-face (or virtual) discussions with customers.
• Prepare in advance by reviewing account history, invoices, CSR notes, and payment performance to guide the conversation.
• Ask thoughtful, probing questions to identify opportunities for improvement and added value.
• Document specific actions, commitments, and follow-ups in the CSR system to ensure accountability and continuity.
• Complete both required and discretionary visits to balance assigned priorities with emerging customer needs.

1. Who is Responsible:

• Regional Service Director (RSD)/Service Manager (SM):
  • Complete 11 required customer visits identified in the assigned list.
  • Perform additional discretionary visits (total of 36 visits per quarter).
  • Ensure preparation before each visit by reviewing account details, invoices, CSR notes, and customer history.
  • Record all actions and commitments in the CSR system.

2. Frequency / Due Date:

• Quarterly Schedule: Customer visits must be completed each quarter (January–March, April–June, July–September, October–December).
• Deadline: All required and discretionary visits must be completed by 11:59 PM on the last day of the quarter.
• Visit Planning: Scheduling and preparation should occur early in the quarter to ensure all visits are completed on time.

 

 

 

 

 

 

 

 

 

 

Complete the following steps to update a Marketing assigned customer visitation CSR (12-085) in ABS:

 

1. In ABS, navigate to Daily Procedures – Contacts
2. Use the dropdown menu in the upper right-hand corner to choose the type of visit you want to look up.
   1. Tip: If you need to adjust your grid view to display open or closed contacts, refer to the instructions provided at the bottom of this document.

 

 

3. From the list, select one of the Marketing-assigned visits (e.g., 12-085) by highlighting and double-clicking the customer number.
4. Scroll down to the Follow Up Notes section and click +Add to begin entering your notes.
5. Type in the details from your visit, then select Save and Exit to complete the entry.

 

6. Select the Resolution dropdown and use one of the following codes:

 

 

 

 

 

Complete the following steps to add a customer visitation CSR (12-087 or 12-088) in ABS:

 

1. In ABS, navigate to Daily Procedures – Contacts
2. Use the dropdown menu in the upper right-hand corner to choose the type of visit you want to look up.
   1. Tip: If you need to adjust your grid view to display open or closed contacts, refer to the instructions provided at the bottom of this document.

 

 

3. From the list, select one of the Reactive customer visits (e.g., 12-087 or 12-088)

 

4. Enter the following information into the new CSR record:
   1. Customer Number and Contact Person
   2. New Field → Route Number
   3. Closed Field → Username
   4. By User → Username (this is required to ensure you receive credit for the customer visit)

 

 

5. Click Save and Exit

 

 

 

 

 

 

 

 

 

 

 

 

 

Complete the following steps to update/add a customer visitation Grid Views in ABS:

 

1. In ABS, navigate to Daily Procedures – Contacts
2. Select Grid Views

 

 

3. Select My Views and click +Add

 

 

 

 

 

4. Complete the following steps to set up your view:
   1. Give your view a name (e.g., 12-088 Visits Closed to display closed visits with that category code).
   2. Open the Rows tab.
   3. Click +Add
   4. Enter the criteria shown in the reference image. (Note: The Category Code value will vary depending on the visitation code you want to look up.)

 

 

5. Click Save and Exit