Customer Service Policies: Editing Accounts - ER

Modifying account information is a crucial process that needs to be adhered to maintain accurate records and ensure a seamless customer experience. Editing Accounts delves into the procedures and guidelines for making modifications to customer accounts within our system. This involves updating personal information, contact details, and payment methods. By comprehensively covering the policies of editing accounts, ensures that our organization maintains the integrity of customer data, enhances user satisfaction, and upholds data security standards. 

 

Editing Active Accounts 

Editing Accounts:

1. Click on the Pencil Icon
2. Change the information that requires changing
3. Click "Update"

 

Account Cards

Below you will find the information found in each card in Pando and what can be edited.

Customer Information Card 

1. Customer Name 
2. Phone Number 
3. Email Address 
4. Billing Address 
5. Shipping Address 
6. Site Address 

 

Payment Information Card

1. Payment Type 
2. RMR Billing Cycle 
3. Next Billing Cycle 

 

Custom Fields Card

1. Monitoring Plan 
2. Equipment Warranty 
3. Equipment Warranty Expiration 
4. Equipment Balance 
5. Cove Monthly Credit 
6. Cove Credit Balance 

 

Central Station Card

1. Site Password 
2. Responding Party 

 

Editing Data Entry Accounts

Accounts with a primary status of data entry are accounts for which the initial order is still being processed. The Data-Entry status tracks each step of the fulfillment process. All account actions under this status are fully automated and intended only for viewing purposes.   (Usual reasons to edit data entry accounts are: Customer calling to update their site address, email address, and phone number a day after they purchased the equipment). 

While in Data entry, we can edit all the following information but only through the master screen:

1. Addresses (If they need to update the shipping address, this cannot be done if there is a tech already assigned) 
2. RP’s - Responding Party is the term used for the customer and other contacts to be called in case of an alarm event.   
3. Phone Numbers 
4. Emails 
5. Account Holder Names 
6. Additional Order through the Customer Order Screen as a “SEPARATE” order. 

Note: Billing information is not editable while in data entry.