Most of the information on the Customer card is pulled directly from our integration with your property management software (PMS). This information is uneditable in the CallPotential system as it is part of your tenant agreement. You are able to add some new contact info specific to CallPotential but tenant information and account ledgers should be managed in your PMS. Any notes made on a Customer card in CallPotential will also transmit to your PMS.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
Tab Section
- (A) Lead - If the Customer was originally a Lead created in CallPotential, the Lead and script information can be viewed here.
- (B) Customer - The main view for all information related to the Customer record. All sections described in this guide are part of this Customer tab.
- (C) History - Accesses all past communication handled through CallPotential.
Contact Header - This provides key contact information and is always viewable across the Customer, Lead or History tabs. Note: This information can also be found in the Lead card information guide.
- (D) Search - Click to match incoming calls to existing records and change the record you are working with. This is particularly helpful when the Lead or Customer is associated with another location.
- (E) Name - This is the name associated with the account and will appear in all Customer or Lead searches and Collection or Follow-up events.
- (F) Type - This provides a visual representation of the person’s status. Status categories include an orange Customer label or green Lead label.
- (G) Phone - This is the primary number associated with the account. All outbound phone calls and texts get sent to this number unless otherwise indicated by clicking the (H) Phone Dropdown.
- (H) Phone Dropdown - Click this dropdown to access additional phone number(s), if any, and call or text those number(s). This is also where additional numbers can be added or removed in CallPotential.
- (I) Phone & Text icons - These allow the user to call or text the primary phone number. These icons also appear when accessing any additional phone numbers associated with the account when clicking (H).
- (J) Email - This is the primary email address associated with the account. All outbound emails get sent to this address unless otherwise indicated by clicking the (K) Email Dropdown.
- (K) Email Dropdown - Click this dropdown to access additional email address(es), if any, and email those addresses. This is also where additional email addresses can be added or removed in CallPotential.
- (L) Email icon - This allows the user to email the primary email address. This icon also appears when accessing any additional email addresses associated with the account when clicking (K).
- (M) Status - Customer categories reflect their payment status and include Current or Delinquent. Lead categories reflect their progress toward renting a unit and include Active (they are an active Lead who has not yet rented a unit), Rented (they moved into a unit and are considered a Customer), and Canceled (they were a previous Lead who never moved in and was canceled in the system).
- (N) ID - This is the unique identification number generated by your property management software.
- (O) Location - This lists the location where the Customer is currently renting.
- (P) Location Information - Click this to access important location information such as;
Local time
Address
Website and email address
Office and Access Hours
Any additional information your management team added
- (Q) Neighbors - This provides the ability to associate a Lead to a neighboring location. This is not applicable when working with Customers.
Collections - This section of the Customer card is only pertinent if your company uses CallPotential’s Collection Manager service.
- (R) Start Collection Event - This only appears if there is a manual Collection event scheduled. Click to open the text or email window or begin the Collection call.
- (S) Additional Contact - Click the dropdown to access and select alternate numbers or email addresses to complete the event if needed.
- (T) Next Event Date & Information - Provides the date and type of the next Collection event.
- (U) Promise to Pay - This feature temporarily pauses Collection events. Use this feature if the Customer has committed to a future payment date. Note: This feature may not be available based on your management’s settings and policies.
Unit Details - Unit Details are listed separately if multiple units are rented.
- (AA) Unit Description - This area provides the unit number, size, and type of unit rented. Unit type can include such things as Climate Control or Parking and is configured by your management team within the property management software for the specific location.
- (BB) Status - This indicates if payment on a specific unit is Current or Delinquent. It is possible for one unit to be Current and the other Delinquent.
- (CC) Rent Amount - This amount represents the standard recurring monthly rate, not including any taxes or fees associated with the unit.
- (DD) Next Due Date - This lists the next date a payment is due.
- (EE) Last Payment Date - This is the most recent date a payment was received.
- (FF) Paid to Date - This is the date that the unit is paid through.
- (GG) Days Past Due - Indicates how many days this particular unit is past due. Note: For current Customers, this field will be blank. CallPotential considers Day 0 as their due date. Day 1 is the first day Collection events may occur.
- (HH) Amount Due - This is the total amount due for the unit, including any outstanding payments.
- (II) Pay - Click here to take Customer payment.
Customer Details
- (JJ) More Info - Click to access additional information made available through your management software.
- (KK) Exclusion - Click to view any exclusion currently set for this record by either the user or Customer or add an exclusion if none exists.
Notes - Notes are listed separately if the Customer has multiple units.
- (LL) Unit Selection - If the tenant has multiple units in their account, you will first need to select the unit for which a note will be applied. Notes are unit-specific. For Customers with only 1 unit, no selection is required.
- (MM) New Note - When finished interacting with the Customer, click to enter a customized note summarizing the interaction.
- (NN) Quick Responses - Click the dropdown to access and quickly add notes to the Customer record from a list of standard responses. Responses listed in the dropdown are created by your upper management.
- (OO) Urgent - While labeling notes, Urgent, is available for both Agents and Location Users, it is especially meaningful when checked by Agents. Only when notes are marked Urgent by Agents is an email sent to the location where the Customer's record is associated. The email will contain the word, URGENT, at the beginning of the subject line. Note: Depending on which property management software you have, this might not be available.
- (PP) Add note to all units - This appears for Customers who have multiple units. Check this to add your note to all the Customer's units. This saves you time by not having to add the same note to every unit. Note: Depending on which property management software you have, this might not be available.
- (QQ) Mark as Collection Note - Click to identify the new note as Collection. Once added, the note will appear below with a green dollar sign. Note: Depending on which property management software you have, this might not be available.
- (RR) Add - When finished composing the note, click to add it to the unit’s record. An email containing the note will also get sent to the location if it was added by a Call Center agent.
- (SS) Notes History - This lists notes added directly through CallPotential and those entered through your property management software chronologically starting with the most recent.
- (TT) View More - Longer notes get truncated by the system, click this to expand and read the entire note.
- (UU) Show More Notes - Sometimes Customer records have too many notes to all fit on the Customer card. When this happens, click this to access those additional notes.
Close
- (VV) Close - Click to close the Customer card. If additional Interaction Cards are open, clicking Close will open the card immediately to the left of the card you were working in. If this was the only Interaction Card open, the system will bring you back to the Dashboard.
