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Smart360 Consumer Management - FAQ's

Getting Started & Dashboard Overview

Q: How do I access the Consumer Management module in Smart360? A: To access Consumer Management:

  1. Navigate to the Consumer Management module in Smart360
  2. The dashboard will display showing Total Accounts, Active Accounts, Inactive Accounts, and Temporarily Disconnected accounts
  3. You'll see percentage distributions and total balance information
  4. Use the search bar to find specific consumers or apply filters to narrow down the account list

Q: What information is displayed on the Consumer Management dashboard? A: The dashboard shows key metrics including:

  • Total Accounts: Complete count of all consumer accounts in the system
  • Active Accounts: Number and percentage of currently active accounts (57% shown as example)
  • Inactive Accounts: Number and percentage of inactive accounts (14% shown as example)
  • Temporarily Disconnected: Number and percentage of temporarily disconnected accounts (14% shown as example)
  • Total Balance: Aggregate of all individual consumer balances across all accounts

Q: How do I search for a specific consumer account? A: You can search for consumers using multiple criteria:

  • Name: Enter customer's first or last name
  • Account Number: Use the utility account number (e.g., WU-10001)
  • Phone Number: Search by contact phone number
  • Email Address: Use the customer's email address
  • Address: Search by service or billing address Simply type your search term in the search bar and the system will filter results accordingly.

Consumer Profile Management

Q: How do I access a consumer's detailed profile? A: To access a consumer profile:

  1. Click on the consumer name from the consumer list (e.g., "John Doe")
  2. The profile will open showing the consumer profile header with account number, status, and VIP indicator
  3. You'll see current balance, last billing date, and any alert notifications
  4. Navigate through different tabs (Overview, Financial, Connections, Service, etc.) for detailed information

Q: What does the VIP status indicator mean? A: The VIP status indicator (gold crown icon) identifies high-value customers based on predefined criteria such as:

  • High payment compliance rates
  • Long-term customer relationships
  • High consumption volumes
  • Consistent payment history
  • Low complaint frequency VIP customers may receive prioritized service and special handling procedures.

Q: How is the Relationship Health Score calculated? A: The Relationship Health Score (displayed as X/100) is calculated using multiple factors:

  • Payment Compliance (40%): On-time payment percentage
  • Service Quality Score (25%): Based on service requests and satisfaction ratings
  • Communication Responsiveness (15%): Response rate to utility communications
  • Account Longevity Factor (10%): Length of customer relationship (maxes at 5 years)
  • Digital Engagement (5%): Usage of digital channels and services
  • Complaint Resolution Rate (5%): Successfully resolved complaints percentage Penalty factors are deducted for late payments, unresolved complaints, or fraudulent activity.

Q: What do the different account status indicators mean? A: Account status indicators are color-coded for quick identification:

  • Active (Green): Account is current and services are active
  • Inactive (Red): Account is not currently receiving services
  • Pending (Yellow): Account has pending actions or approvals
  • Disconnected (Orange): Services have been temporarily or permanently disconnected
  • Collection: Account is in collection status due to payment issues

Financial Management & Payment Information

Q: How do I view a consumer's payment history? A: To access payment history:

  1. Open the consumer profile
  2. Navigate to the Financial tab
  3. Review the Payment History table showing:
    • Payment dates and reference numbers
    • Payment amounts and methods (Credit Card, Bank Transfer, etc.)
    • Payment status (Processed, Pending, Failed)
    • Chronological listing with most recent payments first

Q: What does payment compliance percentage indicate? A: Payment compliance percentage (e.g., 92%) is calculated as: (Successful on-time payments / Total payments due) × 100 This metric helps identify:

  • Customer payment reliability
  • Collection risk assessment
  • Eligibility for service programs
  • Priority for collection activities

Q: How do I understand the billing overview information? A: The Billing Overview section provides:

  • Rate Plan: Current utility rate structure (e.g., Standard Residential)
  • Billing Cycle: Frequency of billing (Monthly, Quarterly)
  • Payment Method: Current payment method on file (Auto-pay, Manual)
  • Average Monthly Usage: Historical consumption average
  • Next Bill Estimate: Projected next bill amount range
  • Outstanding Amount: Current unpaid balance

Q: What actions can I take for overdue accounts? A: For overdue accounts, you can:

  • Document collection attempts in consumer notes
  • Set up payment arrangements and monitoring
  • Coordinate disconnection/reconnection activities
  • Update account status based on collection outcomes
  • Send payment reminders and notices
  • Schedule follow-up collection activities
  • Escalate to recovery executives for specialized handling

Service Connection & Meter Management

Q: How do I view meter details and readings? A: To access meter information:

  1. Open the consumer profile
  2. Navigate to the Connections tab
  3. Review meter details including:
    • Meter Number (e.g., M-5678) and Device Number (e.g., D-9012)
    • Meter Type and Model (e.g., Aquaflow X200)
    • Assignment and Installation dates
    • Reading Status (Active, Inactive, Maintenance)
    • Last reading value and date

Q: How do I review monthly meter readings? A: Monthly meter readings are displayed in the Connections tab showing:

  • Reading Date: When the reading was taken
  • Reading Value: Consumption amount (e.g., 12580 gallons)
  • Verification Status: Whether reading is verified or pending
  • Progressive Values: Readings should show increasing consumption over time
  • Historical Trend: Patterns in consumption for analysis

Q: What should I do if meter readings seem inconsistent? A: If meter readings appear inconsistent:

  1. Check the verification status - unverified readings may need validation
  2. Compare with historical patterns to identify anomalies
  3. Create a service order for meter inspection if needed
  4. Contact field operations for physical meter verification
  5. Document any concerns in consumer notes
  6. Review for potential meter malfunction or tampering

Service Orders & Request Management

Q: How do I create a new service order? A: To create a service order:

  1. Open the consumer profile
  2. Navigate to the Service tab
  3. Click the "Create Service Order" button
  4. Select the service order type (Meter Reading, Maintenance, Repair, etc.)
  5. Provide description and priority level
  6. Assign to appropriate field team or technician
  7. Set scheduled date and time if applicable
  8. Save the order for processing

Q: How do I track service order status? A: Service order status tracking shows:

  • Order Number: Unique identifier (e.g., SO-4523)
  • Creation Date: When the order was created
  • Service Type: Category of service (Meter Reading, Maintenance, etc.)
  • Description: Details of work to be performed
  • Status: Current state (Scheduled, In Progress, Completed)
  • Assigned Technician: Who is handling the order
  • Completion Date: When work was finished (if completed)

Q: What types of service requests can I manage? A: Common service request types include:

  • Transfer: Account or service location transfers
  • Disconnection: Service disconnection requests
  • Reconnection: Service restoration requests
  • Meter Reading: Special or additional meter readings
  • Maintenance: Preventive or corrective maintenance
  • Repairs: Emergency or routine repair work
  • Inspections: Safety or compliance inspections
  • Installations: New service installations

Communication & Documentation

Q: How do I view communication history with a consumer? A: To access communication history:

  1. Open the consumer profile
  2. Navigate to the Communication tab
  3. Review all interactions including:
    • Email Communications: Sent and received emails with timestamps
    • Phone Calls: Call logs with duration and notes
    • SMS Messages: Text message exchanges
    • System Notifications: Automated communications
    • Direction Indicators: "To Customer" or "From Customer"

Q: How do I add notes to a consumer account? A: To add consumer notes:

  1. Navigate to the Notes tab in the consumer profile
  2. Click "Add Note" or similar button
  3. Enter your note content with relevant details
  4. The system automatically records:
    • Author identification (your user name)
    • Date and timestamp of note creation
    • Note category or type if applicable
  5. Save the note for future reference

Q: How do I manage customer documents? A: The Document Repository allows you to:

  • View Existing Documents: Service agreements, billing authorizations, reports
  • Upload New Documents: Add customer-provided documentation
  • Track Verification Status: Monitor document approval process (Verified, Published, Processing)
  • Categorize Documents: Organize by type and purpose
  • Access Historical Documents: Review past documentation and agreements

Activity Timeline & Tracking

Q: How do I use the Activity Timeline feature? A: The Activity Timeline provides:

  1. Filter Options: Choose categories (All, Payments, Billing, Service, Communication, Account)
  2. Search Functionality: Find specific activities using keywords
  3. Chronological Display: Activities listed with most recent first
  4. Detailed Descriptions: Specific information about each activity
  5. System Attribution: Shows whether activity was system-generated or user-initiated

Q: What information is captured in activity logs? A: Activity logs capture:

  • Payment Activities: Payment processing with amounts and methods
  • Billing Activities: Bill generation and delivery notifications
  • Service Activities: Service orders, maintenance, and field work
  • Communication Activities: All customer interactions and communications
  • Account Changes: Profile updates, status changes, and modifications
  • System Events: Automated processes and notifications

Bulk Operations & Advanced Features

Q: How do I perform bulk operations on multiple accounts? A: For bulk operations:

  1. Use checkboxes to select multiple consumer accounts from the list
  2. Choose bulk actions from available options such as:
    • Bulk status updates
    • Mass communication sending
    • Batch service order creation
    • Group billing actions
    • Collective account modifications
  3. Confirm the bulk operation before execution
  4. Monitor progress and results for all affected accounts

Q: How do I use filtering and sorting options effectively? A: Filtering and sorting features include:

  • Filter Button: Apply criteria to narrow account lists by status, balance, payment compliance, etc.
  • Sort Functionality: Organize accounts by name, balance, last contact, account number, etc.
  • Display Settings: Customize which columns and information to show
  • Saved Filters: Create and save frequently used filter combinations
  • Export Options: Export filtered results for external analysis

Troubleshooting & Technical Issues

Q: What should I do if a consumer profile won't load? A: If profile loading issues occur:

  1. Refresh the page and try accessing the profile again
  2. Check your internet connection stability
  3. Verify you have appropriate permissions for the account
  4. Clear browser cache if the problem persists
  5. Try accessing through search rather than direct navigation
  6. Contact IT support if the issue continues

Q: Why might payment information show as "N/A" or be missing? A: Payment information may be missing due to:

  • Recent account creation with no payment history
  • System integration delays with payment processors
  • Permission restrictions on financial data access
  • Payment processing still in progress
  • Data synchronization issues between systems
  • Account transferred from another system with incomplete data migration

Q: How do I handle data discrepancies in consumer profiles? A: For data discrepancies:

  1. Document the specific discrepancy in consumer notes
  2. Cross-reference information with other system sources
  3. Contact the customer to verify correct information if appropriate
  4. Create a service request for data correction if needed
  5. Escalate to supervisors for complex data issues
  6. Follow established data correction procedures
  7. Update information once verified and approved

Mobile Access & Field Operations

Q: Can I access consumer management features on mobile devices? A: Yes, consumer management is mobile-optimized with:

  • Responsive interface that adapts to mobile screens
  • Touch-friendly navigation and controls
  • Full access to consumer profiles and essential functions
  • Real-time data synchronization
  • Offline capability for basic information viewing
  • Mobile-specific quick actions for field operations

Q: How do field technicians update service information? A: Field technicians can:

  • Update service order status in real-time
  • Record meter readings directly from mobile devices
  • Upload photos and documentation from the field
  • Update service connection status
  • Create follow-up service orders
  • Access consumer contact information and service history
  • Coordinate with customer service representatives

Integration & Data Management

Q: How does consumer management integrate with other Smart360 modules? A: Consumer management integrates with:

  • Billing System: Real-time billing and payment information
  • Field Operations: Service order and maintenance coordination
  • Customer Service: Call center and support ticket integration
  • Collection Management: Recovery and collection workflow integration
  • Reporting System: Analytics and performance reporting
  • Document Management: Centralized document storage and retrieval

Q: How often is consumer data updated across systems? A: Data updates occur:

  • Real-time: Payment processing, service status changes, and critical updates
  • Every 5 minutes: Dashboard metrics and non-critical information
  • Hourly: Meter reading integration and consumption data
  • Daily: Billing information and account reconciliation
  • As needed: Manual updates and corrections from user actions
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