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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)

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

Qd: 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.

Qd: 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
  • Complaint Resolution Rate (5%): Successfully resolved complaints percentage Penalty factors are deducted for late payments, unresolved complaints, or fraudulent activity.

Qd: 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

Service Connection & Meter Management

Qd: 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

Qd: How do I create a new service order?

A: To create a service order:

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

Qd: How do I manage customer documents?

A: The Document Repository allows you to:

  • View Existing Documents: Service agreements, billing authorizations, reports
  • Track Verification Status: Monitor document approval process (Verified, Published, Processing)
  • Access Historical Documents: Review past documentation and agreements
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