The Online Customer Centre
Back to Sales Staff Manual Content
<< Previous Article | Next Article >>
Flashbay's Online Customer Centre
Flashbay's online Customer Centre is an interactive feature for 'customers' and 'leads', however most of the functionality of the Customer Centre is aimed at existing customers. Employees can view a test version of the Customer Centre using the details below:
Username: tester@flashbay.com Password: tester
Please note: these details are linked to a live customer account. DO NOT alter any details or make payments
Once a customer/lead has logged in, they will have access to the following:
| 1) Quote or Order | 2) Order Overview | 3) Pay a Bill/Invoice |
| 4) Virtual Proof Archive | 5) Contact Us | 6) User Details |
| 7) Price List | 8) Data Upload | 9) Reseller Images(this option only shows if customer record in Netsuite is set up as Reseller) |
Employees should proactively recommend that customers/leads make use of the Customer Centre, as it can reduce the quantity of administrative requests received:
- Can you give me the tracking number for my last order?
- I can’t find my last invoice, can you resend please?
- Please can you call me so I can give you credit card details to pay for my order?
Where does the data come from?
The data a contact sees when logging into the customer centre is the same data we hold in Netsuite for the parent customer record, but presented in a more customer-orientated manner.
Who Can Access the Customer Centre?
Access should be available to any contact that has made an enquiry or placed an order with Flashbay. Only email addresses saved under the Contacts section of the General tab in Netsuite are able to gain access.
First-time users need to retrieve their password by clicking the “Send Password” link on the customer centre page of the website.
The contact’s username is their email address, and they will be shown details relevant to their parent customer record (their company) when they login.
Setting Price levels in NetSuite
It is very important to set the correct Price Levels in NetSuite for all product categories (Flash Drives, Power bank, Audio).
Customers logged in to the Online Customer Centre will see the Prices set for the given product category.
E.g. Customer's Price Level settings in NetSuite as below:
Flash Drive Price Level: Level 15
Power bank Price Level: Level 14
Audio Price Level: Level 11
When customer downloads the Full Price list, the price will be Level 15 for Flash Drives, Level 14 for Power bank and Level 11 for Audio.
Customer can also see the price breakdowns on the individual product pages on the website, for each category these are also corresponding with the Price Levels set in NetSuite.
Based on above example customer's Price Level settings:
For Focus USB Flash drive customer will see Price Level 15 on the Wafer product page
For Tour Power bank customer will see Price Level 14 on the Tour product page
For Unison Speaker customer will see Price Level 11 on the Audio product page
Password reset for Online Customer Centre
Some customers forget their password to the Online Customer Center.
In such cases you can reset the password from NetSuite by following below steps
1. Choose the customer and contact
On the customer page choose the correct contact whose password needs resetting, and click 'Edit'.
2. On the contact page click 'Password Assistance'.
3. Once done you will instantly receive the email and will be able to reset your customers password.
Note: the password reset option works only for those customers that previously registered their email address in the Online Customer Centre.
Payment error
Sometimes customer will reach out to you saying they were unable to proceed with the payment in the Online Customer Centre.
Before reaching out to IT Slack channel, please double check with the customer if they were using Google translating on the page when trying to make payment.
