Customer and Client

[Brickpilot]

Hi
I am currently reviewing the demo version to evaluate if CommitCRM is suitable to control printer repairs.

Ideally a BRAND, MODEL and SERIAL_NO arrive here with a FAULT (AKA ASSET in CommitCRM).
Typically this is brought in by the CUSTOMER who has a warranty with the CLIENT. We log a warranty claim (TICKET1) with the CLIENT, then we fix. The CLIENT is charged and it is return it to the CUSTOMER. Next the CUSTOMER might bring in the above machine months after for a non warranty repair (TICKET2). This time the CUSTOMER rather than the CLIENT is charged.

Will CommitCRM successfully handle this where
1 CUSTOMER or CLIENT is billed as appropriate to say warranty/non-warranty
2 TICKET1 and TICKET2 appear together in a history record despite different billing destinations
3 Search for the end user (CUSTOMER) regardless if job is being payed for by CLIENT or not
4 Readily identify SERIAL_NO where CUSTOMER has multiple numbers of the same BRAND and MODEL
5 Report List off jobs associated to a CLIENT
6 Handle 1000+ CUSTOMER where they may be either home users or a business; some repeating while some don't.

Opinions on whether this can be configured to work as above would be much appreciated
Thankyou

[Support Team]

The Account a Ticket is opened under is the one that pays the bills.

So, when the CLIENT pays the repair the CLIENT should be selected for the Ticket. You can open the CUSTOMER as a Secondary Contact of the CLIENT Account and link it to the Ticket (the Ticket's secondary Contact field). This way you will have both the details of the paying party (the Account/CLIENT) and the ones of the CUSTOMER.

Then, when the CUSTOMER becomes the paying party you should then (and only then) open an Account for them and log the new Ticket under this Account.

Searching for the CUSTOMER name will bring you two records - one as the CUSTOMER being a Secondary Contact of the CLIENT (from the time the repair was paid by the CLIENT) and another one for the CUSTOMER Account (Tickets #2 and beyond).

You can definitely search by SN, Brand and Model as needed and all Asset records answering the criteria will be listed.

The list of Jobs, e.g. Tickets, associated to the CLIENT can easily be reported by filtering any of the Ticket based report (or Charges by Tickets ones) to only list data linked to the CLIENT Account.

Handle 1000+ customers shouldn't be a problem at all. There are users with many more records.

Hope this helps.