Copy of 5. Managing Customers - Standard Edition Resellers

Specifically, the My Customer section allows resellers to

• access, view, and edit customer lists

• create a new account record

• access, view, and edit individual customer records

• access, view, and edit customer orders, subscriptions, and assets (to be released at a later stage)

• create, assign, and deactivate Storefront users

• obtain customer statistics and other relevant information (to be released at a later stage).

It must be noted that this section is automatically populated according to the Distributor’s records and the purchases the reseller made via the Distributor’s Storefront on behalf of their end customers.

Access, view, and edit customer lists

Resellers at the Standard Edition can easily access the Customer section of their Storefront by navigating towards the Settings icon at the main menu's left-hand-side panel and clicking on the My Customers option.

The system displays the homepage of the section, which includes:

• Key customer statistics (available in an upcoming release):

  • All Customers: the total number of all their customers, both active and inactive.

  • Transacting Customers: the total number of customers who:

    • have at least one active subscription/ asset or

    • a Monthly Run Rate larger than 0

  • Monthly Run Rate: the monthly revenue of the Reseller’s customers.

• The list of all the Reseller’s customers is presented in a grid that displays customer name, phone, city, email, monthly run rate, access to Storefront, and a button to individual customer management actions described in the following section.

From this interface, the Reseller can easily perform two main actions:

• Search for a customer, using the search bar in the top right corner of the customers' grid

• Export the entire customer list by clicking on the Excel button right next to the search bar. When clicking on the button, the system generates the customer list in an Excel file under the name Customers.xls and asks the user to save it.

Create a new account record

The system allows the Reseller to easily create a new account record by following just a few steps:

1. Log into the admin environment and click on the My Customers button at the left-hand-side panel

2. Click on the New Customer button at the top right corner of the grid:

   

3. Fill in the customer details at the pop-up window, including company name, email, address, city, country and state/province, postcode, and phone number. The system checks whether the mandatory fields have been filled in and notifies the user.

4. 

   Click Save to save the new account or Cancel to abort the operation.

Access, view, and edit individual customer records

At any time, the Reseller can obtain detailed information for any customer by clicking on their customer’s name in the grid. The system opens up the customer’s record, which is divided into three principal sections:

1. Customer Name and access to quick actions on the left-hand-side panel

2. Detailed information section

3. Storefront Users section: this section presents a list of users related to this customer with access to the Reseller’s Storefront.

4. Orders section: this section displays details on the orders of the specific customer.

Available Actions

Right under the customer’s name, this section presents a sticky menu with two main options and a shortcut button to several key Actions. Specifically, the sticky menu options provide access to:

• Order Approval required: this toggle is disabled for resellers who have set Credit Card as their payment method. This means that all of their end customers' orders require approval by the Reseller. On the contrary, resellers who have set Cash or Deposit as payment methods can deactivate this option for any or all their customers at will.

• Information: when the Reseller clicks on this option, they are redirected to the detailed customer information section (section #2 in the figure above).

• Storefront Users: when the user clicks on this option, they are redirected to the Storefront User section (section #3 in the figure above).

• Orders: when the user clicks on this option, they are redirected to the orders section right below the Storefront Users section.

Moreover, clicking on the Actions button displays shortcuts to several options, including:

• Add Storefront User: clicking on this option, the system displays a pop-up window where the Reseller can create a new Storefront user by filling in some key information (user’s first and last name, email address for receiving the activation link, preferred language, and date format). All fields are mandatory, and when completed, the Reseller must click on OK to create the user or Cancel to abort the operation.

  

  • The new Storefront user will receive a welcome email with an activation link and instructions on how to log into the reseller’s Storefront.

• Manage Services: when the Reseller clicks on this option, they are redirected to their distributor’s workspace at the preselected end customer’s record with Single-Sign-On (SSO). This saves the Reseller valuable time as they do not need to log into their distributor’s Storefront, look up for the specific end customer and pull up their record.

• Manage Subscriptions: similarly, when the Reseller clicks on this option, they are redirected to their distributor’s workspace at the preselected end customer’s record with SSO, where they can manage all the subscriptions of the specific customer.

• Manage Assets: as Assets can include both licenses and reservations when the Reseller clicks on that option, they are redirected with SSO to their distributor’s billing page. There, the Reseller can select the corresponding asset list and perform the necessary changes.

It is important to note that the three last actions and their detailed instructions will be available at a later release.

Detailed information section

This section presents the customer's key information, including name, address, email, city phone, state/province, postcode, and whether the customer has access to the Reseller’s Storefront (if access is granted, the system displays a green check sign).

The Reseller can easily add or edit customer information by clicking on each field and entering the required information. When all changes are completed, the Reseller needs to click on the Update button to save their changes.

Storefront Users section

The third section of an individual’s customer page is the list of the Storefront users belonging to that customer and is described in detail in the section below.

Orders section

The final section displays all the orders belonging to this end customer, along with their status and details.

Specifically, the Orders table is broken down into the following columns:

1. Order #: Order number as generated from the distributor

2. Whether the order has been placed by the Reseller or the end customer (shown with the person symbol)

3. Status: current status of the order, which can take ant of the following values:

   1. Executed: the order has been executed successfully

   2. Pending Reseller Approval: this means that the order has been submitted by the end customer and now the Reseller must review and approve or reject it. This status appears for orders submitted by customers for whom the Reseller has activated the “Order Approval Required” option.

   3. In Progress: this applies to non-automatically provisioned products and means that the order has been submitted successfully but the Reseller’s distributor must take the necessary actions to enable the provision.

   4. Canceled: the order has been canceled by the Reseller

4. Order Date: the date the order was submitted

5. Total Cost: total cost of the order

6. Total Amount, including the markup set by the Reseller

7. Actions: a three-dot icon that gives access to the following actions, depending on the order status: (i) Accept orders pending reseller approval (ii) Cancel, which means that the order is rejected. Please refer to the following page for information regarding how order validation is performed: https://interworkscloud.atlassian.net/wiki/spaces/ICPD/pages/529137840/Copy+of+6.+Managing+Orders+by+the+Reseller+-+Standard+Edition+for+Resellers#Order-Validation

At the top right corner of the order table, the system provides a search bar that allows users to easily look up an order.

At the same time, the Excel button allows the user to export the entire table of orders in .xlsx format just by clicking on it.

Create, assign, and deactivate Storefront users

By being upgraded to the Standard Edition, Resellers have the much-needed flexibility to add, assign and remove Storefront users for their customers easily and hustle-free. To access this functionality, the Reseller must log into the admin environment of their Storefront and:

1. Go to My Customers

2. Search or locate the customer for whom they want to edit Storefront user(s) and click on their name

3. Click on Actions → Add Storefront user and fill in the required user information, as described above

4. Alternatively, scroll down to the Storefront Users section where the Reseller can:

• View all Storefront users belonging to the specific customer along with pertinent details, such as name, email, language, and date format

• Search for a user by clicking on the search bar in the top right corner of the section

• Add a new Storefront user by clicking on the Add button in the top right corner of the section, right next to the search bar.

  

  • The system pulls up the Create New Storefront User pop-up where, as described above, the Reseller must fill in some key information (user’s first and last name, email address for receiving the activation link, preferred language, and date format). All fields are mandatory, and when completed, the Reseller must click on OK to create the user or Cancel to abort the operation.

    

• At any time, the Reseller can reset Storefront passwords for their customer’s existing users, resend an activation link to allow a newly-added and non-activated user to complete their registration, or deactivate an existing Storefront user. To perform any of these actions, the Reseller must locate the respective user and click on the three-dot icon under the Actions column.

  

• Then:

  • (I) For resetting the password for existing users: if the Reseller proceeds to this action, a confirmation popup will be displayed:

    

    When the Reseller clicks OK, the system will confirm the operation, and the user will receive an email with their activation link.

  • (ii) A similar confirmation message will pop up for resending the activation link to a non-activated user.

    

      

  • Once the Storefront user is activated, the system will email the user with their activation link. When the end customer is activated, the option Resend Activation link will be replaced with the Reset Storefront Password option.

  • (iii) For deactivating an existing Storefront user, the action Deactivate User must be selected. The system automatically deactivates the selected user and displays a confirmation pop-up message, as seen below:

    

    Please note that you can reactivate a deactivated user at any time. You just need to go to the Storefront Users list of the customer, find the user and select the Activate User option after clicking on the three-dot action button. The system will ask you to confirm the action.