CBS Team,
Our Customer Experience team now has a larger role in helping you onboard new customers!
With this transition, we want to ensure you know:
FAQs about new customer setup:
Q: Does the CX team set tax for new customers?
A: Not exactly. A program called Avalara Tax will determine tax based on the shipping address for the customer. However; the CX Team does enter or update accounts that are tax exempt. Proper tax exempt records are required in order for the account to be tax exempt.
Q: Can the CX Team edit or create accounts that are “outright” versus “exchange”?
A: No. The default setting is “exchange” and due to financial implications, this request would go to our Accounts Receivable team.
Q: How long should I expect it to take for a new customer to be set up?
A: CX Team members are diligently supporting internal and external customers in various types of needs. We currently have a 24/48 hour window to complete requests however; we have recently experienced requests being completed within several hours of receiving them. Please allow additional time when terms are requested as they will go through Accounts Receivable for terms approval.
Q: Should a tax exempt account have a battery fee?
A: Short answer, no. It has recently been discovered that there was a coaching opportunity when accounts have gone from Taxable to Tax exempt, to remove the battery fee. Thank you for your patience as we work to serve you and your customers better here. There are a few states that battery fees are still required even if Tax Exempt.
Q: Why is it encouraged to communicate the Prospect number when sending in the new customer application?
A: Having a Prospect number readily available allows for the CX Team to find the Prospect to convert without question. This prevents the potential for duplications. When a prospect is created in NetSuite prior to the new customer entry, it significantly increases the speed in which the account can be entered in NetSuite.
We look forward to partnering to better serve our customers and to support YOU in setting up the customer accounts that you worked so hard to WIN. We realize that every moment delayed in the process of setting up your new account is a delay in the ability to sell to your customer. Let's come together to improve our processes and efficiency so that we can win together. Please reach out to us with any questions or support needed.
The Customer Experience team thanks you for your efforts here and for all of the hard work you are doing in the field to LEAD THE CHARGE!