Strategic Customer Database SOP

Purpose: This Standard Operating Procedure (SOP) outlines the process for maintaining accurate and up-to-date records of strategic account customers within the company database. 

Scope: This SOP applies to all strategic account customers and includes essential customer information such as Customer Support Center team, contact details, onboarding documents, pricing, and any contracts the customer may have. 

Purpose: The primary purpose of the customer database is to provide a centralized repository of accurate and accessible customer information for internal use and to support effective customer relationship management. 

Objectives: Objectives include ensuring data consistency, improving data accessibility, supporting sales and customer service operations, and facilitating compliance with company policies. 

Implementation Manager 

Owns and maintains the customer database. 

Owns and maintains the Strategic Customer Master in Smartsheet to help pull in all information needed to help build the Customer Database site.  

Ensures data accuracy and completeness. 

Provides training and support to other team members. 

Data Elements:  

Customer name, contact information, account number, industry, sales representative, contract details, pricing information, and onboarding documents. 

Data Sources: Smartsheet and Customer Database Site 

Data Validation: The Sales Support Manager will go in bi-annually to update information. 

Step One: Sales Support Manager will go into Smartsheet and make sure all their Strategic Account customers are in there with each CSC Support Members, making sure all Columns are filled out correctly.  

Step Two: SSM Will need to Hyperlink the Customer Name with the Folder (in Customer Database Site) so when someone clicks on it, it takes that person start to all the customers’ files.  

Step Three: Sales Support Manager will ensure all information is up to date and all Customer Price Files, Onboarding paperwork, Credit Application(s), Customer Contracts, etc. are in this file.    https://fleetpride.sharepoint.com/sites/NationalAccountsContracts/SitePages/Home.aspx 

Bi-Annual review of all information on Customer Database Site and in the Strategic Customer Matrix and Master Smartsheet to have a better flow of the customers information in one centralized website.