The Single Point of Contact (or SPOC) is the person within your organization who will take care of this customer across the whole journey in relation to all services. He/she ensures that all requests for this person are properly followed up and that the customer will experience excellent customer satisfaction.
The relationship manager is therefore linked to the person and not to the type of request.
Each new request will have 1 SPOC. When creating a request, your own name will be suggested as the Single Point of Contact for the prospect . Click on 'X' to designate another colleague as relationship manager. Consult the internal list.
Are you registering a quick request? This one too is directly assigned to a SPOC based on the theme and the provider you select.
The SPOC will also be informed automatically by e-mail when a new request is created. Thus he/she is informed and the SPOC can schedule and assign the necessary follow-up tasks.
Don't know who to designate? You can use the search function to find the right colleague as a customer manager within your organization. To do so, search on a name or on the combination of service and region and job title.
For example: Regional Engagement manager
You can choose from the corresponding results that are displayed and select the right customer manager.
In the interests of customer satisfaction and proper follow-up of requests, it is advisable to designate a customer relations manager. The colleague to whom this customer is assigned can still designate another expert colleague as a relationship manager.
The person designated as single point of contact (SPOC) remains the first point of contact according to all requests. If you change the SPOC in one place, you change it according to all requests for this person.
If you have a profile as an administrator, you can look up the customer manager in the profile tab Account. You can change the SPOC here.