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Detailed Overview: Customer Support Interface

This document provides a granular breakdown of the Customer Support interface as seen in the instructional video. It identifies each visible element on the screen, explains its purpose, and how it supports customer service functions.

Search Panel (Top of the Interface)​

This section lets customer service representatives (CSRs) locate a customer record using multiple criteria. It includes:

  • LDC Account Number
    The most precise lookup. Enter the customer’s Local Distribution Company account number here to directly retrieve their record.

  • Customer Name
    Allows you to search by the customer’s name. Useful if the account number isn’t handy.

  • Address
    Lets you search by street or service address.

  • Status Dropdown
    Filter results by enrollment status:

    • Active
    • Pending
    • Dropped Helps narrow searches to customers with a specific service state.

  • Market Dropdown
    Limits results to a specific market (state or service territory).

  • Utility Dropdown
    Further restricts to customers under a specific utility provider.

  • Search & Clear Buttons

    • Search executes the query based on entered filters.
    • Clear resets all fields for a fresh search.

Results Grid (Main Table of Customers)​

When a search is performed, matching customers appear in a table below.
Columns visible include:

  • Name: Customer’s primary contact name.
  • Address: Service address linked to the enrollment.
  • City, State, Zip: Provides full service location.
  • Utility: Utility provider servicing the customer.
  • Market: The market/state for this enrollment.
  • Rate Plan: Displays the plan code or name the customer is enrolled in.
  • Start / End Dates: Contract or enrollment start and end dates.
  • Enrollment Status: Shows if the account is Active, Pending, or Terminated.

Each row is clickable, opening the detailed customer profile.

Customer Profile Tabs​

Once you select a customer, you see several tabs. The video highlights these in segments:

Enrollment Information​

Shows:

  • The current enrollment status, plan details, utility, market, and contract duration.
  • Indicators if the account is under renewal or if there’s a pending transfer.

Documents​

Lists key documents such as:

  • Signed contracts
  • Welcome kits
  • Renewal letters
  • Shows the date each was generated or sent.

Notifications​

Displays:

  • A chronological list of automated notifications (emails or letters) sent to the customer.
  • Helpful for verifying if a contract notice or renewal communication was dispatched.

Historical Enrollments​

Shows previous plans or service periods, helpful for resolving disputes like “I didn’t sign up twice.”

CSR Notes / Internal Logs​

Typically contains internal comments or past interactions logged by other support reps.

What Can You Do on This Screen?​

From this comprehensive interface, CSRs can:

  • Locate a customer by LDC account, name, address, or status.
  • Filter by market and utility for faster results.
  • Review critical service details like utility provider, plan, and contract dates.
  • Confirm if the customer is still active, terminated, or awaiting activation.
  • Check which documents have been sent (and when).
  • Verify the notifications history to resolve questions like:
    • “Did you send me my contract?”
    • “When was I told about my renewal?”
  • Look at notes or past enrollments to give the customer a complete picture.

Why This Matters​

This Customer Support screen acts as the single hub for all data tied to a customer.
It allows support teams to answer practically any question about the customer’s service, documents, and communications without needing to access multiple systems.