Phone number not set as textable
Posted: Tue May 07, 2019 2:55 pm
First off, we've been with SocialCRM for about 5 weeks so far and well, I'm less than impressed. The feature list is great and the overall idea is great, however.. The execution, how to customize things, documentation and support is severely lacking. All of them are severely lacking. I've been in I.T. for 22+ years and there is a huge disconnect between what SocialCRM does (or is supposed to do) and actually doing it effectively for us as a customer. But, maybe my background is the problem. Being in I.T., I expect certain things to be up to par and when they're not, I'm disappointed and seek out another product. I can't seek out another product. We were given a complimentary 90-day trial period and if I back out, our sales rep will have to pay for the remainder of the contract. She's an incredible person and there's no way in hell I would do that to her - however, the Owner will feel differently, which is why I'm busting my hump trying to resolve these issues.
Here are my biggest issues so far:
1) Under the Customer Tab in Mitchell1, we have 'Home' and 'Office' phone number listed. We use the Home blank to input phone numbers for our customers, which is 99% of the time a mobile number. It isn't set as a "textable number." So when I go into SocialCRM for each customer, I have to manually set this for each customer (which isn't fun and isn't going to happen because it's too much work) by doing this: Go to the Customer Tab, click on the SocialCRM Details button on the right, click 'Set As Texting Number' at the bottom next to the phone number and then I can click the phone icon at the top to request a review. How can I have the phone number entered into Mitchell1 automatically set to be a mobile and textable phone number? We have several thousand customers. I'm not editing them by hand. Can Mitchell1 edit the database directly to fix this? (In my experience in asking them to edit the database in the past, they always say, "That's not something we do." This is a SQL database. I've taken multiple classes on it in college and it's easy to make changes if you know what you're doing. If I had access to the database directly, I could make the changes, but of course they don't give us access.)
2) Likely because of #1 and the numbers not being set as 'Textable,' the system emails all of the customers and doesn't text them at all. Is this because 'Customer Prefers Email Service' is checked on every single customer profile? If so, how do I disable that by default AND disable it on past customers profiles? This will likely take editing the database. See above.
3) Templates sent thanking customers, asking for reviews, etc. How can I access them and/or edit them to our liking?
4) Is there a specific series of actions that will happen once a customer leaves the shop? For instance, they're sent a thank you note within 'x' hours/days, they're asked for a review within 'x' hours/days. Etc. We'd like to know what's happening once they leave our business.
We're just really, really frustrated over this and the Owner feels like we were sold a product and left on our own. We've been with Mitchell for more than a few years (although I've been here less than 90 days) and it's a great product (although we don't use anywhere near as many features as is offered) and we don't want to switch to something else.
Lastly, we're not an auto repair shop like so many others. We sell tires, wheels and aftermarket products. We don't use the vendor/inventory system (although we'd like to soon). We don't service vehicles at all so the VIN number is useless and service reminders are useless. No oil changes, no regular maintenance of any sort.
Can anyone help? I see this isn't a very active forum, which is discouraging but considering the industry that uses this, it's not all that much surprising.
Thanks in advance and I really hope someone can help us because our other avenues aren't.
Here are my biggest issues so far:
1) Under the Customer Tab in Mitchell1, we have 'Home' and 'Office' phone number listed. We use the Home blank to input phone numbers for our customers, which is 99% of the time a mobile number. It isn't set as a "textable number." So when I go into SocialCRM for each customer, I have to manually set this for each customer (which isn't fun and isn't going to happen because it's too much work) by doing this: Go to the Customer Tab, click on the SocialCRM Details button on the right, click 'Set As Texting Number' at the bottom next to the phone number and then I can click the phone icon at the top to request a review. How can I have the phone number entered into Mitchell1 automatically set to be a mobile and textable phone number? We have several thousand customers. I'm not editing them by hand. Can Mitchell1 edit the database directly to fix this? (In my experience in asking them to edit the database in the past, they always say, "That's not something we do." This is a SQL database. I've taken multiple classes on it in college and it's easy to make changes if you know what you're doing. If I had access to the database directly, I could make the changes, but of course they don't give us access.)
2) Likely because of #1 and the numbers not being set as 'Textable,' the system emails all of the customers and doesn't text them at all. Is this because 'Customer Prefers Email Service' is checked on every single customer profile? If so, how do I disable that by default AND disable it on past customers profiles? This will likely take editing the database. See above.
3) Templates sent thanking customers, asking for reviews, etc. How can I access them and/or edit them to our liking?
4) Is there a specific series of actions that will happen once a customer leaves the shop? For instance, they're sent a thank you note within 'x' hours/days, they're asked for a review within 'x' hours/days. Etc. We'd like to know what's happening once they leave our business.
We're just really, really frustrated over this and the Owner feels like we were sold a product and left on our own. We've been with Mitchell for more than a few years (although I've been here less than 90 days) and it's a great product (although we don't use anywhere near as many features as is offered) and we don't want to switch to something else.
Lastly, we're not an auto repair shop like so many others. We sell tires, wheels and aftermarket products. We don't use the vendor/inventory system (although we'd like to soon). We don't service vehicles at all so the VIN number is useless and service reminders are useless. No oil changes, no regular maintenance of any sort.
Can anyone help? I see this isn't a very active forum, which is discouraging but considering the industry that uses this, it's not all that much surprising.
Thanks in advance and I really hope someone can help us because our other avenues aren't.