CSX Playbook: My rep can’t cover the case anymore, what do I do!?!?
Contents:
Make Necessary Inventory Movements
Introduction
One truth we can always count on in this industry is that things change. To compete you have to be nimble and flexible. So when you find out that for one reason or another the sales rep you intended to have cover a case no longer can, you have to act fast. What are you going to do?
Well the first step is figure out what you have to do in the real world. Do you have another rep who can cover the case? How are you going to get the inventory to the right person? What other logistical needs exist?
Next, get to work making it all happen in the system so the case can go off without a hitch.
Update the Rep on the Case
Schedule the case if it hasn’t been done already.
If the case has already been scheduled, then you’ll need to update the sales user on that case.
Make Necessary Inventory Movements
If you have to make a quick switch on case coverage, you may have to do some maneuvering to make sure the new rep has the right inventory for the job. The key question – what did you do in the real world?
Did inventory need to get shipped from the manufacturer?
Transfer inventory from MFR (if applicable)
Create new inventory in Rep’s custody (if Org is a distributor and MFR is not linked)
Did inventory get transferred in the field?
If you moved inventory from one user to another for use in the case, you’ll need to transfer it in ConnectSx.
Do the users share inventory often? Or will there be cross-coverage of cases often? If the answer is yes, you may want to consider setting up a shared inventory relationship with these users via a custodian-only distributor account. Contact your Organization Admin or Customer Success Agent to learn more.
Does Facility Stock have to be used?
If Facility stock needs to be used in the case and the user is a distributor, you may link the new sales user so they can use the Facility Stock in the case.
If the Facility Stock is in the custody of a Sales User (a sales user sold it), you may have to create some new facility stock and perform an adjustment to remove the existing inventory, because it is not possible to link two sales users to share inventory.
Create the inventory in the correct sales user’s custody (exactly as it was entered the first time).
Sell the inventory to the Facility in another stocking order with the New Rep assigned, making sure to mark the items as no-charge or with a price of $0 (so as to not duplicate sales in the system). This will convert the inventory to Facility Stock.
Remove the Facility Stock from the first Sales User via a Stock Adjustment to correct the inventory counts.
Create the case as you would normally to use the Facility Stock as needed with the New Rep assigned to the case and utilizing the inventory you just created.