Customers may wish to opt-out of your mailing list and there are several ways that this wish could be communicated to you:

The customer opts-out via their ePermissions webpage

The customer can access their ePermissions webpage at any time via the link on both their original email and confirmation email they received when they first set their ePermissions

The customer selects Opt-out and clicks the Update Preferences button

All other choices are deselected automatically

The ePermissions selection is changed automatically on the Marketing and Access page of the Customer record and the customer’s email address is removed. The Consent Evidence start date is amended to the date the preferences were changed

The customer will receive an email confirming they have been opted-out

The customer opts-out via an unsubscribe link on a communication from your organisation

The unsubscribe link is generic, rather than personalised, and will take the customer to a login page where they will be asked to enter their email address.

The email address will be checked to ensure it matches with the email address recorded in actisCRM

If it doesn’t then the customer will receive a message to let them know the email address was not found and will be able to try again

If the email address does match, the customer will be taken directly to their webpage where they can change their preferences as above

The customer will receive an email confirming they have been opted-out

The customer opts-out via a written communication directly to you or your organisation

If a customer writes to your organisation directly requesting to be removed from the mailing list, then your actisCRM administrator has the permissions to do this. To comply with GDPR these requests must be acted upon in a timely manner.

1. Open the customer record
2. Navigate to the Marketing and Access Page
3. Tick the Opt-out checkbox
4. Delete the customer email address from the Email Address field
5. In the Consent Evidence section change Type from ePermissions to an option that matches the opt-out communication received from the customer, i.e. email, written, etc
6. Click the Browse (magnifying glass) button next to the Attachment field and browse your computer to find and upload the opt-out communication from the customer
7. Click the Calendar button next to the date field to set the date that the opt-out instruction is effective from
8. Click in the Notes field and type any relevant comments
9. Click the Save or Save and Exit button to confirm all changes

The customer is opted-out automatically

If your organisation has set a limit on the duration ePermissions are valid for, customers will automatically be opted out by the system on the period expiry date

The Marketing and Access page will change on the customer record to show that the opt-out was set by the system, the customer email address will be removed and the consent evidence start date will update to display the date the change was made

The customer is made inactive

The inactivate customer process overrides any ePermissions set and inactive customer records do not appear in any customer list or searches unless specifically requested

To ensure the General Data Protection Regulations (GDPR)  and regulatory compliance are met, you must have explicit permission from a health care professional (HCP) to contact them by electronic means.

Channel Preferences are completely configurable and your organisation will have specified the information to be gathered, the contact methods offered, the email texts used and the period for which permission remains active.

All changes to Channel Preferences are tracked and recorded in an audit log.

Your view of the Channel Preference permissions is read-only. This means that you cannot make any changes to the options selected. Changes can only be made by the HCPs themselves or users with administrator rights.

Normally the request to provide permissions will be as a result of a face-to-face or telephone call with the HCP.

Open the customer record
Navigate to the Channel Preferences page

Add the HCP email address to the Email address field
Click the Save button to add the email address to the customer record. The Send button will become active

Click the Send button

An email is sent to the HCP email address on the customer record. 
The below text is an example only. The actual text used will be provided by your organisation:

The HCP clicks the link contained in the email and sets their preferences. 

The HCP will receive a confirmation email with a link to change their preferences at any time.
The below text is an example only. The actual text used will be provided by your organisation:

The selected options are stored directly to the Marketing and Access page on the customer record.

The General Data Protection Regulations 2018 enforce the need to manage and protect all personal data you hold about your customers.

How we deal with your data as a data processor is outlined in our privacy policy, but how you manage and maintain your customer data is subject to your own organisation’s policies.

The marketing and access page within the customer record helps you manage the consent permissions given by your customer. Because this is different for each organisation, your system may differ from the example shown below.

1. Open a customer record
2. Navigate to Marketing & Access

Access Permissions: Click the appropriate radio button, or tick the appropriate checkbox

Marketing Permissions: Click the appropriate radio button, or tick the appropriate checkbox

Provider’s Permission: This may be set by your third-party data provider

Consent Evidence: Provide documentary proof of contact permissions granted by the customer

• Type: Select from the drop-down options
• Attachment: Click the Search button to open the browse window. Find and select the consent permission document to upload
• Notes: Add any relevant notes

The information icon next to a radio button indicates a change to that previously recorded

Click the Save and Exit button to save the marketing and access choices

The customer is working at another location

• Working at a secondary location in addition to their main location
• Is available at another location

Add a working location

1. Find and open the customer record
2. From the Navigation tab click Locations
3. From the Actions tab click Add Working Location and the Select Locations list will appear.
4. Search for the new location, select it in the list and click the Select Location button to add it to the customer record
5. Click the Save button to confirm the changes

Add another location

1. Find and open the customer record
2. From the Navigation tab click Locations
3. From the Actions tab click Add Other and the Select Locations list will appear.
4. Search for the new location, select it in the list and click the Select Location button to add it to the customer record
5. Click the Save button to confirm the changes

Important: If your company subscribes to third-party data (Binley’s, Cegedim, etc) the changes will need to be verified

Create a group of customers, locations or accounts that share similar needs that your company hopes to serve, i.e. customers most likely to prescribe your product, accounts where you wish to win formulary status, etc.

Flag target records

To add customers or locations as targets, use the quick search on the header bar to find the person or place, open the record

Scroll to the bottom of the General page and click the radio button next to the target name.

Click the Save & Exit button on the grey ribbon to confirm

Remove target flag

Click the red X button next to the target name

Click the Save & Exit button on the grey ribbon to confirm

Check your target list

At the end of the process check in Data Explorer that you have the correct amount of targets

Click the total number if you want to view list.

Use your customer target list for call planning

With your complete target list open in Data Explorer, click the Add all Items to CTA List action – the CTA list will now be accessible from your diary.

See who’s been seen and who’s due a visit

From any customer or location list click the down arrow on the list header and switch to the Extended view. This adds more columns to the list displaying target, last contact information and any third-party IDs.

Your target customers will be colour coded:

• Pink: Seen within the last month
• Blue: Seen within the last two months
• Red: Not seen for at least two months

Any payment made to a customer on behalf of your organisation requires a contract or agreement for the services provided.

Agreements are added to the customer as an attachment, either on the customer record directly or from a meeting.

From the customer record

1. Open the customer record and click Payments on the navigation tab
2. In the agreements list, click the Add Agreement button
3. Complete the New Agreement screen in as much detail as possible, ensuring all mandatory fields are completed

• Customer Name: Prefilled with the customer name selected for payment
• Reference: Your reference for the agreement
• Start Date: Click the calendar button to select the agreement start date
• End Date: Click the calendar button to select the agreement end date
• Disclose: Tick or untick the checkbox depending on whether the payment is to be disclosed for regulatory reporting purposes
• Notes: Add any notes relevant to the agreement
• Attachment File Name: Click the Search button to browse for the agreement and upload

The agreement will appear on the agreements list and will be available for payments made to the customer between the specified start and end dates.

From the meeting record

1. Open the meeting record and click Costs on the navigation tab
2. Click the Add Customer Payment button
3. Select the customer who will receive the payment
4. Click the Add button to add an agreement to the customer record and continue with payment
5. Follow the process above and complete the New Agreement screen in as much detail as possible, ensuring all mandatory fields are completed
6. Click the Save and Exit button to return to the meeting record

A customer has been included twice, either at the same location or at different locations

Customers can only be merged where they are both attached to the same customer record. You may need to move a customer to the correct location before you carry out the merge.

Merging records will move all information from the source record to the destination record where the information does not already exist. No information will be overwritten. Calls and Meetings are unique, so all historical and future contacts and meetings will be moved from the source to the destination record.

1. Find and open the location record
2. On the Navigation tab click Customers
3. In the customer list select the two customers to be merged – first the source record (the one you want removed) and then the destination record (the one you want to keep)
4. Click the More button and select Merge Customers on the drop-down list
5. OR
6. Click Merge Customers on the Actions tab
7. Confirm that Merge (source record) and Into (destination record) fields are completed correctly
8. Tick the Delete after Merge checkbox if the record is to be deleted
9. Untick the Delete after Merge checkbox if the record is to be made inactive
10. Click the Merge Customers button
11. If you chose to delete the record after the merge, then you will be asked to confirm the action
12. Click the OK button
13. The merge will take place and a message will confirm the process completed successfully
14. Click the OK button
15. The customer list will refresh and the source record will be removed

Important: If your company subscribes to third-party data (Binley’s, Cegedim, etc) then the record with their ID will be retained.

The customer has moved to a new location

1. Find and open the customer record
2. From the Navigation tab click Locations
3. In the list that appears, select the customer’s current main location
4. From the Actions tab click Change Main Location and the Select Locations list will appear
5. Search for the new location, select it in the list and click the Select Location button to add it to the customer record
6. Click the Save button to confirm the changes

Important: If your company subscribes to third-party data (Binley’s, Cegedim, etc) the changes will need to be verified.

You’ve noticed that the customer details are incorrect and want to change them:

• Name
• Customer type and job details
• Responsibilities
• Communication details
• Best days to contact

Customer changes can be made on the General and More pages of the customer record.

Change customer’s personal details (name, job title, etc)

1. Find and open the customer record
2. From the Navigation tab click General
3. Overtype any of the information in the fields, using the drop-down lists where appropriate
4. Click the Save button to confirm the changes

Change customer’s communication details (contact details, best days, etc)

1. Find and open the customer record
2. From the Navigation tab click More
3. Click the Edit button to change the existing information
4. In the box that appears, overtype any of the information in the fields, using the drop-down lists where appropriate.
5. Click the Add button to add more information
6. In the box that appears, complete the fields, using the drop-down lists where appropriate.
7. Click the Delete button to remove incorrect information, or information that is no longer relevant
8. Click the Save button to confirm the changes

Important: If some fields are shaded, then your company subscribes to third-party data (Binley’s, Cegedim, etc) and the changes will need to be verified.

The customer is no longer working at the location and you do not know where they have moved to, so you want to remove them from the location’s customer list.

• The customer may have moved away
• The customer may have retired
• The customer may have died

Customers are not deleted from actisCRM as that would distort historical reporting. Customers are inactivated so they no longer appear in searches or on location records

1. Find and open the customer record
2. Scroll to the end of the customer record and untick the Active checkbox
3. You will be asked to confirm that you want to inactivate the record
4. Click the OK button
5. Additional fields will open and you will be asked to provide a reason
6. Select the Inactive Reason from the choices available in the drop-down list
7. Click in the Inactive Notes field and provide any additional information you have about the customer.
8. Click the Save & Exit button to close the record

Important: If your company subscribes to third-party data (Binley’s, Cegedim, etc) the details will need to be verified.