SMARTLINK/ICONS can be a powerful medium to communicate with customers and distributors. Not only can we send messages (e.g., in-app, via email, or push) but we can also receive messages. This article helps you understand how end-users can reach out and how we receive these messages.
Contact Request
End-users can send a request to get in touch for general questions. This option can be found by selecting a site as your scope > Go to the main menu > Contact Atlas Copco/Service provider > Click on "Contact us". The message will be delivered to the Quote Manager of the respective Service Provider, for example, a distributor. In case there is no Quote Manager, the message is forwarded to the Quote Manager of the parent of the service provider, for example, the respective Customer Center.
It's possible to change the Quote Manager of your organization by going to Admin > Organization maintenance > Edit > Go to the Quote Manager section on the Organization Details page and click on the link icon. Note that you can only select one person who is a registered user in the respective scope (e.g., the Customer Center).
Request a Quote
End-users can request a quote on the same page. This means there is a specific interest in buying a product or service and they are considering the next steps. As such, this is handled as a lead and sent to C4C for service providers who have this integration with SMARTLINK. When service providers are not connected to C4C, they will receive the quote request in the inbox of the Quote Manager.
Take Action
A final way for end-users to reach out via our application is in response to a recommendation. Whenever SMARTLINK/ICONS sends a recommendation, there is an option to click on "Take Action". Again, this means the customer is considering the next steps so we handle this as a lead. Similar to the flow of a quote request, the lead is sent to C4C if possible - with a fallback to the Quote Manager.