Purpose
Diary notes allow you to manage client/account follow ups by creating your own to-do list in the Communications module.
Creating the Diary Note
There are
three important fields that can be used to assist with things that need further
action. These are:
- Staff
- Next Action Date
- Priority
When
adding a new Diary Note, these fields may be completed to assist you to focus
on what needs to be done.
Searching for Diary Notes (Communications Browse)
When
browsing to identify diary notes that have to be followed up the above fields may then be used.
Staff
Selecting a
particular Staff followed by [Search] will display only communications assigned
to that team member.
If the
Staff field is left blank, then when other search criteria are selected, the
resultant
communications will be for all Staff.
Next Action Date
When this
field is completed followed by [Search], a list of all communications with a
Next Action Date up to and including the one specified will be displayed for
further action to be taken.
Priority
Changing
the Priority from (All) to High followed by Search will display all
communications that have a high priority.
These will be the most urgent that need to be dealt with.
Combinations
Any of the
above filters may be used together.
Acting on Communication Follow Ups (Managing your To Do List)
At the bottom of the Communication Browse the following
link buttons are available:
Account
clicking this button will allow direct
access to the account the diary note was raised against. From here, any checks required on the account
may be made.
Enquiry
clicking
this button will allow direct access to the enquiry dialog of a lending account
the diary note was raised against. This
is probably the most useful link to use to follow up on a requested action as
it focuses on the arrears position of the account.
Print Smry
clicking this button will provide a hard
copy of the displayed list of communications.
Follow
Up Action
What
happens next will depend on whether the client required action has been
undertaken or not.
If
the required action has been undertaken:
The
Diary Note should be closed off. This
can be achieved by [Edit] on the communication: The
Completed Date will be updated with Today’s date
The Next Action Date will be deleted to take it of
your To Do list
[Save] the communication so a record of what has happened
is maintained in the system. Do not
[Delete] the communication.
If the required
action has not been undertaken or further action is needed
The diary note
should be closed off per above and a new diary note created from the follow up
with the client explaining what has happened and future follow up action to be
undertaken.
If escalation of
the account is required
The diary note
should be closed off per above and a new diary note created from the follow up
with the client explaining what has happened and future follow up action to be
undertaken. In addition, the staff
assigned to the diary note should be changed to a more senior staff member who
will look after the account going forward.