Hide e-mail address imported from SAP Customer Master
planned
M
Misayo Hara
Please hide the store e-mail address field from the the MARLO Consumer Profile page, which is imported from e-mail address on SAP Customer Master.
Same e-mail address of "noemailprovided@alcon.com" is registered for all accounts as dummy data, and cannot reach either the store or the MARLO Support.
T
Tian Marchand
planned
P
Priya Dayal
Tian Marchand
As discussed with JP team:
Synchronization between SAP and MARLO for the E-mail field should be stopped as the same will be updated with Store Email address and the same would flow to SFDC. Patient Portal should have this updated with MARLO Customer Support email as Customers do not want to be contacted over email
T
Tian Marchand
backlog
N
Niloofar Farmand
Hi Hara-san,
On this request, we believe it's important for the patient to have some way of being able to contact their ECP in case of product related questions. We suggest one of two options:
- Request the store email address and enrich it in SFDC so it gets pulled into customer master
- Ask stores to create an email address and again, enrich it in SFDC.
Without the information, the view looks like this, which looks like an error and offers a poor experience for the patient.
T
Tian Marchand
Hi Misayo Hara, please let us know if you have any feedback on this. Until then, status of this request will remain open. Thanks
M
Misayo Hara
Tian Marchand I am checking with the SAP basis team if there is any e-mail to be triggered from SAP directly to the e-mail address stored in this field. If there are any activities that is unmatch with MARLO business purposes, then it should be handled separately.
Let me take some time to research this.
T
Tian Marchand
Misayo Hara ok sure no problem, thanks for the update
T
Tian Marchand
marking in Backlog to reflect the investigation needed.
M
Misayo Hara
Tian Marchand This customer master e-mail address is intended for B2B transactions, which includes the customer communications regarding invoice PDFs. We need to separate this consumer facing contact as the staff members handling B2B transactions can be different from the B2B2C.
So please hide this e-mail address from the portal, or have it standardized for all consumers with marlo.support.jp@alcon.com.
T
Tian Marchand
Misayo Hara thanks, I think we should have an email for patients. So you would prefer to have the standard Customer support email for all ECPs?
M
Misayo Hara
Tian Marchand Yes the e-mail for patient contact is marlo.support.jp@alcon.com for all ECPs. The consumers main questions / inquiries are about the portal, thus MARLO Support Team will be the first contact.
FYI this e-mail address field on SAP / SFDC Customer Master will be used by the Inside Sales Team to store all customer e-mail address, which owned by staffs who handle B2B transactions. Thus MARLO should not import this B2B transactional e-mail address to consumer portal.
Ildar's team is leading this Inside Sales Project which aims to manage all sales reps activity on SFDC. SFDC will be the main source of information and activity portal to log all sales activity and KPI monitoring. To do this, the e-mail field on both SAP and SFDC needs to be solely B2B purpose.
T
Tian Marchand
Misayo Hara gotcha thanks, I'll create & update the story. Release ETA will be synced in Airtable.