KAM account
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      2. KAM account

      Modifying/Transfering/Deleting a customer account

      The KAM can modify a customer account at any time.


      Accessing the details of the customer account
      Modifying a customer's account
      Transferring customer accounts to another KAM
      Freezing a customer account
      Deleting a customer account

      ACCESSING THE DETAILS OF THE CUSTOMER ACCOUNT

      OPTION 1 : FROM THE PAGE 'CUSTOMER ACCOUNT'

      1. In the menu bar, click on 'Customers'.
      2. In the page 'CUSTOMER ACCOUNTS', select an account from the list.
        image (71)
      3. You land on the details of the customer account page.


      OPTION 2 : FROM THE DETAILS OF AN OPTIMISATION PAGE

      1. From the details of an optimisation page, click on the 'Customer information' section
        and then on the link 'Customer account' in the 'Customer' column.
        image-png-Mar-11-2022-01-23-54-68-PM-1
      2. You land on the details of the customer account page.

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      MODIFYING A CUSTOMER ACCOUNT

      1. Access the details of the customer account page (see how)
      2. Click on the 'Modify' button.
        image (72)
      3. Modify the parameters. 
        For more information on these parameters, check :         Creating a customer account

        Attention : You cannot change the email address of the customer.

      4. Click on the 'Modify' button at the bottom of the page to complete the process.

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      TRANSFERRING CUSTOMER ACCOUNTS TO ANOTHER KAM

      CASE 1: TRANSFER ONE CUSTOMER ACCOUNT

      1. Access the details of the customer account page (see how)
      2. Click on 'Transfer the account' link at the bottom of the page.image (12)-1
      3. In the pop up, select the KAM to whom you want to transfer the customer account.

        image (13)

      4. Click on the 'Transfer' button.

      5. The KAM you selected can now access the details of  the customer account transferred and all the optimisations linked to the account. The customer can see in his/her account the new KAM contact.

      CASE 2 : TRANSFER ALL CUSTOMERS ACCOUNTS

      This function is available only from a Manager account. 

      To transfer all the customer accounts and the related optimisations from one KAM to another, the manager has to directly transfer the KAM account.
      For more information, check :  Modify / Transfer / Delete a KAM account

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      FREEZING A CUSTOMER ACCOUNT

      If your customer has a direct access to the application and you want to freeze his/her access to the application without losing the information so that you can reactivate it later, then please follow these steps :

      1. Access the details of the customer account page (see how)
      2. In the details of the customer account page, click on the 'Modify' button.
        image (72)
      3. Under 'Use of the application', in the 'Activation of services for the customer' section, deactivate all of the markets.
        For more information, check : Creating a customer account

        Capture d’écran 2022-03-15 à 14.44.35
      4. Click on the 'Modify' button at the bottom of the page.
      5. The customer will still be able to access the application but he won't see any updates on the markets or the fixing calendar. However, you will be able to reactivate the services later by modifying the parameters of the customer account.

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      DELETING A CUSTOMER ACCOUNT

      CASE 1 : THERE IS NO OPTIMISATION LINKED TO THE CUSTOMER ACCOUNT

      1. Access the details of the customer account page (see how)
      2. In the details of the customer account page, click on the 'Delete account' button at the bottom of the page.

        image (15)-1
      3. In the pop-up confirm your choice by clicking on the 'Delete Account' button.image (16)
      4. The customer account is now deleted.

      CASE 2 : THERE ARE OPTIMISATIONS LINKED TO THE CUSTOMER ACCOUNT

      Before deleting a customer account :

      • You must delete all the optimisations linked to the account.
      • If the customer has a direct access to the application, we invite you to inform the customer that you are about to delete the account and provide him the time to download the history of his optimisations before the account is deleted. 
      • Additionally if some optimisations are still active, check internally the terms that allow you to put an end to the service of optimisation of the supply contracts.

      OPTION 2.1 : THE CUSTOMER MANAGES HIS OPTIMISATIONS

      1. Access the details of the customer account page (see how)
      2. In the details of the customer account page, click on the 'Modify' button at the top of the page.
        image (11)-1
      3. In the modification page of the customer account, under the 'Who will be responsible for managing on the application...?' section, click on 'The KAM'.Capture d’écran 2022-03-15 à 17.21.52-1
      4. Click on the 'Modify' button at the bottom of the page to validate the change.
      5. In the details of the customer account page, under the 'Optimisations' section, select the optimisation you want to delete. image (73)
      6. In the 'DETAILS OF THE OPTIMISATION' page, delete the optimisation. (See how)
      7. Repeat Step 5 and 6 till there are no optimisations left.
      8. In the details of the customer account page, click on the 'Delete account' link at the bottom of the page.

        image (15)-1

      9. In the pop-up confirm your choice by clicking on the 'Delete the Account' button.

        image (16)

      10. The customer account is now deleted.

      OPTION 2.2 : YOU MANAGE YOUR CUSTOMER'S OPTIMISATIONS

      1. Access the details of the customer account page (see how)
      2. In the details of the customer account page, under the 'Optimisations' section, select the optimisation you want to delete. image (73)
      3. In the 'DETAILS OF THE OPTIMISATION' page, delete the optimisation. (See how)
      4. Repeat Step 5 and 6 till there are no optimisations left.
      5. In the details of the customer account page, click on the 'Delete account' link at the bottom of the page.

        image (15)-1

      6. In the pop-up confirm your choice by clicking on the 'Delete Account' button

        image (16)

      7. The customer account is now deleted.

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