Managing Customers

Managing Customers in TraceGains Gather® 

Once a supplier group is set up and the Customer Management app is accessible, customers can be added. Customers include any company with whom you supply goods or services. 

Adding customers allows users to streamline communication, fulfill document requests, collaborate on strategic projects, and more!  

Set Default Document Requirements 

Before adding new customers, users are encouraged to set up default document requirements under Share Settings. These default document requirements will define which document types to share with newly added customers. Users can always set up custom requirements for individual customers but setting any commonly requested documents as default requirements will help streamline document fulfillment for non-TraceGains customers.  

For example, if most customers require a 3rd Party Audit, Hazard Analysis Critical Control Point (HACCP) Plan, and Allergen Control Policy and there is nothing custom or private about these documents – simply select these under the Customer Doc Requirements tab within Share Settings. Unless otherwise specified, any new customers added will be set up with these default document requirements. The same concept applies for item-level document defaults.  
For additional information, please reference this article: Document Settings - Types & Requirements.

There are two types of customers in TraceGains:

TraceGains Customers: 

• Some customers may already be using the TraceGains Network and TraceGains Enterprise platforms for their supplier management. If that’s the case, they will send connection requests and document requests to be fulfilled.  

Non-TraceGains Customers:  

• TraceGains Gather® also allows suppliers to add and exchange documents with customers who are not yet using TraceGains so that users can manage all documents and customer requests in a single platform. Leverage TraceGains’ PostOnce feature to keep all shared documents in sync. 
  For additional information, please reference this article: Utilizing PostOnce™️.
• Document Requirements must be set for any of these non-TraceGains customers to decide which location & item documents will be shared. Also, be sure to add relevant locations and items to these customers based on what they purchase and where those items are produced to send accurate documentation.
  For additional information, please reference the following article: Document Settings - Types & Requirements

How to Set Up Non-TraceGains Customers

Step 1: Add any Locations that supply customers with items under Listings > Locations.

Step 2: Add any Items these customers receive under Listings > Items.

Step 3: Create any necessary Custom Document Types to send these customers under Share Settings.

Step 4: Set default Document Requirements  

Adding New Customers 

How to Add Customers One at a Time:

Step 1: Select Customers under the Customer Management dropdown in the left navigation. Click on + New Customer.

Step 2: Fill out the required Company name, Address (Location), as well as add any optional information available (logo and Internal customer ID) then click Save and Continue at the bottom of the window. 

 

Step 3: Click +Add Contacts to add customer contacts that should be receiving documentation.

• For each contact added, an email will be sent supplying them access to a document retrieval site once requests have been fulfilled according to the determined requirements. The user will be asked to create a simple account with username and password to access the shared documents.   

A pop up will appear to check the information added. If any information needs editing, or to remove the contact all together, please click on the horizontal ellipsis to the right of the contact. There is an option to add additional contacts by selecting the +Add button. Use the toggle to define the Documents Contact if adding more than one contact. Click on Next once all of the information has been added and verified. 

Step 4: Click +Add Locations to add any manufacturing locations this customer sources from. Ensure locations are added before proceeding. 
For additional information, please reference this article: Adding Locations & Items.

• When TraceGains Gather® PostOnce finds any location-level document requests that can be completed using existing documents, users are prompted to "View Recommendations" within the locations tab.  Document requirements must be set to activate PostOnce functionality. 

Step 5: Document requirements can now be set for locations associated with this customer. This step establishes which location level documents to send to this customer. Doc reqs will always start out matching the default settings as decided under Share Settings – but can always be adjusted and customized.

Step 6: Click +Add Items and select any items this customer sources. At this stage, items should already be added.
For additional information, please reference this article: Adding Locations & Items. 

• When TraceGains Gather™ PostOnce finds any item-level document requests that can be completed using existing documents, users are prompted to Review Recommendations within the locations tab.  Document requirements must be set to activate PostOnce functionality. 

Step 7 : Once items are added, document requirements can be set to establish which item level documents to send to this customer. Document requirements will always start out matching default settings as decided under Share Settings – but can always be adjusted and customized. 

Step 8: Based on the set document requirements, document requests will automatically be created for newly added customers.  Click 'Send Selected Documents’ to start fulfilling the new document requests created for these customers.  

Once documents are attached to relevant requests, the newly added customer contact will receive an email link to access the Document Retrieval Site. 

How to Add Multiple Customers at Once:

Step 1: From the Customers page, select the 'Actions' dropdown menu in the top right of the table to add all customers at once through the bulk upload.

Step 2: Select Get Excel template to download a simple spreadsheet for inputting customers' general information. 

Step 3: Fill out the spreadsheet without changing the format and input any of the required fields for all customers, then save.  

Step 4: Return to the Actions dropdown and select Upload Customers to upload the saved template with all customer details.  

All customers are now listed in Customer Management! 

When using the bulk upload tool, it’s recommended to first set up your default document requirements. To set custom requirements, return to the Share Settings > Document Requirements area and use the “Bulk Configure Customer Requirements” wizard to establish requirements for these newly added customers. Click on the customer’s listing page to associate relevant locations and items based on what the customer purchases.