Customer Call Reporting

Customer call reporting enables retailers, distributors, and other organizations to document and transmit detailed information about customer interactions and field activities. A service provider, field representative organization, or vendor typically sends this transaction set to a retailer or principal to report on customer visits, activities, and observations. The transaction set uses the ST (Transaction Set Header) segment to initiate the exchange, N1 (Name) segments to identify the organizations and parties involved, and PER (Administrative Communications Contact) segments to provide contact information for follow-up communication. The ENT (Entity) segment structures individual call records, while subordinate segments capture specific details about responses, labor activities, and store conditions observed during each customer interaction.

For example, a field marketing agency representing a consumer goods company might send an X12 886 transaction set to a large grocery chain. The report documents visits made by brand representatives to 50 stores over a week, with each store visit captured as an entity within the transaction. For a particular store location, the report includes the N1 segment identifying the store, G32 segments recording answers to survey questions about product shelf placement and competitor displays, G37 segments logging hours worked and tasks performed, and nested G28 segments with associated QTY and CTP data detailing specific product line item counts and promotional pricing observed. This allows the grocery chain to verify field execution and validate compliance with merchandising agreements.