CUSTOMER MANAGEMENT
A quick reference guide for Customer funtions on the Portal.
Our first step in digital transformation.

Table of Contents
1.

On-boarding process flow .................................................... 22.

Purchase process flow .......................................................... 2

3.

How to register as a customer ............................................. 3

4.

Login into the Self-Service Portal ......................................... 4

5.

How to set up your Account ................................................. 5

6.

How to register a Haulier on the Portal ............................... 6

7.

Manage Company Profile ..................................................... 78.

Manage Contacts .................................................................. 89.

Edit Portal User Permission .................................................. 9

10.

Create Purchase Order ................................................... 1011.

Update Purchase Order .................................................. 11

12.

Assign a Haulier to an Order ........................................... 1213.

Add Haulier Selection ..................................................... 13

14.

Dispatch Movement List ................................................. 1415.

Complaint Management ................................................. 1516.

General – Download ....................................................... 1717.

General - Profile.............................................................. 18

18.

General – Change your Password................................... 19

Version 4.0 – Released 02-05-2019

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1. On-boarding process flow
The below process flow defines the steps to complete the customer onboarding process.
Register onthe Portal
Sec.3

Confirm
profile Sec.5

CreateCustomer
Record Sec.5

UploadDocuments
Sec.5

Complete
Application
Sec.5

InviteHauliers
Sec.6

2. Purchase process flow
The below process defines the steps a customer should follow to create apurchase order.
CreatePurchase Order
Sec.10Update Order
Dates Sec.11

Select a Haulier
for the Order
Sec.12

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3. How to register as a customer
All Customers are required to create an account on the Customer SelfService Portal in order to manage their Profiles, register a Haulier(s), add
additional contacts and manage/create purchase orders and scheduling
Hauliers. The below steps show the customer creation process.
1.
2.
3.
4.
5.
6.
7.
8.

Open your internet browser (Chrome or Internet Explorer)Enter the following site address:
https://exxaro.microsoftcrmportals.com
Click on Sign In on the top right of your screen
Click on the Register TAB above the Sign In Section
Enter your Email Address, Create a Username and Password andthen click on Register.
Read through the terms and conditions
To accept the Terms and Conditions, check the Tick Box at the endof the T&C’s to indicate that you have accepted, thenClick on Continue

At this Stage, your Portal Profile has been set up, you will need to continue
through the below steps to complete your Personal and Company Profile;
1.
2.

Once you have accepted the terms and conditions you will bedirected to your Profile Page,
Update your personal information, then scroll to the bottom of thepage and click on Update to save the changes.

On your profile page, there is an option for you to received Spot Coal
Notifications, Select NO to not receive notifications or YES to receivenotifications.

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4. Login into the Self-Service Portal
To access the Exxaro Portal, follow the below steps;
1.

2.
3.
4.

Open your internet browser
a. Chromeb. Internet Explorer (Latest Version)c. EdgeEnter the following site address:
https://exxaro.microsoftcrmportals.com
On the top right corner of your screen, click on Sign In
Enter your Username and Password then click on Sign In

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5. How to set up your AccountOnce your personal profile has been set up, the next step is to create yourcompany account. Follow the below steps to create a Customer Account;
1.
2.

3.
4.
5.

6.

Login into your personal portal profile
From the menu, click on Customer Management, then click on
New Customers.
a. If the option “New Customers” is not available, pleaserefresh your browser.
Step 1, view your personal details and update where necessary,then click on Next
Step 2, complete the account form, then click on Next to continue.
Step 3, Confirm your company type is correct then proceed toupload the list of documents required to create an account. Onceyou have completed the uploading of your documents, click Next toadvance to the final stage.
Stage 4, complete the application form and add the required Mine
Site Products before you submit the Application.

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6. How to register a Haulier on the Portal
A Haulier can be added by a Customer. The below processes show eachregistration process;Registration by Customer Invitea. Click on Haulier Management
b. Click Add Haulier
i. Before adding the Haulier, please use the search
box to check if the Haulier already exists on thesystem, if not then continue to the next step.
c. Complete the Haulier’s details
d. Click submit
On completion the Haulier will receive an email containing a link to redeem
the invitation.

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This function allows a user with the appropriate permissions to update thecompany details;
1.
2.

From the main menu, select Customer Management
Select Manage Company Profile3.

On the right of the company details, selectthen selectUpdateMake the changes as required and then click on Submit to savethe changes.

4.

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8. Manage Contacts
By adding additional contacts to your company you may assign permissions
to each user to perform functions on the portal. To add a Contact (PortalUser) follow the below steps;
1.
2.
3.
4.
5.

From the main menu, select Customer Management
Select Manage Contacts
From the Contact list, select Add Contacts
Complete the details of the contact
Assign security permissions based on the functions you would liketo grant by setting the permission to yes

Once you have added the contact they will receive an email which willcontain a link to redeem their portal invitation. The user will need to click on
the link, create a username and password, then select Update once they
have accessed their profile.
The Portal User will also receive an email confirmation of their accesspermissions. The Primary Contact(The person who initially created theaccount) from the company may add and remove permissions at any time.

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9. Edit Portal User Permission
From time to time the Primary Contact from the Company may wish tochange the permissions of an existing Portal User as well as deactivate auser’s access completely. To Change the Users Permissions or to deactivate
the user, follow the below steps:
1.

Change the Portal User’s Permissions
a. From the main menu, select Customer Management
b. Select Manage Contactsc. On the right of the contact which you would like to change
their permission, click onthen click on Update
In the Contact Security section, where you would like toremove permissions, select where marked YES and change
the option to NO
e. Where you would like to grant permission, select thepermission and change the setting to YES
f. Once you have completed the changes, click on Submit toeffect the change
Deactivate the Portal User completely
a. From the main menu, select Customer Management
b. Select Manage Contactsc. On the right of the contact which you would like to change
d.

2.

d.
e.

their permission, click onthen click on Update
On the top right of the contact details, change theDeactivate contact option from No to Yes
Doing this will revoke the users access to the portaClick on
Submit to effect the change

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10. Create Purchase Order
Once your account is set up and approved, you will be able to place anorder. Follow the below steps to create a Purchase Order;
1.
2.
3.
4.

5.
6.

From the main menu, select Customer Management
Click on Purchase Order
On the Purchase Order List Screen, to the right, select Create
Purchase Order
Complete the General Section
a. Please ensure that the Purchase order number is unique tothis order only. Do not use a previous PO number.
Upload the Physical Purchase Order (PDF Document)
Click on Submit to complete your request.

Once the order has been updated by Exxaro, you will receive a confirmation
email. Next, you are required to update the Purchase Order dates.

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11. Update Purchase Order
Once a Purchase Order has been updated by Exxaro, you as the customer
will receive an email notification. You will need to access the Purchase Orderand update the FROM and TO dates on the Purchase Order. Follow thebelow steps;
1.
2.

From the main menu, select Customer Management
Select Purchase Order3.

On the Purchase Order list, Selecton the record you would liketo update
Click on Edit and Upload DocumentsEnter the Order From and Order To Dates
a. The FROM date must be the 1st day of the monthb. The TO date must be the last day of the same month
Click on Update Changes to affect your update

4.
5.

6.

Once the above action has been completed, the system will automaticallycreate an Order.

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12. Assign a Haulier to an Order
Once a Purchase order has been updated with a FROM and TO dates, thesystem will auto create an Order. Follow the below process to assign aHaulier(s) to an Order;
1.
2.

From the main menu, select Customer Management
Select Purchase Order

3.
4.
5.

On the Purchase Order list, SelectClick on Edit and Upload Documents
Scroll down to the Order section

6.
7.
8.
9.

Selecton the right of the order
Click on Update Order
Scroll down to the Haulier Selection Section
Click on the Add Haulier Selection Button

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13. Add Haulier Selection
Once the user clicks on Add Haulier Selection a form will pop up where theuser should enter the details regarding the Haulier allocation and therequired load to be transported. Follow the below steps to complete theprocess;
1.
2.
3.
4.

From within the Order, Scroll down to the Haulier Selection section
and click on the Add Haulier Selection Button
In the popup window select a Haulier from the list of Approved
Haulier’s applicable to the Mine Site on your order.
In the next field, allocate a portion of or the full load as per theorder.
To complete the process, click on Submit

Should you wish to split the total order load between different Hauliers,
then repeat the above process.

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14. Dispatch Movement List
Once a loading ticket has been generated against an order and the load has
been dispatched from the Mine Site, a Dispatch Movement record is created
and listed within the Haulier Selection record. To locate the Dispatch
Movement Record for a specific Order/Haulier Selection Record, follow thebelow steps;
1.
2.

From the main menu, select Customer Management
Then select Dispatch Movement List

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15. Complaint Management
Should you have a complaint/query against an existing order or generalquery, from the Portal the Customer/Haulier may lodge a complaint. Tolodge a complaint, follow the below process;
1.
2.
3.
4.
5.
6.
7.

From the main menu, select Complaint Management
On the dropdown, click on Complaint Management
To create a new complaint, click on the Open a New Complaint
buttonComplete the details on the form
Click on Next
Upload the required documents relating to your complaint whereapplicableTo submit your complaint, click on Submit

Once your complaint has been lodged, the Portal User will have access tothe progress of the query directly from the portal whereby the user can see
the status of the query/complaint as well as send and receivecommunication.
To view the status of your complaint, follow the below steps;1.
2.
3.

From the main menu, select Complaint Management
Then from the dropdown select Complaint Management
Below you will see a list of existing open cases, under the Status
Reason heading, this will display the current status.

Once the Complaint has been resolved, the complaint will be removed fromyour default view and be placed under your closed Complaints view. To
switch between Open, closed views, please use the view selector on theComplaint Management Screen as shown below;

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1.
While your complaint is open, an Exxaro user assigned to your Complaintmay load comments or questions regarding your query. To view/add a newcomment to an existing complaint, follow the below steps;
1.
2.
3.

4.
5.

From the main menu, select Complaint Management
On the dropdown select Complaint Management
On the right of the Open case which you would like to add acomment or read a posted comment, click onthen select viewdetails
Below the Complaint details, locate the timeline. All comments orquestions posted will be recorded here.
To add a new comment, click on the Add Comment button
a. Enter the details of your Query/Questionb. Attach a file if necessaryc. Click on Submit to complete adding the comment.

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16. General – Download
The download TAB provides the downloadable applications for a Cash orCredit account. To download either application form, follow the
below instructions;
1.
2.
3.

From the main menu, select Downloads
Then select the document you wish to download.
The document will then download to your device.

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17. General - Profile
Your Profile page is your personal details page, from this page you will beable to update your personal information as well as update your accessdetails. To view/update your personal details, follow the below instructions;
NB! The user must be logged in to perform this action.
1.
2.
3.

From the main menu, click on your name on the top right corner,
thenOn the dropdown, click on Profile
Update where required, then at the bottom of the page, click on
the Update button to save the changes.

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18. General – Change your Password
A user has the ability to change their password from within their personal
profile. To change your password, follow the below steps;
NB! The user must be logged in to perform this action.
1.
2.
3.
4.
5.
6.
7.

From the main menu, Select your name on the top right corner ofyour screen
Then select Profile
Once the profile page has loaded, on the left menu, select ChangePassword
In the Old Password Field, enter your current password
Then in the New Password field, enter the new password
Lastly, confirm the password by re-entering your new password
into the Confirm Password field.
Finally, click on Change Password the effect the change.

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