Transcript CRM - Enquiry & Contact Management Reference Group

Enquiry & Contact Management (CRM Phase 1)
Contacts & Incidents 9 December 2014
Objectives
1.
Update you and receive feedback on the Contacts & Incidents
functionality being configured in the RightNow prototype (basic system)
2.
Brief you on the decisions and next steps required for deployment within
your Department (post-April)
3.
Moving forward from here – what is important to you?
University of Adelaide
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Agenda

Revisit the Project Purpose & Objectives

Share & Validate:
– Outcomes from Contact & Incidents Discovery Workshop

Demonstration:
– Workflow (incl. incident status changes)
– Contact records
– Full and “light weight” incident records

Next Steps
– Mailboxes & Web Forms
– Queues
– Contact records

Discussion:
–
Moving forward from here: What’s important to you?
University of Adelaide
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E&CM Project - Purpose & Objectives
Our Purpose:
Deliver an enterprise solution for enquiry and contact management and a
foundation for an integrated CRM platform for the University.
Our Objective:
Improve our clients’ overall experience by understanding, connecting and
serving them better by:
 Coordinating our relationship from a “whole of University” basis
 Providing a single view of clients over time and all channels of
communication
 Customising communication to the needs, preferences and interests of our
clients
 Reducing the effort required by our administrative/service processes
 Using “actionable” information to make the most of our resources
University of Adelaide
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Share & Validate
Contacts & Incidents Discovery Workshop
Can this work for you?
University of Adelaide
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Contact Records - Individual
 Fundamental to realising our CRM objectives
 Created when:
- a customer creates an account on the customer portal
- a customer submits a question on the ASK A QUESTION page
- a staff member creates them using the contact workspace
 Endeavour to get name, email address and phone number as minimum
contact details
 Student and Staff ID is a unique identifier (otherwise use email address)
 Contacts can be linked to organisations, service level agreements,
incidents, opportunities and marketing mailings (opt-in status)
 Each contact may be associated with only one organisation
University of Adelaide
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Contacts
E.G. CONTACT TYPES:
CONTACT TYPE
• Significant relationships with the UoA will
be classified
• Yes/No list
• Can have multiple contact types for one
individual
ATTRIBUTES
• These are characteristics associated with
a contact type
• Reflect the status of that person in the
relationship (mutually exclusive)
• Choose only one option for each
attribute from a drop down list
• Can be used for segmentation purposes
Current Students
Future Students
Alumni
Parents
International Agents
Preferred Partners
Schools
Researchers
UoA Staff
Industry
Community
Government
YES/NO
YES/NO
YES/NO
YES/NO
YES/NO
YES/NO
YES/NO
YES/NO
YES/NO
YES/NO
YES/NO
YES/NO
E.G. ATTRIBUTES FOR CURRENT
STUDENT (CHOOSE ONE FROM
EACH DROP DOWN LIST)
International OR Domestic OR ATSI
Undergraduate OR PGCW OR HDR
Award OR Non-award OR Short Course
Note: Additional fields can be added (called “custom fields”) that are required by the UoA
(e.g. flag Ausaid, UAP). Clear need and commitment to maintain required.
University of Adelaide
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Incidents
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Incidents are created as a record of the customers interaction:
– Automatically when customers send an email or Ask a Question
– Manually by staff who are contacted by phone, mail or face to face
Incidents have reference numbers and can have multiple communications associated
with them
Incidents are assigned to queues. In general, no auto-routing to queues will occur
except for specific web forms and mailboxes
The order in which you work on incidents is determined by the queue priority and any
other business rules
Within a queue, incidents will be handled on a first-in, first-out basis
Before an incident is closed, all communications from the customer/student will route
to the person who last dealt with it
Staff can manually assign incidents to individuals within their group or to other queues
(i.e. not to individuals within other queues unless previously agreed)
Queues can be managed by Supervisors (if required by operational needs)
Profiles will be used to control what users of RightNow can view (TBD)
University of Adelaide
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Demonstration
Contacts & Incidents
University of Adelaide
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What you’re seeing
• Basic functionality in place for Ask Adelaide for potential “Go Live” in
January 2015
• Does include:
– Basic contact records for current students
– Incident and queue management within Ask Adelaide
– Full incident type plus anon/known light weight incidents
• Does not include:
– Forward to SME
– Defined queues outside Ask Adelaide
– Integration with Peoplesoft beyond minimal data set
– All individual contact record types, attributes and custom fields
– Lead management for prospective students
University of Adelaide
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Workflow - Email and Web traffic
Supervisors
Ask a
Question
Web-form
Priority 1
Ask Adelaide
Triage Queue
Askadelaide@adel
aide.edu.au
Priority 2
Groups of people are assigned
to queues. Incidents flow to
inboxes based on:
• Queue priority
• “Pull” x at a time
• Max. no. of incidents
Priority 3
KB: Was this
answer
helpful? No
Special
Ask Adelaide
KB Articles
Ask Student
Finance
Web-form
StudentFinance@a
delaide.edu.au
University of Adelaide
Knowledgebase
Student
Finance Queue
Student Finance
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Status –Automatic with manual override
OPEN/
REOPENED
Student/Customer raises an enquiry
If via web form - receives automatic acknowledgement
Incident is answered directly
FIRST
QUEUE
ANSWERED
More information is requested from customer
Waiting on
Client
Ask Adelaide
is default
CLOSED
Updated by
Client
Forward to SME (no access to RightNow)
Referred to
Expert
Expert Advice
Received
Automatic
– 7 days
since
contact
with
Customer
Incident assigned to another queue
Referred for
Advice
University of Adelaide
Advice
Received
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“Click, Click, Done” - Sign Post Incidents
Available to provide statistics on incidents that are high volume and low value. In
addition to full incident records there will be 2 “light weight” options:
1. Anonymous - Pick type of person & question type
2. Known person - Search for existing contact record & question type
University of Adelaide
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Demonstration
University of Adelaide
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Things to think about
Queues, Mailboxes & Web Forms, Contact Records
University of Adelaide
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Queues, Mailboxes, Web-Forms & Queues
• What queues do you want to set up?
Generic email addresses and web forms will be used to automatically
assign incidents to your queues:
• On which webpages do you want to include an Ask a Question web-form?
• What emails do you wish to direct to RightNow and what can you
decommission? (currently more than 900 generic email addresses)
• Which queues do you want to direct these enquiries to?
University of Adelaide
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Contact Records
A key objective is to create a single University contact record for improved
relationship management (i.e. decommission independent contact lists)
 Contact records will exist for all current students and staff
 What contact lists currently exist in your department?
 Need to identify and review these lists to:
– Identify any custom fields for a contact record (e.g. school, teacher, agent)
– Decide if the records need to be in RightNow
– Plan approach for the creation of contact records (i.e. may require manual
input over time)
Note: We are in discussions with Records Management to clarify what we will hold against
contact records in RightNow versus TRIM
University of Adelaide
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Next Steps
University of Adelaide
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Next Steps
Activity
When
Share prototype for KB/C&I with staff
• Drop in opportunity
• Online demo
December
Identify current generic email addresses to link to RightNow
To be agreed
Identify webpages to include “Ask a question” web form
To be agreed
Review documented business processes:
“Managing Contacts”, “Managing Incidents”
January
Identify and collate existing contact records to be included in
the RightNow database (spreadsheet)
To be agreed
Scope training needs/profile setting
To be agreed
Participate in User Acceptance Testing of C&I
April – TBC subject to
deployment plan
University of Adelaide
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Discussion
Way forward from here – what is important to you?
University of Adelaide
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