BEST PRACTICES TRAINING

Customer Relationship Manager

Presented by Baziel Morton

Best Practices How We Function Contracting Agency ( $$$) Worker Bees Learning Management System (LMS) Did I forget to mention about 7,500 to 12,000 people register? For 3 to 10 courses per person? (Which produces thousands of unique registrations each year)

B.C.R.M

=

CRM ???

What is the Customer Relationship Manager (CRM)?

According to ACEware: “Customer Relationship Management (CRM) is an optional module that allows you to track all contacts you have with individuals interested/involved in your programs, and with your faculty members. Log all personal contacts and phone calls you have with individuals. You can also log mailings (when printing mailing labels from Student Manager) and emails (when using the Email Module). View all contacts with individuals from their record or generate reports of contacts made from the main Student Manager reporting system.”

CRM – Ahh, refreshing!

What is the Customer Relationship Manager (CRM)?

According to Best Practices: (A LIFE SAVER !!!)

CRM- Who does it help and How?

• • •

Who does it help (more specifically than everyone)?

End-users; customers, students, participants Customer service desk (those who answer the phones or respond to email messages) Program directors and administrators • • • •

What does it do & how does it do it?

Logs all contacts with individuals (phone calls, personal contacts, etc.) Logs mailings sent to individuals when printing mailing labels from Student Manager Log emails sent to individuals when using the optional Email Module View all contacts with individuals from their record or generate reports of contacts made

How it works Logging

How does it work?

From the name screen - Alt +F12

How it works reviewing CRM is accessible in two ways from the name screen

OR

CRM Reporting

Reporting

Reporting

Reporting

Lessons Learned • • • • We Learned : Everyone had a different idea of what “I need a certificate” should translate to in CRM We were readdressing the same issues, two days later We lacked specificity with emails going out We needed to improve our use of CRM!

Lessons Learned

Setting up codes for Customer Relationship Manager

Collect Information • • •

Gather recent: phone messages Email messages Fax requests (who does that?)

•

Etcetera

Get Organized When is the next class?

I need a certificate for each of the classes I’ve completed, since 1999.

Separate into categories Create categories • Was this general info?

• What type of contact was this?

• General info • • • Help request Needs follow-up Etcetera • Who needs the info • Was it resolved?

Coding Our programs are predominately Pre-K & are state funded; we log points of contact for one program. Major categories are: 1. Requests (Verify grades, send certificates, username/password) 2. General (when are things due & how to check grades) 3. Updated (changed name, update SSN, new email address) 4. Cancel (remove from a course, incorrectly sent an email) 5. Tech Support (trouble accessing coursework, not in course, reset password)

Sort the collected information into categories General What’s the schedule ?

Send Certificates for last 15 years Tech Request

Coding Categories

Striving for a resolution • • Was it resolved?

If it is not resolved, who can address it?

• Director • Technical support • Program Coordinator • Me • Don’t know yet This will help determine what categories of codes will be needed.

Coding Categories 1 Here’s what we did-

Coding Categories 2 G1- NATI - resolved G2- WSO 2012 - resolved

Coding Categories 3 (with color) U1- Nm1 Carol to Carole Unresolved U2- !Change DOB to 3/27 from 9/27 - Unresolved

Color Coding Categories Can be resolved through first point of contact Needs to be resolved beyond front desk. “Send to the back.”

Coding Categories 4 T4- NLTI Pod Unresolved

Making it accessible

Use the codes!

Use the codes!

Reporting with a purpose Run reports to determine if information can be provided somewhere to improve self-sufficiency for end users.

Reporting

Reporting

Reporting: MS Excel

Determine “departments” (who can fix it?) BEST PRACTICES TRAINING Contracting Agency Website Learning Management System Registration System

Improvement over time BEST PRACTICES TRAINING What questions are asked that we can address on the website?

Please increase our budget To include funds to send Baziel to ACEware’s User conference!

7000 users X 3 Courses = 21,000 certificates issue.

Have I sent it already?

Should we adjust coding and email content?

Improve and update as needed Use the data from the report to improve what information is posted on your website, in the learning management system, or at registration. This will enable potential attendees to find the information on their own and improve efficiency for the points of contact that require additional steps.

Happy Coding!

How this promotes efficiency Improve information presented on the program website Notifies that there is a need for better communication in an area, for example, an email may need to go out to address something en masse. Program directors can see the value of having someone on the phones, etc.

Covers your butt 

How this helps end users • • • All of their points of contact are in one place, visible for anyone to provide assistance.

No need to repeat everything discussed in prior calls or emails, the history is readily available.

In the end, it improves their experience as information becomes fine-tuned for them.

Like it? Try it Get with your Tech and ask to try it in demo mode.