Customer Relationship Manager

BESTPRACTICESTRAINING

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)?

“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.”

According to ACEware:

CRM – Ahh, refreshing!

What is the Customer Relationship Manager (CRM)?

(A LIFE SAVER !!!)

According to Best Practices:

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 worksreviewing -

CRM is accessible in two ways from the name screen

HERE’S ONE WAY

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!

Setting up codes for Customer Relationship

Manager

Lessons Learned

Gather recent:• phone messages• Email messages

• Fax requests (who does that?)• Etcetera

Collect Informati

on

Get Organized

When is the next class?

My dog ate

my password.

Can you reset

it?

I need a certificate for each of the classes I’ve

completed, since 1999.

Separate into

categories

This will help determine what categories of codes will be needed.

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

What’s the

schedule?

Reset my Password

Send Certificates for

last 15 years

Tech

Request

General

Coding Categories

Striving for a

resolution

This will help determine what categories of codes will be needed.

• Was it resolved?• If it is not resolved,

who can address it?• Director• Technical support• Program

Coordinator• Me• Don’t know yet

Coding Categories 1

Here’s what we did-

G1- NATI - resolved

G2- WSO 2012 - resolved

Coding Categories 2

U1- Nm1 Carol to Carole- Unresolved

U2- !Change DOB to 3/27 from 9/27 - Unresolved

Coding Categories 3 (with color)

Color Coding

Categories

Can be resolved through first

point of contact

Needs to be resolved beyond front desk. “Send to the back.”

T4- NLTI Pod -Unresolved

Coding Categories 4

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 “department

s”(who can fix

it?)

Contracting Agency

BEST PRACTICES TRAINING

LearningManagement

System

Website

Registration System

Improvement over time

Please increase our budgetTo include funds to send Baziel to

ACEware’s User conference!

BEST PRACTICES TRAINING

7000 usersX 3 Courses =

21,000 certificates issue.Have I sent it already?

What questions are asked that we can

address on the website?

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.