CRM Quiz.docx

Customer Relationship Manager Overview  The purpose of our Customer Relationship Manager (CRM) is to:  store customer and prospect data  track customer interactions  share this information with colleagues  CRM is a timeline of activities and updates of participants and employees. It also all...

Customer Relationship Manager Overview  The purpose of our Customer Relationship Manager (CRM) is to:  store customer and prospect data  track customer interactions  share this information with colleagues  CRM is a timeline of activities and updates of participants and employees. It also allows us to communicate with other departments of the program. It is a way of completing tasks and resolving issues. It provides continuity in previous contacts.    Key sections:  Home returns to the main page  Activities are calls, appointments, and emails  Contacts are the participants and providers we serve  Cases are the notes for status, official records, and tasks  Queues are lists of cases that we need to manage                          Key features:  Timeline  Self Audit View  List of all activities, including emails, calls, cases, appointments, tasks, and notes.    Review of your call history to ensure that a call was correctly associated to the employee/participant.   Tip: Check your self-audits at least by the end of the day.    Creating Emails  In the participant profile, select the + sign under the timeline and select Email.    Once the email is open, make sure you populate all highlighted areas.  From: Replace with your email.  Category and Subcategory: Ask your supervisor for instructions.  Optional: Choose a template.     Write and edit the email.  Choose Duration (available in set increments).  Note: If you end a call with a participant at 9:50 am, the system will round the billing time up to 10:00 am. If an email is sent that overlaps that time frame, it will cause our billing invoices to get denied.   Select Send.  Email Tips  Every Quarterly Visit requires a Pre/Post Email.  Consultants can delay sending an email.  Subject line must be secured but can be edited.   CRM will automatically bill for Emails sent through CRM.   Remember to change duration of the email to 15 minutes.      Opening a Case  In an individual’s profile page, under Recent Cases, select New Case.    Scroll down below the General Information section.  Complete the main information, including:  Case Title—Use keywords that will easier to find when you search.  PPL Category and Subcategory—Ask your supervisor for instructions.  Select Add to Queue from the top menu.  Type the Queue name,  Select Add.