using crm in hr 2009. agenda why crm? quick presentation demo practice (hands-on) questions
TRANSCRIPT
Using CRM in HR
2009
Agenda
• Why CRM?
• Quick presentation
• Demo
• Practice (hands-on)
• Questions
Why CRM?
• Record issues and their resolutions in one central system
• Accessible to agents and customers equally
• Track trends – volume, types of issues, time to resolve
• Reporting
How is CRM Organized?
Business Unit 1 Business Unit 2
Provider Groups
- Collection of CRM agents who answer CRM cases for their customers.
Where do Cases Come From?
• Help Desk• Self Service • Other Agents• Email• YOU!
– Quick Case– Standard View
Search for Cases
Create Cases
Notate Cases
Transfer Cases
Email Customer
Solve Cases
Most Common Actions
Search for Cases
Standard View
Quick Case
360 View
Dash - board
Create Cases
Standard View
Quick Case
Notate Cases
Standard View
Quick Case
Transfer Cases
Standard View
Quick Case
Email Customer
Standard View
Solve Cases
Standard View
Quick Case
Most Common Methods
Search for Cases
Standard View
Quick Case
360 View
Dash - board
Create Cases
Standard View
Quick Case
Notate Cases
Standard View
Quick Case
Transfer Cases
Standard View
Quick Case
Email Customer
Standard View
Solve Cases
Standard View
Quick Case
Most Common Methods
Search for Cases: Dashboard
• Use to see open cases assigned to you or your provider group.
• http://dashboard.asu.edu, • CRM Support• Login• Drill down to see cases:
– Cases by Provider Group– Cases open in your PG– Show all Columns– Sort
DEMO
Search for Cases: 360 View
• Use to see open cases for a new customer.• https://crm.oasis.asu.edu • Log in• Click on 360 View Customer• Put in search criteria, click search• Review open cases• If no open case for current problem, click on “Add
case”
DEMO
Create a Case: Standard View
• If you come from 360 view, will end up here.• https://crm.oasis.asu.edu • Log in• Click on Support -> Create Case• Add info about customer, case• Click Save
DEMO
Create a Case: Quick Case
• Less options, more speed• https://crm.oasis.asu.edu • Log in• Click on ASU Customizations > ASU Support > Quick
Case• Add info about customer, case• Click Save
DEMO
Create a Case: Email (ERMS)
• If your provider group has set it up, emails sent to a specific email will automatically generate a case assigned to your provider group.
Example: [email protected]
Add a Note to a Case
• Notes should be added each time the case changes, and to document the results of any investigation done. Also, any phone conversations with the customer should be noted.
• Can add from standard view, quick case or directly from email ([email protected])
DEMO
Transfer Case / Assign
• Each case should be assigned to a PG and a person.
• You can change the PG and assigned person from either the standard view or the quick case view
DEMO
Email Customer
• Email customer from standard view. • Lots of ways to do it. • Easiest: Add a note via standard view – • Email to customer (check box next to note, click
on email button)– Take advantage of email templates to speed work.
DEMO
Solve Cases
• Solving cases is how they are closed• Can solve cases via Standard View, Quick View
or email ([email protected])• If you are going to “Attempt” a solution, and wait
for the customer to respond to solve the case – you must use standard view.
DEMO
Automatic Notifications
• When you add a note: you get an email, customer gets an email
• When you solve the case you get an email, customer gets an email
• When case is created – unassigned, PG gets an email
• When case is over 48 hours old – PG or person assigned gets email
HR’s Service Level Agreement
• https://hr.sharepoint.asu.edu – Shared documents– CRM Documentation– OHR SLA Policy-Procedure (2-25-08)
• Beginning (date), there will be weekly reports generated and sent to Management/Leadership for review. Management will be meeting weekly to discuss SLAs within each PG.
Getting Access
• Must have PS role: UTO Call Center Agent
• Dashboard requires separate access
• Additional roles if you will manage the PG
Questions?
Need Help?
• Evelyn Pidgeon