using crm in hr

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

Email

Notate Cases

Standard View

Quick Case

Email

Transfer Cases

Standard View

Quick Case

Email Customer

Standard View

Solve Cases

Standard View

Quick Case

Email

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

using crm in hr

Documents