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Customer Relationship Management CRM

Customer Relationship Management CRM. Suddhodan Baidya 16 Feb 2012. Why CRM?. Collect service information Accurately Report to Ministry Accurately Report to Agency Use them for various purpose when needed One of the most powerful tool for Managers to monitor staff’s report activities.

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Customer Relationship Management CRM

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  1. Customer Relationship ManagementCRM Suddhodan Baidya 16 Feb 2012

  2. Why CRM? • Collect service information • Accurately Report to Ministry • Accurately Report to Agency • Use them for various purpose when needed • One of the most powerful tool for Managers to monitor staff’s report activities

  3. Common Questions • How to Generate Report in one button • How to handle Guided Pathway Client • How to manage Community Connection clients • How to find own and other’s returning client information • …..and so on

  4. Understanding Data Structure • Client Database • Intake Database UNIQUE • RETURNING 1 • RETURNING 2 • RETURNING 3

  5. Client Database Common error Common error

  6. www.successbc.ca Intake Database • Service Date • Service Type • Assisted Access • Guided Pathway • Referral To….. • Participated In….. • Service Area • Intake Notes • Follow Up

  7. www.successbc.ca Common Mistakes • Correct Information Input example: email address • One client has two unique intake • Same client has been input twice • Several categories information have been left blank • Client has no intake • Language served is not filled • Education data is not filled • Referral to Employment services is not marked • Referred to Community Connection • Participated in Life Skills • Age Group is not filled

  8. Intake Database Common error Common error

  9. Unique Client Intake 2 3 1

  10. Service Date Vs Created On

  11. Client Intake

  12. Client Intake Info for Ministry Report 6 4 5 3 1 7 2 ??? ??? Orientation workshop? Life skill topical?

  13. Client Intake Common error

  14. Who gets Guided Pathway Service?

  15. Guided Pathway Client

  16. Guided Pathway Client

  17. Guided Pathway Client Click Twice

  18. Guided Pathway Client

  19. Guided Pathway Returning Client

  20. Creating Customized Report

  21. Customized Report

  22. Edit Columns to get info for Ministry Report

  23. Ministry Report Vs CRM Report

  24. Ministry Report Vs CRM Report

  25. Primary Vs Secondary Client

  26. Reporting Secondary within 5yrs and All Primary Clients

  27. Finding clients’ Emails for specific purpose • Finding emails of those who only speaks Mandarin • Finding emails of those who came to get help on Employment • Finding emails of those who lived for about 3 years for citizenship workshop

  28. Intake Vs Report Format

  29. Intake Vs Report Format

  30. Finding Errors:How to find if clients do not have intake input? Condition: Client Database = Unique Intake Database You must input unique intake at the same time you input your client database to get accurate result Export both client database and unique intake database to Excel.

  31. Finding Errors: How many clients have unique intake input twice? 1.Export Client Database to Excel 2.Export Intake Unique Database to Excel 3.Sort it by client full name & place both data side by side

  32. Finding Errors: How to find if all unique intake has orientation, counselling & Assisted Access Marked? • Orientation  • Counselling  • Assisted Access  1 Unique Client 2 3

  33. Finding Errors: Total Number of Unique Clients Language Served (Actual) Language Served (Numbers of Times Service Delivered) Total Number of Unique Clients Total Number of Returning Clients

  34. Finding Errors: agency client vs ministry client

  35. Thank You Suddhodan Baidya 604-408-7274 ext 2046 Suddhodan.baidya@success.bc.ca

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