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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.

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Using CRM in HR

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  1. Using CRM in HR 2009

  2. Agenda • Why CRM? • Quick presentation • Demo • Practice (hands-on) • Questions

  3. 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

  4. How is CRM Organized? Business Unit 1 Business Unit 2 Provider Groups - Collection of CRM agents who answer CRM cases for their customers.

  5. Where do Cases Come From? • Help Desk • Self Service • Other Agents • Email • YOU! • Quick Case • Standard View

  6. Most Common Actions Search for Cases Create Cases Notate Cases Transfer Cases Email Customer Solve Cases

  7. Most Common Methods 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

  8. Most Common Methods 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

  9. 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

  10. 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

  11. 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

  12. 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

  13. 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: HRESC@asu.edu

  14. 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 (CRMAddNote@asu.edu) DEMO

  15. 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

  16. 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

  17. Solve Cases • Solving cases is how they are closed • Can solve cases via Standard View, Quick View or email (CRMCLOSE@asu.edu) • 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

  18. 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

  19. 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.

  20. Must have PS role: UTO Call Center Agent Dashboard requires separate access Additional roles if you will manage the PG Getting Access

  21. Questions?

  22. Need Help? • Evelyn Pidgeon

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