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 1Business 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. Search for Cases Create Cases Notate Cases Transfer Cases Email Customer Solve Cases Most Common Actions

7. 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

8. 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

9. Search for Cases: Dashboard Use to see open cases assigned to you or your provider group. http://dashboard.asu.edu,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)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)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. Getting Access Must have PS role: UTO Call Center Agent Dashboard requires separate access Additional roles if you will manage the PG

21. Questions?

22. Need Help? Evelyn Pidgeon