As the name says, it’s about setting of your Organization Units and Territories. Here you can create the Organization Units and Territories as close to your company structure as possible.
ORGANIZATION UNIT / TERRITORIES
CRM Organizational Unit
In this screen, you define the Organization Units. You have the flexibility to decide how you want to define the Organization Units. Here are a few examples of Organization Units.
- Different registered businesses under the same umbrella company can be created as individual organizational units. For example, business X has two registered companies A & B. Company A & Company B can be two organizational units.
- Different segments, or business lines, of the same company, can be individual organizational units. For example, an insurance company can have car insurance, life insurance, and health insurance, as individual organizational units.
- Different departments like Sales, Finance, Operations, can be individual Organizational Units.
Here is an example of an Insurance company creating their Organization Units.
Territories in CRM
Territories help the companies to organize cases based on a specific geographical location. For example, if a company has operations in Sydney and Melbourne, the company can make Sydney and Melbourne as two Territories and do case management for individual business locations.
You need not restrict Territories to geographical locations only. Territories can also be used to classify organizational units, business lines, departments, customers, or any other logical categories that suit the business.
WHAT DOES ORGANISATIONAL UNIT AND TERRITORIES DO IN CRM
A combination of Organization Unit and Territories provide you with great flexibility to control access for your users to various cases within Solastis CRM. It also acts as a reporting parameter in the system.
While cases or tickets are processed at an individual agent level, at manager level you need an ability to segregate cases for review as per your organizational setup. The two parameters presented here help you to segregate cases with great flexibility. What’s more, these two parameters also act as an authorization control. here is a screenshot showing where these parameters are attached to a case.