While CRM systems give you a ticketing or Case Management tool, the cases often last for a long time. In such a situation you need some form of project management tool to manage the work on that specific case. This is referred to as CRM project Management. Presence of such a tool can significantly improve the performance and efficiency of longer duration cases.
Most of the work that happens in the CRM or a BPM system often can last for a significant time. Many CRM, still consider a case or a ticket as a complete object in itself. However, in reality, the case often can be broken down further into logical steps. For small duration tickets (of up to few hours) this may not matter much, but for long duration cases, it is of immense help.
In Solastis CRM Tasks Template can be created and attached to Case Types. This helps to integrate tasks directly in the CRM cases. The Task Templates define the sequential steps that the Case Type has to follow. This ensures that the Case is moving in an efficient manner and following the defined work process.
Watch this video to know more about this integration
Solastis CRM with Project Management concept
CRM PROJECT MANAGEMENT CONFIGURATION VIDEO
On the video on the left, you can watch the necessary configuration being done for the creation of a task template and a case type. As you can see in this video, the configuration is very simple and doesn’t require any special skills other than business knowledge.
SAMPLE SCENARIOS FOR PROJECT MANAGEMENT IN CRM
As explained in this video, you can see there can be varied scenarios where this concept of CRM project Management integration can be applied effectively. This can help long duration cases, cross-departmental cases and cross-geography cases.
TASK TEMPLATE AT CASE TYPE LEVEL
A task template is defined and attached to a case type. Then every case that is created for that case type has to go through that sequence of CRM tasks. A task template brings a repeatable structure to the cases. Each case then has to go through the same steps. This ensures consistent customer experience and easy performance measurement across CRM agents.
The task template is an essential part of the CRM Project Management approach.
On the happening of specific events, the system will send email notifications to the requestor as well as to the agent. You can select which events should send this notification. For example, on completion of a specific step, you may wish to update requestor about the case progress automatically.
QUESTIONS AT TASK LEVEL
You can specify any questions that agent must answer before completing current step and moving the case to the next step. This gives you the opportunity to ensure that your agents are capturing relevant information at each stage. This information also helps in subsequent stages. For example, you can ask a question – Was any key stakeholder was available in the meeting? How much urgency the client has? and answers to these questions can help in subsequent stages like quote creation and negotiation.
KNOW THE EXACT STAGE OF EACH CASE
Attaching a step sequence at a case level enables knowing exact stage each case is. This brings clarity. Now you know exactly where the work is pending currently and take actions if necessary.
If SLAs are active, then the system will track the time allocated to each task and also the time is actually taken by the agent. When a task overruns it will show it by a visual warning in red color that the task is overrunning. Then it is possible to get meaningful insight into performance analysis by processes and by people.