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CRM Documentation v1

This document provides an overview of a customer relationship management (CRM) system for managing student interactions. It describes the objective of handling the student acquisition process and generating productivity and trend reports. It outlines the key concepts of maintaining a lead database populated from excel uploads or direct entries, and facilities for assigning leads to agents and tracking agent communications and outputs. Finally, it summarizes the main features of the CRM system including login, dashboard, reports, batch upload, and student assignment functions.

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Miciano Renjan Browneyes
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255 views9 pages

CRM Documentation v1

This document provides an overview of a customer relationship management (CRM) system for managing student interactions. It describes the objective of handling the student acquisition process and generating productivity and trend reports. It outlines the key concepts of maintaining a lead database populated from excel uploads or direct entries, and facilities for assigning leads to agents and tracking agent communications and outputs. Finally, it summarizes the main features of the CRM system including login, dashboard, reports, batch upload, and student assignment functions.

Uploaded by

Miciano Renjan Browneyes
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Contents

What is CRM? 2
Objective 2
Concept 2
Flow 3
LoginView 3
Dashboard 4
Reports 6
Batch Upload 7
Assign Students 8
What is CRM?

CRM stands for customer relationship management is an application/technology for managing

the interactions with students. A CRM system helps to keep the student’s contact details up to date,

track every interaction they have with the company, and improve the relationship between the company

and them.

Objective

- To be able to handle the student acquisition process and generate productivity and trends

report afterwards.

Concept

- A lead database is maintained. This is populated coming from excel or direct entry from the

interested students, batch uploader using a template.

- Facility for a person to assign leads to agents

- Facility to agents to record output of their communication

- Facility to generate activity trends and activity reports at the end of each day.
Flow

*Video presentations are located at CRM demo folder.

LoginView

Logging in - to login, use the employee ID and password that are created. Once logged-in, will be able to

create, edit and modify some settings.


Dashboard

Access – Agent, Admin

Agent Performance

- To check the total progress of each day, monitor the agent’s performance.

Leads

- List of students that are assigned by agent (in default). Agent can search data by different

classifications.

- Under action column, agent can edit leads information and check transaction history.
- After having a conversation, agent can update the status under RECORD ACTION. After filling

up the necessary inputs, click the Save Changes and it will reflect to the dashboard.

- Agent can edit blank student information as well.

- Agent can track every calls/transaction made by clicking View Call History or the button

from Dashboard table.

Reports
- Viewing of overall summary report based on student status

- All reports, status that are updated by agents are tallied here, below are the list of all agent

and their progress with leads.


Batch Upload

- Agents can upload multiple leads at once by submitting a batch of data in Excel (.xlsx) file.

The proper format is downloadable in upper right side.


Assign Students

- (Cannot be viewed by agents) Admin can manually assign students for agent.

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