StudentLogic – CRM Features Refresher

Posted by Dasha on Mar 6, 2017 in Blog | 0 comments

This week’s educational blog would be a consolidation of few questions we received from some clients and our answers. We hope to refresh and remind you some of the CRM Features of StudentLogic.

Q1. How to tag/classify new data as Prospects or Leads ?

This is done in the Contacts Database (CRM Module in the system) – at the back-end there is only one big CRM Contacts Database to make sure that it’s easy to handle various types of relationships that can happen these days like one contact can be a supplier, parent and contact person for corporate client, etc. However, in the front-end we already have first level of contacts categorization: Parents, Students, Tutors, Corporate Contacts and Individuals to make sure it’s more user-frienldy and efficient to find contacts you need to work with.

Simple example: Parents database is usually for parents of students or main contact within the family tree (it’s easier to quickly access their data from here so that’s why we separate it) , Students and Tutors is self-explanatory, Corporate Contacts is for capturing schools, vendors and other types of corporate contacts you might work with. Individuals means contact people like finance people, admin people.  You can add as many Individuals as you want and link them to corporate contacts. It can also be freelancers and other contacts you work with who do not necessary qualify as corporate contacts.

All these categories of contacts can further be sub-categorized into Contact Categories (you can access list of those under Admin/CRM/Contact Categories) and that list is created by you. You can define what categories will you be assigning to some of your contacts to find them easier in the database and also to use for mass sms and mass email purposes, etc. (example: Prospects, Hot Prospects, A+ Customer, Trash, Lost prospect, etc. ..you can be creative here to make sure you have whatever suits your business and idea of managing contacts)

If you access for example Parent’s detail screen you will see that there is a space to mark parent further as “prospect” for example. Parents do not necessarily mean customers (customer is in StudentLogic system defined by the fact that they have membership no. assigned and active classes running, you do not need to tag them as as contact category “Customer” as system knows it based on transactions in the system and you can already search by that )

Sample of CRM record/Parent Detail Screen in the system – this contact/parent is categorized as Prospect:

Once you categorize your Contacts and update it regularly, you can use it in mass email or mass sms or just in search filter that is available in all summary screens in the system.

There are few updates that can happen automatically – the moment someone buys a package, he/she will no longer be considered a Prospect anymore as he is already a client.

Search filter in summary screen sample – search for Prospects:

Sample of filter for mass emails and mass smses to filter out correct categories:

Any update on the Parents Detail screen and on most screens in the system updates information about who created the record (which user) and who updated it last and the history of all changes made. That is one of the reasons why we stressed the fact that usernames should not be shared among multiple users. Each user should have one username and use only that.

Q2. How to record & retrieve all interaction history – walk-in, phone in / out, eDM, event, email correspondence, SMS?

This process is right now split into two ways in StudentLogic system as we purposely do not want to make system slow by attaching all emails and smses that went out under individual contacts (technically it can be done but it would take way too much processing power to update it as much as we would want to). We have Communication sub-tab under Parent’s, Student’s and other contacts’ tab which is meant for creating any type of Communication that you want to capture but it has to be created by user – record call in, follow up call, email, proposal, etc.

Here is example of Communication record under Communication tab under Parent:

All these individual communication records are then summarized in the Summary Communication screen where you can search in them based on available search criteria if needed, like status, who was person in charge, etc.

It can be found in system => CRM/Communication

All these information can first be searched by desired criteria and then exported out into Excel to do any further reporting on your side, if required.

For mass emails and mass smses that went out from the system, there are summary screens where you can search again by various criteria like Contact name or dates to see which emails/smses went out. They can be found in the system => CRM / Notifications / Sent Emails and CRM/Notifications / Sent SMS

Also, each email or sms notification that is defined in the system and is set to go out automatically has sub-tab to monitor who received it and when and if delivered/opened, if possible to track.

Sample of mass emails list sent out via system – CRM / Notifications / Sent Emails:

 

Q3. How to identify individual staff as owner of the record, task, last updated by?

Each screen in the system, where possible, records who created the record and who updated the record for accountability purposes. We also have Audit trail where all the updates done in the system are being recorded and you can search by User in them for example or by dates, etc.

You can use Audit trail to identify which user did what in the system, especially if any issue happens and you want to track it by Contact, user or date/time when it happened.

 

If you have any questions, please contact us at support@nextlogic.com.sg.

 

Thank you,

NextLogic Team

 

 

NextLogic Pte Ltd