Customer Relationship Management (CRM) System Training

Transcription

1 Customer Relationship Management (CRM) System Training Customer Relationship Management System s Home Page

2 2 Mangrove s Customer Relationship Management (CRM) System is a web-based system used for communication between clients and their assigned Mangrove Consultant. This tool helps Mangrove to better help you by providing a single communication tool to track and manage your questions and any issues relating to your Mangrove Products and Services. When you submit a support request on the website, an is instantly sent to the appropriate consultant. The consultant responds to the request via the CRM, and an is automatically sent to you, notifying you that your request has been updated. As a discussion progresses, each entry is logged providing a history of steps taken on resolution of the issue. Of course, the system tracks all questions secure and separate by client. This document will walk you through the steps to use the Mangrove CRM tool. Login Request a CRM User ID from your Project Manager. You will be provided with a unique user name and password that can be used to access the CRM tool. To Login from go to: Ask a Question, and you will be prompted to enter your User ID and Password. Login

3 3 Functions Once you are signed into the CRM, you can search the FAQ s, or you can ask a specific question, or you can browse through a history of your prior questions. Let s walk through each of these functions. FAQ FAQ Tab The FAQ tab contains a searchable knowledgebase. Open the Search tab, and all items are sorted by the topic you requested. Open the Browse tab to browse through all the answers in the FAQ knowledgebase. Answers are grouped by category. Click on the Subject link to open answer details.

4 4 Ask a Question Ask a Question If you are unable to find the answer you needed in our FAQ knowledgebase, or if you have a specific request go to: Ask a Question. The system tracks all questions secure and separate by client. Each question is assigned to a consultant. My Stuff My Stuff Tab

5 5 The My Stuff tab can be accessed through your organization s CRM account information. Only registered users are able to login, and your questions and archive are just for your organization s CRM profile. To review and update your request details, follow the Summary link. My Stuff Tab: Open Question From the question, you can read, update, or close the question.

6 6 My Stuff Tab If this has been answered and you no longer need assistance with this, select the checkbox for "I no longer need an answer to this question", and then click on Submit Update to Question. To update/reply to a CRM item, click on the "Update Question" button in the CRM. Add additional information, attach a file as needed, and click on Submit Update to Question.

7 7 My Profile The Profile tab allows updating your address and login information. Click on your organization s underlined name after Logged in as. Access your Profile Next Steps To get started, request your login ID and Password from your Project Manager.