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UAT - User Acceptance Testing - this is carried out to make sure the system can handle the required tasks in the real world.

Development - This is customisation of the system to fit our needs.

Go Live - The system is ready to use - for use this will be completed in stages with Sales going first.

Lead - the identification of a prospective employer or customer

Lead Management - the workflow/process to close the deal

Workflows - creation of a sequence of steps to complete a business process

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CRM stands for Customer Relationship Management.  It’s a category of integrated, data-driven solutions that improve how you interact and do business with your customers. CRM systems and applications are designed to manage and maintain customer relationships, track engagements, and deliver actionable data—all in one place.

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By creating workflows for a number of Sales, Administrative and back end processes we can:

Identify valuable Leads and improve the sales experience

Understand what our customers really want and what they really need

Streamline and speed up internal processes by reducing manual entry and request handling.

Because we can stipulate what information needs to be entered and where and when we can reduce errors and rework.

Track request status (completed, pending, or in-progress, etc.) in real time.

Provide a standardised service experience for all internal and external customers.

Provide staff members with reminders and alerts when tasks age and need to be followed up

Contact the right people with the right message

All of which will lead to a more effective, engaged and efficient team

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CRM for Sales enables sales people to build strong relationships with their customers, take actions based on insights, and close sales faster.

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Microsoft Dynamics 365 for Sales - Overview

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CRM for service allows customer service teams to:

Track customer issues through cases and record all interactions related to a case.

Share information in the knowledge base.

Create queues, and route cases to the right channels.

Create and track service levels through service level agreements (SLAs).

Manage performance and productivity through reports and dashboards.

Create and schedule services.

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Dynamics 365 for Customer Service Empowers Agents

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Development is almost finished!

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The Sales and Marketing Team will use the CRM for:

Employer Lead generation and nurturing

Vacancy tracking (Note: Vacancy publishing, Job Board, referrals and placements will still be managed in Jobready and ESS as they are now)

The teams at Eagle Farm will be using the CRM for:

ETFABS Inbox Management

Invoice compliance checking and tracking

Bulk card reconciliations and tracking

Wage Subsidy Enquiry management

The WFD Team will be using the CRM for:

Activity and referral tracking and monitoring

Other:

Wage Subsidy Tracking (both DES and jobactive)

Automated marketing and other communications will be able to be sent via CRM (appointment reminders, follow up surveys and newsletters)

Sites

For site staff there will be ‘Forms’ (similar to a service desk case form or web form) which will be completed for:

ETFABS Email/Activity

Bulk Card allocation (when you allocate a Fuel or Go card to a jobseeker)

Wage Subsidy Enquiry

WFD jobseeker referral

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Save the Date 9th July 2018

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The Service stream will begin UAT mid August, training for all site staff will follow towards the end of August with and aim to Go Live on the 1st of September 2018

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CRM is a whole of business solution.  The Innovation and Growth team have already created their own processes and workflows in CRM and soon other divisions across HELP will be diving in as well

CRM has an amazing Marking and communication facility which means we could automate communications and reminders to Jobseekers, staff and employers.

CRM will give us a great start to understanding what works and what doesn't in all Employment & Training process, this will mean we can start a process of continuous improvement to help you focus on servicing our jobseekers, employers and students.

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If you would like to send in any suggestions for further CRM development please feel free to contact the CRM project team at:

CRMProject@helpenterprises.com.au