Answered By: Linda Merritt Last Updated: Jan 03, 2018 Views: 2
Please stop capturing Finance enquiries on LibLogging with immediate effect, and start logging them all on CRM instead. This includes those that you resolve at first point of contact. To do this, simply go through the following steps:
- Add a new enquiry on the student's CRM record as you normally would
- When it comes to categorising, select All Enquiry Types (Default Categories), then Finance (Enquiry)
- Select the relevant Origin, and then type a short summary of your interaction with the student into the BRIEF OVERVIEW section. This can be as simple as "Provided student with payment due dates" or "Confirmed that payment had been received"
- SAVE & CLOSE this screen and then access the enquiry you've just created. Now you just need to UPDATE ENQUIRY STATUS to RESOLVED
The only exception to this instruction is for those enquiries where the only thing you do signpost the student to their portal. In these cases, we've not actually advised the student about anything related to their account or provided them with any general Finance information, so there is no need to log the contact.
Adding a note to existing enquiries
In addition to the above, we'd also like you to add notes to existing open enquiries if the student contacts us to add more details or to progress-check. To do this, simply access the enquiry on CRM, navigate to the ENQUIRY DETAILS screen, and click on the NOTES section. You should then enter the details of the further contact that the student has made. Once you've done this, simply SAVE your changes and close the screen.
If you have any questions regarding this, please let us know. There have been no changes to CRM so you've already seen all of the screens etc. mentioned above.