CRM Documentation

Date prepared: Prepared by: Release No: Application Name: 07/06/2012 Jonathan Cooke Service Pack 7 CRM

Index

Introduction Logging on CRM Current Activity 2 Contact details 3 Member Info Creating Tasks 5 Managing Tasks 7 Reports 8 Data Wizard Configuration 10 Adding/Removing buttons High Risk Members

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Introduction The CRM Application is designed to help leisure operators improve attrition rates through the management of their membership database. CRM will allow businesses to attach a risk rating to their members, these ratings will vary from 0-10 with the highest risk being 10. The analysis of these members will be tracked in the CRM product with various member patterns making up the risk category. A business can pre decide the various indicators of risk to customise data as relevant to an individual site or company. CRM is used to track interactions with members that have a risk rating that could potentially leave the business, therefore being proactive member retention battle. Logging onto CRM Double click on the CRM icon on the legend desktop. Depending of the access rights of a user will determine if they can access to the application.

CRM The application automatically loads the home page which allows users to view at a glance the live entries within a facility. The other options in this section are tasks and contact search. The tasks are broken down into all tasks and my tasks. All tasks is a list of tasks for all users within a facility and my tasks relates to an individual users task list. Contact search allows the user to search the member base, they can then be selected and an interaction such as a phone call or conversation can be logged against a member.

Current Activity Members that swipe into a facility appear in the current activity tab in a list. In this list a box to the left of the members name will display 3 different items (see below). The green tick appears when a member has had an interaction/task completed on the day

of their visit. The red flag corresponds to a task being set up but not been completed. The other icon is a person which means a member has entered a facility but no task as been assigned or completed against them.

The risk ratings are coloured coded into green, orange or red categories. The ratings are as follows: 0-3.9 Green 4-7.9 Orange 8-10 Red As discussed earlier the calculation of risk is determined by the senior management team of an organisation to make sure they have a risk score that relates to their own business. In the majority of circumstances a business will not contact the green members as they have good key indicators. It would also be the case with red risked members, meaning that these members are in such a bad pattern of usage or are bad debt members therefore they have already decided that they will be leaving the club so it would involve using a lot of resources for no real benefit. Therefore it is the orange members that a business will focus on as these are the members that can be influenced into changing their habits to become green rated. The risk is data is calculated overnight. So if a member paid off a debt their risk rating would be lowered for the next day. The time box to the right of the risk box shows the entry time of the member entering the site, this also predetermines the list order of the members appearing in the current activity log. Contact Details Any member that is selected in the current activity tab will then appear in the current activity log.

In this box it will have the name of the member selected, photo, risk rating, last visit and last interaction. The icons located at the bottom of the page are only relevant to a member if illuminated. The sign refers to the fact that a member has an outstanding balance on their account. The shaking hands would alert the user that the member has an open task against them that hasnt been completed. The explanation mark would alert the user that there is a warning on the members account such as a membership form that hasnt been signed. The person appears illuminated when a member has swiped into a facility. Member Info The member information is a really important part of CRM as it gives the user the opportunity to delve into the members information at a glance and this will help shape any interaction and put across a powerful message that the company cares and understands. Agreement type Agreement Price DD for example. Member for how long have they been a member of company. Next Key Date Member No. Barcode card/barcode number. Home Club Age Goals what the member wanted to achieve, remember every member joins for a reason. Interests what the member is interested in, classes or swimming for example. Current Balance does the member have any outstanding fees on their account. Bookings what bookings does a member have, and did they attended. Unresolved Events any events that have not been completed. Tasks this month what tasks does a member have against them and have they any open.

The below charts track a members usage, risk rating and bookings over the last 12 week period. At a glance a members data can be analysed and this information is extremely powerful when preparing an interaction. With all the data in the member information section any potential interaction can then be tailored to members usage, goal, or membership for example. The personalised interaction will be perceived as excellent customer service rather than a robot like communication that theyve heard a million times before.

Creating a task There are various ways of creating a task against members that are onsite and offsite. These tasks are created in different ways. For members who have swiped into the centre. The first step is to highlight their name so they appear in the contact details box, once this has been populated a user can fill in the relevant fields as shown below.

The user can choose an interaction type from the drop down menu (creating these will be explained later in the documentation). The date and time will automatically generate todays details. The employee that set the task can then be selected. There is an option to complete this task as soon as its set up or this can be left blank if it is being created but completed later. If the task has been completed then a result of the task needs to be recorded in the results box. The blank box to the right allows a user to write notes about the task and record any information about the interaction so that another employee can pick this data up in the future. Once this has been completed a user must save the information created. The second way of creating a task is to select contact search. Search for a member either by card number, membership number, postal code or name.

Select a member by double clicking on their name. They will then appear in a tab with personal details, tasks and events. Select the bottom left new task button.

Select task type and fill in the all of the task detail boxes. If the task is being set for another employee to complete it is essential to fill out this section with as much detail as possible. To assign this to another employee select their name from the list in the assigned to box and press create to complete the process. If any of the drop down boxes are left blank the system will prompt the user to fill these in before proceeding. Once the task has been created it can be found in either all tasks or my tasks. Managing Tasks To locate tasks previously created expand the tasks box and either select all tasks to search for tasks for all users or select my tasks to find tasks assigned to the user logged on.

All tasks and my tasks will then appear as tabs at the top of the screen

In here it will list various categories for each task. A scroll bar is situated to the right so a user can look further down a list if required to find an older task. Task type meeting, call or to do

Status open or completed Priority high, medium or low Contact name member name Scheduled for day and time Duration how long will the task take Deadline date and time These categories can be sorted, for example if the priority tab was selected it would sort the high, medium and low categories into groups. Tasks that are open can be edited, to do this select the task and select edit task. If the task has already been completed it will not allow the user to edit, another task would have to be created against this member to record a call, to do or meeting. When editing a task all the fields can be changed, for example if the task was not completed on a day then a user could possibly change the date and assign it to another employee. Notes can be entered to why this is being rescheduled. Reports One the bottom left of the screen the reports tab that can be selected. Membership and retention reports can be run, after the report selection criteria is completed. Scope Enterprise, all the facilities within a company. Group, region. Site, specific facilities. Range Start date, renewal date, last use, date of birth. Selection What information is going to be included/exclude in the report. Columns What columns will appear on the report that is run.

Once the relevant fields have been entered then select run report. generate a report with all the information selected.

This will then

The information is then presented in a table. To save this information select the disk at the top of the screen and choose the document format.

The report can then be saved in the Legend I drive. Data Wizard The data wizard allows a user to send an email to the various members within the database. Select campaign under task type and email under options as below and then select create new task.

In the next page there are the same options as in reports (scope, range and selection). Once the selections have been made then hit run report, this will bring up all the members within the criteria selected. It is then down to the user to the filter and remove members without an email address. Click on the email box and select non blanks, this will remove all the members without any type of email attached to their account.

The second action is to click on email again and select custom. In here a user can add new conditions. By doing this it will enable the removal of emails such as [email protected] which some companies may enter if they are unable to leave the email address field blank on the membership database.

Press ok to confirm the customised fields. and then send it to the selected members. Configuration

Select the email button to write the email

When this option is selected the user will have to expand the retention management button at the top of the page and then select configuration. New interactions can be created for calls, meetings and to dos. Once these are configured then they can be selected when creating a new task. This allows the facility/company to standardise the interactions being made by their employees.

Adding Removing Buttons Under the Configuration button a >> drop down button allows a user to customise what buttons are on show.

High Risk Members The high risk in now will allow a user to see how many high risk members are in the facility. This can be observed at a glance, with using the CRM application a business should see the number of high risk members fall with the benefit of making meaningful interactions with their members.