Bespoke CRM development

One of the powerful reasons why Archive Manager is used by Local Governments is the ability to set user groups and permissions for anyone in the organisation to search the archives for past communication.

This need is definitely highlighted in the ability to custom develop your CRM to link directly to Archive Manager, allowing fast searches of your data. Customer Service (CS) representatives are often faced with stakeholder queries regarding emails that may have been lost or not replied to.The usual process for this CS representative would be to contact the records management team who would look in the organisation’s eDRMS system for a record of the email conversation. If the Records Management team cannot find the email/s in question, they would then have to pass on the information to the Information Technology team to search logs for the email. This process could take days or even weeks, all the while the stakeholder is growing irate at the length of time to answer what they feel is a simple request.

So how can organisation’s work around this in real time, getting a result for the stakeholder within minutes? Through bespoke development of Archive Manager and the organisation’s CRM, linking the two together with user based accessibility for staff. Read below for a workflow scenario.


SCENARIO #1 - RELYING ON EDMS FOR EMAIL TRACING

The Problem
Sandra, the Customer Service Representative for Redman City Council is working on the front desk for the council and has an irate customer (Bill) confront her regarding repeated emails that they have sent regarding a dangerous neighbourhood dog. Bill is positive that he’s sent over 4 unanswered emails in the last month requesting the council rangers make a visit to the offending dog owner, hoping for a result in his favour as he does not feel safe walking down his street and has been violated twice by the offending dog.

The Process
On the front counter, Sandra has been given limited ability to search for the emails sent by Bill, she does have access to the council’s eDMS system but unfortunately, there has been no record of Bill’s emails lodged in the system. This leaves Sandra in a difficult place with Bill standing in front of her, the records management system having let her down in a time of need.
While Bill is standing at the counter (growing more irate by the minute), Sandra has to then call the eDMS expert (Jeff) in the Records Management department and ask them to look deeper into the eDMS to find the emails in question.

The eDMS manager also has no luck with finding the trail of emails, directly relating this to the fact that whoever receivedBill’s emails, failed to register the emails in the eDMS. This means that Jeff now has to engage the IT department to look deeper into the problem, which will take up to a week as he knows that the IT department is currently dealing with a major system upgrade and will put Bill’s dog problem on the shelf.

The Outcome
Sandra is relayed all of this information and is faced with the task of telling Bill that she cannot give him an outcome there and then. To compound the problem further, Sandra has to tell Bill that the ranger department cannot follow up his request’s without a written complaint and since she cannot prove that Bill has contacted the council numerous times, has to turn Bill away. Bill is obviously not happy and leaves without his requests met and with a bad impression of Redman City council’s stakeholder engagement.

Lessons
The overarching problem is the failure for the council staff to follow procedure. Not lodging the emails into the eDMS means that there is no legal proof in the system and leaves them vulnerable to FOI law suits. Although Bill’s ranger request is fairly minor, the same situation in other areas of council’s communications could leave them open for major litigation.


SCENARIO #2 - 

CONNECTING A CRM TO ARCHIVE MANAGER

The Problem
Sandra, the Customer Service Representative for Redman City Council is working on the front desk for the council and has an irate customer (Bill) confront her regarding repeated emails that they have sent regarding a dangerous neighbourhood dog. Bill is positive that he’s sent over 4 unanswered emails in the last month requesting the council rangers making a visit to the offending dog owner, hoping for a result in his favour as he does not feel safe walking down his street and has been violated twice by the offending dog.

The Process
On the front counter, Sandra has User Based access to the council’s email Archive Manager through their CRM Salesforce.

While Bill is standing at the counter, Sandra searches the eDMS first to find a record of the conversations. She is not able to find anything related to Bill queries, so instead uses the Council’s CRM to search Bill’s records.

Sandra is able to search for Bill in the CRM and with one click of a button gaining access a complete Archive Manager record of all of Bill’s correspondence with the council over the years.

The User Based Permissions for Archive Manager is setup so that Sandra and the other Customer Service representatives can access any incoming stakeholder emails, as well as their trail of communication outgoing from any council staff member.

She cannot access emails from the executive team or any sensitive management emails though as the User Based Permissions have been filtered to restrict her to only the emails she needs to see.

Sandra can instantly see that indeed Bill has emailed the council 4 times regarding the same dog. She is able to see that on all four occasions, a CS representative has replied to Bill, as well as two of the emails having internal communication between CS and the ranger department.

While she is in the CRM and Archive Manager,Sandra is also able to remind Bill of his overdue rates notice and show him the record of emails sent in the last two weeks reminding him of the lack of payment.

The Outcome
Sandra is able to confidently communicate with Bill that the dog emails were not only received, but also replied to in all instances, from both the CS team and the ranger department. With the REAM extension for Archive Manager, Sandra is able to quickly give Bill a printed copy of the communications that show metadata dates of action taken for proof that the council is actioning his requests.

Sandra is then able to confirm with Bill that the Ranger has visited the offending property twice, once to have a friendly conversation to the dog owner, the second time to issue a warning. While Bill is at the Customer Service counter, Sandra was able to inform Bill about his late payment of the rates, and take payment there and then.

Lessons
The bespoke connection between Archive Manager and theCRM was able to track down a fast result for Sandra without having to engage multiple council departments. Bill, the irate Stakeholder was quickly subdued with accurate information and with auditable proof of the email conversations, any threat of litigation of failure to provide FOI is negated.

Sandra and the other Customer Service representatives are empowered with the information that they need instantly, while their restricted access keeps safe and secure records management.


Bespoke extensions of Archive Manager are a valuable resource in any organisation as they can reduce inter-departmental delays as well as speeding up results for stakeholder engagement.

If you are interested in connecting your Email Archive software to your organisation’s CRM, contact us for more information.