Releases vs ongoing configuration
Product manager role?
The quality of the implementation effort is, I suspect going to be the biggest single factor in determining the impact of the CRM on support demand.
f-2-f is relatively inefficient use of resources?
does CRM have any capacity for comms? ideally push to subgroups of users..., Users will have an (optional) associated email. That could give us an email list and the means to segment it appropriately
Merely adding new content to CABlink is ineffective
Responsive updates needed, Skills within team, Straight forward (=quick) process
Needs to be good
No culture of using help - because case hasn't got any - what can we do about that?
No signif effort into resolving 1-off CASE issues
No pivot/v-lookup handholding
It is very inefficient. The time spent getting hold of customers is totally unproductive
Phone contact v inefficient
But we seem to almost always respond to email contact with a phone call, so no saving except for SD, Web form so basic info is always included in emails
eventbrite for booking?
CRM Admin activities
have a CRM specialist in SD?
Direct support at ASS and TGTs to provide appropriate support and training in bx?