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Supporting the Customer Relationship (CRM)
Comprehensive and in depth
Quartz is a fully integrated system which implicitly supports
development of the customer relationship. Facilities support the
management of relationships with potential and current customers,
including the review and development of business with individual
customers, and broader marketing initiatives such as campaigns and
events.
From the core product, the key interactions between an
organisation and the awarding body are immediately visible, and can
be directly reviewed in detail through the extensive hyperlinks
which cross-link throughout the system. For example, users can see
all activities relevant to any specific customer, such as, past and
previous classes/cohorts of learners/students, the dates, authors,
and content of correspondence, other locally-defined tasks and
processes, the programmes and qualifications developed with and/or
currently or previously provided, etc.
Quartz provides further CRM-specific functions integrated
seamlessly with the rest of the system. These includes two views of
other interactions with stakeholders: a journal view by organisation
or individual stakeholder; and a task-list view specific to each
user. This enables users to record or proactively manage
communications with each customer – linking relevant individuals and
their organisation. Contacts and actions can be recorded in either
view.
There are extensive standard and ad-hoc reporting facilities that
enable analysis of stakeholder information and can be used to target
communications more effectively.
Journal View
The journal view provides a chronology of contacts and actions
with an individual or an organisation. The journal can be accessed
directly from a stakeholder record and can be filtered so that, for
example, only outstanding actions are displayed. This view is very
useful in managing responses to complex queries which require
several contacts, and in ensuring phone calls are handled
efficiently by providing immediate access to relevant historical
information.
Task List View
Each currently logged on user has a CRM task-list view, which
displays tasks assigned to that individual. The information recorded
includes the type of contact, organisation/individual, target date,
actions, notes and individual responsible. The view can be filtered,
for example, by open, up-coming tasks, overdue tasks, etc., so that
work can be prioritised or similar tasks grouped.
Quartz has a management function which enables tasks or groups of
tasks to be assigned to other staff on either a temporary or
permanent basis, for example to ensure cover for staff absences.
Supporting marketing events/campaigns
Quartz provides the facilities needed to support marketing events
or campaigns, for example, Quartz users can define the steps
required in a campaign/event, select the target audience, draft
invitations and mail-merge letters, monitor responses, send
confirmations, etc.
Supporting business development
The ability to apply local classifications to Quartz data items combined
with Quartz CRM facilities and business intelligence tools provides
exceptional support for business development. Trends and exceptions can be
identified and reported, for example, looking at a breakdown of customers,
potential customers, or qualifications/products.
Managing customer service
User defined tasks or events can be tracked and reported in Quartz. An
example of this capability is monitoring and reviewing customer service
levels, such as turn-around of registrations, awards and certification.
Quartz screen examples
An illustration of the CRM journal showing tasks against an organisation,
illustrating target dates and responsibilities.
Making a journal entry against a contact (in this case, also a
task with assigned responsibility).
This illustrates the CRM Task-List for an individual Quartz user
displaying all tasks for which they have permanent or temporary
responsibility.
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Click above to open a factsheet giving more details on the
Quartz
CRM facilities (PDF,
opens in a new window)
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