Overview

The customer management module is a CRM and workflow solution that lets you handle all of your core customer interactions and processes in one place, providing you with a holistic view of each customer and their interactions with your organisation.  

It is proven to reduce turnaround times by streamlining processes, removing unnecessary data duplication and automating various activities.  

It comes pre-loaded with templates and features which you can configure to support a wide range of processes such as:

• Customer onboarding and approval applications
• Product approval applications
• Staff and venue approval and updates
• Enquiries
• Complaints 
• Appeals
• Quality assurance activities - including moderation and sampling
• Malpractice and Maladministration investigations 
• Risk profiling 
  
  

woRKFLOW automation

Our form templates include a number of features that will enforce your rules and help automate various steps and checks such as preventing incomplete applications being submitted.  

The form also automates activities post event, such as:

• Automatic filing and archiving of the forms
• Updating the customer's risk or compliance profiles
• Recording the dates of the next planned visit
• Extracts pertinent information and logs it against the customer's profile to help inform future activities (e.g. details of conflicts of interest they have declared or which you have identified through a quality assurance activity)

And much, much more!

You can even configure the onscreen confirmation messages that users see and the emails they receive at different stages in the workflows.

Integrated stripe payment

If you charge fees for certain processes, such as the submission of appeals or approval applications, you can decide if your customers are invoiced or have to pay immediately online via Stripe integration.

There are even features to set discounts on your products for specific customers, if relevant.

Offline Forms

If required, you can configure forms to work offline. 

For example, if staff are visiting a customer with poor/no wifi or are not permitted to use wifi at the location, they can download and populate the form offline and simply upload it into the system later.

CRM Profiles

The module includes a full, real-time CRM profile per customer pulling together a wide range of information from their various addresses, key contacts, system users, staff, venues, take-up, finance data, products they are approved to offer, various risk and compliance data, delivery data, intelligence data and key communications to inform future activities and even much more!

Sampling and moderation tool

The sampling and moderation tool can be embedded into your quality assurance forms, allowing customers to notify you when learners are ready for external sampling or moderation. Staff can also select relevant learners for sampling or moderation.

Draft grades and assessment evidence are accessible for review, enabling staff to confirm or amend grades, extend sample sizes, place learners on hold, or assign tasks to senior moderators for sign-off using workflow features.

Final decisions automatically update relevant booking forms and learner profiles, saving time, delivering quicker outcomes, and preventing data duplication and errors.

In addition, you can see the sampling profiles and activity for each product the customer offers on their profile, with the ability to see if these align with the intended sampling and moderation rules of the associated CASS strategy.

Apply Actions and Sanctions

Within the module, you can assign actions to customers for various reasons and at different times, such as in relation to an approval decision, quality assurance activity, or as part of the outcome of a complaint, appeal, or malpractice investigation.  

Customers can view and respond to all assigned actions directly.

If needed, your staff can apply a range of sanctions to customers, which are automatically applied and enforced in the Register, Assess, Award module.

Through a variety of associated dashboards and alerts, the module provides full visibility and control, ensuring you can effectively monitor and manage customers who do not meet your requirements.

resource library

The resource library is where customers can access key documents, such as customer handbooks and policies. It has a range of visibility and publication options so that you can control who accesses which materials and when.

When updating your customers' Terms and Conditions, you can upload them to the library and set them to be visible to all customers, requiring sign-up by a specified deadline, with tools to check those who have and options to prompt those that have yet to sign.   

dashboards and Reports 

Real-time, interactive dashboards for risk, compliance, engagement, and activity along with a wide range of easy-to-use search tools and reports, allowing you to delve into discrete business processes and analyse activity.

This helps identify emerging trends or inconsistencies and inform comparability, standardisation, process reviews & internal audits and self-assessments.