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Suddhodan Baidya25 Jan 2013
Customer Relationship Management
CRM
Why CRM?Collect service informationAccurately Writing Report for MinistryAccurately Writing Report for AgencyUse them for various purpose when
neededManagers to monitor staff’s report
activities
Understanding Data Structure
Client Database
Intake DatabaseUNIQUE
RETURNING 1
RETURNING 2
RETURNING 3o o
Client Database
Client Database Common Errors
Common error
Common error
Common error
Common error
Intake Database
www.successbc.ca
Service DateService Type
Assisted AccessGuided PathwayReferral To…..Participated In…..
Service AreaPresenting IssuesAction Taken
Common error
Intake Database
Common error
Common error
Intake Database
Unique Intake
Only
Unique Intake
Only
Uni
que
Inta
ke
Onl
y
Common Mistakes Summary
www.successbc.ca
Choosing ‘Unknown’ from drop down menuOne client has two unique (or returning)
intakesSame client has been input twiceSeveral categories information have been left
blankClient has no intakeService Area has not been markedPresenting Issues are blankActions Taken are blankCare Giver family information has not been marked
Unique Client Intake
21
Service Date Vs Created On
Client Intake
Client Intake Info for Ministry Report
7
4
8
6
3
5
9
21
Client Intake Error
Common error
Who gets Guided Pathway Service?
Guided Pathway Returning Client
Guided Pathway Client
Guided Pathway Client
Clic
k Tw
ice
Guided Pathway Client
Guided Pathway Client
Creating Customized Report
Customized Report
1) Type 2) Client Name 3) Area 4) Language – language spoken at home5) Gender6) Age Group 7) Country – country of origin 8) Length of Residence in CA 9) Immigration Category10) Immigration Status11) Presenting Issues12) Action Taken 13) Education 14) Language Served 15)participated in community connection activity16) Participated in Life Skill series workshop17) Participated in Life Skill Topical Workshop18)participated in Orientation Workshop19)Referral to Employment Related Services 20)ST Assisted Access to Services21)ST Counselling – provided counselling 22)ST Guided Pathway – guided pathway client 23)ST Referral to Francophone 24)Transportation Support – provided bus pass etc 25)Principal Applicant26)Spouse/Dependant27)Length of Residence_c1
Organize Column with
27 items
# of Unique Clients who participated in group Orientation Workshops
# of Unique Clients who received Counselling service
# of Unique Clients who received Assisted Access to other services (referrals and/or accompaniment)
# of Unique Clients who participated in Life Skills and Education (attended topical workshops only)
# of Unique Clients who participated in Life Skills and Education (a short-term program or course)
# of Unique Clients who received Guided Pathways support
# of Unique Clients who participated in employment mentoring
# of Unique Clients who participated in youth mentoring
# of Unique Clients who participated in other mentoring
# of Unique Clients who participated in other types of Community Connections activities (i.e. group events, field trips, community events, cultural acitivites)
# of Unique Clients who were referred to employment related services
# of Unique Clients who were referred to Francophone agencies
Ministry Report Vs CRM Report
Edit Columns to get info for Ministry Report
Primary Vs Secondary Client
Ministry Report: Secondary within 5yrs and All Primary Clients
Finding clients’ Emails for specific purpose
Finding emails of those who only speaks MandarinFinding emails of those who came to get help on EmploymentFinding emails of those who lived for about 3 years for
citizenship workshop
Finding Errors:How to find if clients do not have
intake input?
Condition:Client Database = Unique Intake
Database You must input unique intake at the same
time you input your client database to get accurate result
Export both client database and unique intake database to Excel.
Finding Errors: How many clients have unique intake input twice?
1.Export Client Database to Excel2.Export Intake Unique Database to Excel3.Sort it by client full name & place both
data side by side
Finding Errors:
Language Served (Actual)
Total Number of Unique Clients
Language Served (Numbers of Times Service Delivered)
Total Number of Unique Clients
Total Number of Returning Clients
Finding Errors: Duplicate Clients
Finding Errors: Service Type
Finding Errors: Presenting Issues & Action Taken
Finding Errors: Service Area
Agency Report
