Customer Lifecycle management = teamwork! Every link in the organization counts!
All colleagues work together to provide integrated care, corresponding to the services and departments. This means that there are responsibilities and tasks for you too, even if you haven't had any personal contact with the client or his/her contact person.
The contact and request registration is complete and well done! This is the most important step to achieve good customer satisfaction and a smooth customer journey: capturing all crucial information in terms of contact information and care needs. Now the real work can begin 😊
Scenario 1: Do you work as a relationship manager?
Each request is assigned a relationship manager; this employee ensures that the customer receives an appropriate solution to his/her question and experiences an excellent customer experience. You are the central and sole contact person for the different requests. You coordinate that all requests are recorded properly and on time and that an integrated care offer can be fulfilled.
Check daily in the list of Requests whether you are designated as a relationship manager (SPOC)? You can filter the list via the checkbox at the top.
Open this request to know the need for care and then schedule tasks to ensure proper follow-up.
Are you not the right contact person?
Via the first tab 'Prospect' or 'Client', you can appoint a colleague as a relationship manager.
Do you have planned absences?
Go through the current requests for which you are the account manager in time and temporarily assign a colleague.
Is your colleague absent on an unscheduled basis?
Consult with your team to temporarily transfer the requests assigned to him/her to colleagues.
In the near future, you will be notified of new requests to which you are linked as a relationship manager.
Scenario 2: Do you work as a task manager?
If you have specific operational expertise within your domain/department/region, you can be appointed as task executor to ensure that a request for care is properly filled in.
Check daily in the list of Tasks whether certain tasks have been assigned to you as a task performer. You can filter the list via the checkbox at the top ' Show only my tasks' or the other filters.
Finished and closed tasks are not shown in this list by default; use the filters to retrieve them.
Click centrally on the task line to access the detailed information associated with this task. Adjust the status of the task via the Action button ' Select' - according to your execution and schedule a follow-up task for yourself or another colleague if necessary.