34: Customer Relationship Management (CRM) Customer Relationship Management (CRM) VOS Staff Guide -

  • View
    0

  • Download
    0

Embed Size (px)

Text of 34: Customer Relationship Management (CRM) Customer Relationship Management (CRM) VOS Staff Guide -

  • VOS Staff Guide - 34: Customer Relationship Management (CRM) 34-1 V19 - 01/2020

    34: Customer Relationship Management (CRM)

    Chapter Contents Methods to Create a Marketing Lead ............................................................................................ 34-1

    Option 1: CRM Widget ........................................................................................................................ 34-2 Option 2: CRM Group ......................................................................................................................... 34-2 Option 3: Create an Employer ............................................................................................................ 34-3 Option 4: Local Employer Sites .......................................................................................................... 34-4 Option 5: Converting External Jobs .................................................................................................... 34-5

    Marketing Lead Account Management .......................................................................................... 34-6 Contact Information Section ............................................................................................................... 34-8 Company Information Section .......................................................................................................... 34-11 Marketing Information Section .......................................................................................................... 34-17 Professional Employer Organization Section ................................................................................... 34-19 Activities Section .............................................................................................................................. 34-19 Attachments Section ......................................................................................................................... 34-25 Case Notes Section .......................................................................................................................... 34-26 Surveys Section ................................................................................................................................ 34-27 Contacts List ..................................................................................................................................... 34-31

    Marketing Leads ......................................................................................................................... 34-32 Work Items ................................................................................................................................. 34-33 Appointments ............................................................................................................................. 34-34 Online Surveys ........................................................................................................................... 34-34 CRM Reports ............................................................................................................................. 34-34 System Login for Primary/Secondary Contacts ........................................................................... 34-36

    Account Management for Primary/Secondary Contacts ................................................................... 34-37 The CRM module offers Employer Outreach Specialists, Business Services Representatives (BSRs), and other staff a full range of tools and resources to actively manage employer recruitment efforts. Staff can use the CRM module to convert potential business customers into Marketing Leads for the purpose of providing assistance to these businesses and tracking the profile details they manage on behalf of these potential Recruiting employers. In Virtual OneStop, staff can select CRM options using either of two methods:

    • Within My Staff Dashboard, staff can configure their dashboard widgets to include the Customer Relationship Management (CRM) widget, which displays CRM options.

    • Along the left navigation menu, staff can access the Customer Relationship Management group to select a desired option.

    Note: Staff must access the Customer Relationship Management group to manage online surveys.

    Methods to Create a Marketing Lead The system offers staff numerous ways to create a Marketing Lead. A Marketing Lead is an account type that identifies potential Recruiting employers. Business Services Representatives work hard to recruit Marketing Leads with the hope they will become Recruiting employers. In the Virtual OneStop system, Recruiting employers have full system access so they can manage their account profile, use recruitment

  • Customer Relationship Management (CRM)

    VOS Staff Guide - 34: Customer Relationship Management (CRM) 34-2 V19 - 01/2020

    tools (like posting jobs, searching for resumes, and creating Virtual Recruiter resume alerts), and utilize other system components like Labor Market Services to help manage their businesses. Marketing Leads can use the Virtual OneStop system, but in a diminished capacity. They cannot access the recruitment tools such as job order management, resume search, and resume alert management. For a description of Marketing Lead creation methods, refer to the topics that follow. Details of how staff members perform data entry for a Marketing Lead will be discussed in the Marketing Lead Account Management topic on page 34-6.

    Option 1: CRM Widget Using My Staff Dashboard, staff clicks Marketing Leads from the CRM widget. In response, Virtual OneStop displays staff’s current list of Marketing Leads, if applicable. To create a new Marketing Lead, staff clicks Add Marketing Lead, as shown in the sample figure below.

    Note: This method enables staff to manually create a Marketing Lead.

    CRM Widget

    Option 2: CRM Group To create a Marketing Lead using the CRM group on the left navigation menu, staff clicks Create a Marketing Lead to choose from two options:

    • Staff clicks Manual Entry to manually complete the mini registration. • Staff clicks External Employers to access a list of employers that posted jobs on the Internet. From

    this list (which also displays the number of active jobs posted by each employer), staff can convert a desired employer to a Marketing Lead by clicking Convert to lead. The system will auto-fill the mini registration on behalf of staff, the same way it does in Option 4: Local Employer Sites.

  • Customer Relationship Management (CRM)

    VOS Staff Guide - 34: Customer Relationship Management (CRM) 34-3 V19 - 01/2020

    Create a Marketing Lead from CRM Group

    Option 3: Create an Employer Similar to how staff creates a Recruiting employer account, staff selects Manage Employers ► Create an Employer to choose between two options:

    • Staff clicks Recruiting Registration to access and complete a full system registration template. This employer account type can utilize recruitment tools like posting a job.

    • Staff clicks Marketing Lead to access and complete a mini registration for a potential employer recruit. This employer account type cannot utilize recruitment tools until staff edits their account type to Recruiting.

    Manage Employers ► Create an Employer

    Note: When applicable, staff may select check boxes for both account types and click Continue Registration to access and complete the full registration template for employers.

  • Customer Relationship Management (CRM)

    VOS Staff Guide - 34: Customer Relationship Management (CRM) 34-4 V19 - 01/2020

    Option 4: Local Employer Sites

    Local Employer Sites

    Virtual OneStop is supported by InfoGroup®, a national employer database. Staff can select Manage Employers ► Local Employer Sites to search for and select a desired company from this database for recruitment purposes. To convert an InfoGroup employer profile to a Marketing Lead, perform the following:

    1 Select a desired search option to locate a desired employer. 2 Click the displayed area hyperlink to select the employer’s geographic region. 3 Enter search criteria based on the selected search method. 4 When entering text for a keyword search, the system will display a list of employers whose

    company names match the data entered. Staff clicks the desired company name from the list. 5 Click Search. 6 From the list of match results displayed, staff clicks the desired company name link.

    Display Options - Employers

    7 From the employer details page, staff clicks Convert to lead. As a result, the system auto-fills the mini registration required to create a Marketing Lead, with the exception of the employer’s preferred contact method.

  • Customer Relationship Management (CRM)

    VOS Staff Guide - 34: Customer Relationship Management (CRM) 34-5 V19 - 01/2020

    Contact Information Screen

    Job Search Tab

    Option 5: Converting External Jobs Many of the external jobs that derive from multiple Internet sources can be converted to a Marketing Lead record, similar to how staff can convert an external employer acount from InfoGroup. Staff can select Manage Job Orders ► Search for all Jobs to search for and select a desired job sponsored by an employer whom they wish to recruit. To convert an external job, staff performs the following:

    Sample Quick Job Search Screen

    1 Selects a desired job search tab. 2 Clicks the displayed area hyperlink to select the job’s geograph