CRM escalation rule maintenance overview

All CRM activities that are initiated as a consequence of a customer interaction, either directly or indirectly, can be service level driven and form an integral part of a wider Service Level Agreement (SLA). Within CRM there are three key components of SLA compliance tracking: amber warning period, follow-on escalation and target completion exceeded. Individual SLA targets can be linked to a communication method, a case subject or the individual tasks that are associated with it in order to monitor compliance. Once an SLA indicator is reached, the system can be configured to dispatch an automatic alert to one or more user accounts, notifying them of the situation; the next stage in proceedings can also be controlled through a follow-on rule i.e. the actions to be undertaken in the instance where an escalated case subject or task is still outstanding after a defined period. Achieved through the creation of CRM escalation rules, these automatic alerts can be defined for any combination of companies, roles and individual user accounts, at the discretion of the housing organisation. For example, a CRM escalation rule might be linked to a system role entitled 'Rent Arrears Team Leaders' and comprising several users, all of whom need to be alerted when an arrears-focused CRM case reaches its amber warning period (the advance warning of an imminent target completion date). Once an alert is routed to that escalation group, all users will receive the same notification by virtue of their membership to the linked role. In general, where a CRM escalation rule links to a role, all members of that role will be alerted; conversely where individual members are associated with a CRM escalation rule, notification will be restricted to those members only.

Separate help articles have been created for each key aspect of CRM escalation rule maintenance, including:

• To create a new CRM escalation rule
• To add a role to a CRM escalation rule
• To add a user to a CRM escalation rule

In addition, separate help articles focus on the creation of users and role memberships, specifically:

• To create a new user account
• To create a new role
• To assign a role to a user account