VCU-CRM High-LevelBusCase Initial Client Questions

VCU-CRM High-LevelBusCase Initial Client Questions -...

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Vantage Credit Union CRM High Level Business Case Questions Customer-facing Personnel Productivity: How many users will your company’s CRM system support? 220 employees What customer-facing roles will the CRM system support? List all that apply and describe in terms of percentages (%) if possible. These are rough estimates—customer facing only Sales Representatives: 26% FSRs (40), LFSRs/ that are not BR MGRs (11) Sales Managers: 7% Branch Managers (11), Branch Supervisors (2), ISG Manager (1), Mortgage Solutions Manager (1) , Visa Department (1) Customer Service Representatives: 32% Tellers (70) Customer Service Managers N/A Call (Contact) Center Representatives 6% 14 Call (Contact) Center Managers 1% 2 (1 Mgr, 1 Assist Mgr) Executives 4% 8 (includes Exec Admin Assistant) Other Company Personnel: 24% Visa representatives (4), Collections (7), ATM (7), Accounting (7), Centralized Lending (8), ISG (6), Mktg (7), Mortgage (4), Payroll (4) Channel Partners AutoDealers (don’t know if they need access to system?) Vendors USERS? CRI? Mortgage Bot? Cognos? Fed Reserve?
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