Definitions:

● ‘Contact’ = non-licensed entity that exists only in the CRM (free)

● ‘User’ = licensed entity that exists in the Training space via an enrolment (charged)

The CRM introduces a new entity called a ‘contact’. A ‘contact’ is not licensed. This means that you can have hundreds of contacts without incurring additional charges. A license is only consumed when the ‘contact’ becomes a ‘user’ (an active learner).

The main function of the CRM is to allow the vetting required prior to formal enrolment. Tasks, notes and deals can be associated with this ‘contact’. Once satisfied, you can convert the ‘contact’ into a ‘user’ on the platform by using an enrolment form.

‘Contacts’ that have been converted to ‘users’ can also be tracked in the CRM for the term of their enrolment (under the ‘Enrolments’ area explained later in this article).

To aid the instruction around this space, this article will be structured in the order of steps recommended (and not in the order of the sidebar).

Admin user core permission:

● CRM > Yes

Additional permissions are needed if the same admin user also manages users, enrolments, intakes and forms.

The first step is to create a ‘contact’.

A contact can be created manually (via the ‘Add Contact’ button), or created automatically via Forms. For the second option, head over to the ‘Forms’ in Frameworks and create a new enrolment form. When selecting the ‘create type’ > choose ‘Contact’. The only fields needed for creating a contact are: first & last name, email address, phone number.

Tasks, notes, files and deals can be associated with the contact. Simply click on a tab and choose ‘Add’.

Once a ‘contact’ has been created, you can further associate the contact with a ‘Company’.

Head over to the ‘Companies’ area and hit ‘Add Company’. The only required detail is a ‘company name’. The additional fields are optional. Once a company has been created, you can click on the ‘contacts’ tab and add your new contact. This process can also be completed from the perspective of the contact (open & edit the contact > choose company > save). ‘Companies’ can also have their own associated tasks, notes, files and deals.

Once a ‘contact’ has been successfully qualified/vetted for enrolment, you can send an enrolment form directly to them. Highlight the contact and choose bulk actions > send enrolment form. The platform will list all of your current enrolment forms. You can nominate an intake here as well. Alternatively, you can manually create their ‘user’ profile choosing ‘create new users from contacts’ instead of sending an enrolment form.

Note: Remember to configure the nominated intake in your AVETMISS space (under ‘Training Activity’) before offering enrolments.

After you have organised your contacts and companies, you can manage/assign/allocate tasks & notes to either. These tasks and notes can be assigned to various team members with deadlines. Attachments can be added along the way to either tasks or notes.

The various tasks and notes from all contacts & companies will collate in the ‘Tasks’ and ‘Notes’ area of the CRM respectively. These two areas of the CRM will give you an overview of all pending tasks and notes as well as all completed tasks and notes.

This functionality can be further expanded by using the ‘Task Groups’ in the Settings of the platform.

As you vet your contacts, opportunities for ‘Deals’ may arise (e.g. course deposit paid). The CRM allows you to track the sales progress for each contact. The broad categories are:

A worthwhile step is to define these terms internally. For example, what makes a ‘qualified lead’? Is it when they have completed their pre-enrolment interview?

As a ‘contact’ moves through each stage of their pre-enrolment (with closed won = enrolment), you can track (and store) the corresponding data. As you accumulate ‘contacts’, this area helps track the various stages for each.

The final area of the CRM is the ‘Enrolments’ space. After a contact has been converted to an enrolled user (via the contacts area of the CRM).

This area allows you to track the completion of the various details needed for a successful enrolment. Examples are:

● USI verification (completed via the AVETMISS space)

● Training Plans (completed via their intake enrolment)

This area will continue to update as the user progresses through their enrolment. This means that you can use this space to ensure that users (who are enrolled learners at this point) are on track for your compliance requirements.

Note: The default filer is ‘pending’. Clear/modify your filters to show other learners (users) in your organisation.

The CRM space of the platform can be utilised in a variety of ways. Guidance from your Customer Success Manager (CSM) is recommended. Please organise a time with your CSM to learn more about how the CRM space can benefit your organisation.