Basic CRM Navigation

Objective

To provide a clear and concise set of instructions for team members on how to effectively navigate and utilize the CRM dashboard for managing leads and patient appointments. This SOP aims to minimize misunderstandings and errors while maximizing productivity and accuracy in task execution.

Key Steps

1. Access the CRM Dashboard
   • Log into the CRM system and navigate to the dashboard.
2. Familiarize with Main Tabs
   • Identify and understand the four main tabs:
     • Created: Displays new leads that have not been contacted.
     • Follow-Up: Lists leads that have been contacted and are due for follow-up.
     • No-Show: Shows patients who missed appointments from the previous business day.
     • Unconfirmed: Displays patients with appointments scheduled for tomorrow or the next business day that are still unconfirmed.
3. Search for Leads or Patients
   • Utilize the search tool to find specific leads or patients by entering their details to pull up their profiles in the system.
4. Create New Lead Profile
   • Click on the New Lead tab to access the form for creating a new lead profile for a new contact.
5. Customize Column Display
   • Use the columns tool to reorder the columns on any tab based on your preferences.
   • Use checkboxes to show or hide columns that are relevant to your work.
6. Set Filters for Data Management
   • Click on the filter icon at the top of any column to set filter preferences for the displayed data.
   • To manage filters:
     • Click back on the filter icon on a particular column to adjust individual filters.
     • Use the filters icon at the top to view all active filters.

Cautionary Notes

• Ensure that you regularly check the Follow-Up and Unconfirmed tabs to avoid missing important follow-up activities or confirmations.
• Be cautious when creating new lead profiles to avoid duplicates; always search for existing contacts first.
• When applying filters, double-check your selections to ensure you are viewing the correct data.

Tips for Efficiency

• Set aside a specific time each day to review the Created and Follow-Up tabs to streamline your workflow.
• Regularly update your filters and column preferences to reflect your current priorities and improve data visibility.
• Utilize keyboard shortcuts for faster navigation within the CRM system, if available.
• Keep notes on common searches or filters you use to quickly replicate them in the future.

By following these steps, team members can effectively manage leads and patient appointments within the CRM dashboard, ensuring a smooth workflow and enhanced productivity.