What is the CRM?
CRM, or Customer Relationship Management, is a comprehensive system designed to manage and analyze customer interactions and data. It's a centralized hub where you can access detailed profiles of both pet owners and their pets, ensuring seamless communication and service delivery.
How to Use the CRM
Navigating the CRM:
Go to the Customer section from the Navigation Menu.
Here, you can search and find Owner profiles.
Owner Profiles:
Open an owner's profile to view or edit details.
Information includes: Name, phone, email, address, and global veterinarian.
Use tags or create an alert note for internal references. These are business-facing and won't be visible to the owner.
Utilize the Notes section to add timestamped notes about the owner for internal use.
To Edit owner profile information, click on the pencil in the upper right.
Pet Profiles:
Select a pet profile to view or edit details.
Fields include: Name, Breed, weight, sex, color, altered status, temperament test status, DOB, vaccination history and specific veterinarian details (if different from the global vet listed on the Owner profile).
Use tags or create alert notes for internal references.
Use the Notes section to add timestamped notes about the pet.
Drag and drop or upload photos in the photo section to visually identify the pet.
To Edit pet profile information, click on the pencil in the upper right.
Why and When to Use the CRM?
Centralized Information: The CRM provides a single location to access and manage all customer-related data, ensuring that businesses can quickly retrieve and update information as needed.
Enhanced Customer Service: With detailed profiles and notes, businesses can tailor their services to meet the unique needs and preferences of each pet and owner.
Internal Communication: Tags, alert notes, and timestamped notes facilitate internal communication, ensuring that all staff members are informed about specific customer requirements or concerns.
Best Practices:
Regularly Update Profiles: Ensure that all information, especially contact details and pet health data, is up-to-date.
Use Tags and Notes Effectively: Utilize tags for quick categorization and notes for detailed observations or communications related to the owner or pet.
Maintain Privacy: Remember that tags and notes are business-facing.