Setting up the Service Monitor in AdvisorEngine CRM is a relatively straightforward process within the program itself. However, before entering data into the system, much of the actual setup will come in the form of planning exactly how you want to use the system. The overview below of the setup process will guide you through the questions which you as a firm will want to ask yourself during the setup process. We recommend planning your service model in full detail before entering anything into the CRM itself.
If you have not yet reviewed Service Monitor Overview, take time to learn how the components function and how the logic of the Service Monitor works so that you can adequately plan out how your firm can make best use of it.
The first task will be to determine which tiers you want to break your clients into. Determine how many you need, what the labels for each tier will be, and set specific criteria of what causes a client to fall within a specific Service Level tier.
The next task is to determine which distinct Services you will provide your clients. These might include items such as a regular meeting, a phone touch, or a newsletter. Here you are not concerned with the frequency the service is offered, but rather just which unique Services your firm performs for your clients.
The last major planning step is to determine how your Services will meet your Service Levels. Which Service Levels get which Services and how often? The same Service can apply to multiple levels, but the interval may vary based on the level. Some Services may be exclusive to higher levels or be the same regardless of the level.
Though Services can be completed in any Action, most firms use the Service Monitor to kick off particular Workflows a certain amount of time (the lead time) prior to the due date. Using the Workflow Setup section, create the Workflow Templates you want to be associated with each Service you intend to provide. The Workflows associated with each Service should be unique to the Service Monitor, and be identified as such, ideally in the Subject, such as Service ‑ Phone Call, SM ‑ Phone Call, or (SM) Phone Call.
Once you have your service model mapped on paper and the supporting Workflow Templates built, you are ready to proceed with the actual Service Monitor setup steps. See the following articles for assistance with each step as needed: