Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
General Instructions
This step-by-step instruction explains the process for creating and tracking a Customer
Relationship Management (CRM) case on behalf of a Soldier for a concern or question
directly related to a Soldier.
Step-by-step instructions are provided for the tasks listed below. Select the task to go
directly to it. To return to this page, click the
arrow.
•
Create a Case on Behalf of a Soldier
•
Track a Soldier’s Case
You will need the following:
•
•
Internet access
User name and password for GoArmyEd
Prerequisites: You should have successfully completed the following training
modules:
•
GoArmyEd Portal Overview
Business Policies
•
School users are expected to use CRM to report and track concerns or
questions related to an individual Soldier.
•
School users are expected to create a CRM case on behalf of a Soldier from the
Student Record Support Summary or call the GoArmyEd Helpdesk at 1-800817-9990. The concern or question will become part of the GoArmyEd Student
Record so the Soldier and others are aware of the actions that were taken and
the final resolution.
•
Assigned or escalated CRM cases should be resolved within two business days
after a service provider has assumed ownership.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Business Policies
•
The following GoArmyEd Customer Service Principles (5Cs) are provided as
guidelines for Army Education Counselors/Education Services Specialists (ESS)
and all other GoArmyEd service providers to follow when creating, tracking, and
resolving CRM cases.
o
Consistent - We provide consistent service and follow standard operating procedures.
Each case is documented so the customer receives the same level of service regardless
of with whom they talk.
o
Correct - All service providers will have access to training resources. Those resources
will be used to correctly identify a customer's issues, assign the case a correct category
and subcategory, and either completely resolve or escalate the case. If you do not know
the answer to a question, add notes to indicate that the case is being escalated, and let
the customer know how he or she can track its status.
o
Complete - All case documentation is complete with pertinent information, allowing the
customer and other service providers to completely understand the facts of a case and
what was done or still needs to be done to resolve it.
o
Customer- Oriented - All written case actions are customer-focused instead of internally
oriented (even though other service providers also may be an intended audience for the
messages). All case documentation, action notes, and resolutions are addressed to the
customer and provide information that the customer needs to understand the status and
outcome of the case. Customers include Soldiers, Army Education Counselors/ESS,
Schools, SOC, MBS, Program Mentors, and IBM.
o Collaborative - All tier levels support each other and encourage a collaborative
environment that is focused on consistent and customer-oriented service.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Create a Case on Behalf of a Soldier
Use the following steps to create a CRM case related to a concern or question for an
individual Soldier. To originate a case on behalf of your school refer to the school’s
Step-by-step instructions - Creating and Tracking Your Cases.
Note: Screen images in this document might vary slightly from the current GoArmyEd portal.
1.
Log into GoArmyEd at www.goarmyed.com using your username and
password.
2.
Your GoArmyEd homepage appears.
3.
From the Student Management section, enter the Soldier’s Social Security
Number (SSN) or last name and last four digits of the Soldier’s SSN. Select
the “Retrieve Student Record” button.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Create a Case on Behalf of a Soldier
4.
The Student Record page appears. Select the Support Summary tab.
5.
The Helpdesk Case Summary tab displays a list of the Soldier’s open CRM
cases.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Create a Case on Behalf of a Soldier
Scan the list of open cases to ensure that a case does not already exist.
Scan the list of closed cases to determine if any recently closed cases address
the Soldier’s current concern or question. To view closed cases, select the
Display drop-down list and select Closed. If additional information or action is
required a new case should be created with a reference to the closed case.
6.
To view additional details about a case, select the plus sign to the left of the
case. If an open case exists, select the “Add Notes” link to include current
information in the case.
7.
If it is necessary to create a new case, scroll down and select the “Create New
Helpdesk Case” button.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Create a Case on Behalf of a Soldier
8.
The Create New Case page appears.
Note: Items marked with an asterisk (*) are required.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Create a Case on Behalf of a Soldier
9.
If the Soldier is located outside the continental USA (OCONUS), select Yes as
the answer to the OCONUS question. Select the drop-down arrow and choose
either Phone or Email to answer the question: What is the best way to contact
the Soldier?
If the Soldier is located in the continental USA (CONUS), select No as the
answer to the OCONUS question. Select the box if the Soldier cannot be
contacted by email.
10.
Select the relevant case type from the drop-down list.
Note: Case types listed are for demonstration only and are subject to change.
11.
Type a brief description in the “Subject” field.
12.
If additional documentation is necessary to support the CRM case, you can
attach documents by selecting the “Browse” button. Additional
documentation may include any supporting reference to the case.
Note: eFile documents should not be attached to CRM cases; the document
file size is limited to 4096KB.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Create a Case on Behalf of a Soldier
13.
Type a detailed description in the “Description” field. Provide all the
information needed to resolve the CRM case, including the text of error
messages, references to other CRM case numbers, and other details.
14.
Select the “Submit” button to continue or the “Cancel” button to abandon the
case without saving it.
15.
The Case Confirmation Code page appears with the CRM case number. Write
down the CRM case number for reference so you can track actions taken.
Select the “Return to Support Summary” link to review the Student Support
Summary page.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Create a Case on Behalf of a Soldier
16.
The case is listed in the Current Open Case(s) section under the Helpdesk
Case Summary tab.
17.
Select the “Home” link to return to your GoArmyEd homepage.
18.
When the case is resolved, the Soldier receives email confirmation with the
resolution and a link to a customer satisfaction feedback survey. The school
user also will receive a copy of the closed-case email.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Track a Soldier’s Case
Use the following steps to track CRM cases that have been created on behalf of or by a
Soldier. Step-by-step instructions are available to Soldiers to provide guidance on how
they can create and track cases for themselves.
Note: Screen images in this document might vary slightly from the current GoArmyEd portal.
1.
Log into GoArmyEd at www.goarmyed.com using your username and
password.
2.
Your GoArmyEd homepage appears.
3.
From the Student Management section, enter the Soldier’s Social Security
Number (SSN) or last name and last four digits of his or her SSN. Select the
“Retrieve Student Record” button.
4.
The Soldier's Student Record appears. Select the Support Summary tab.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Track a Soldier’s Case
5.
The Helpdesk Case Summary tab displays a list of the Soldier’s open CRM
cases. Select the plus sign
to the left of the case to view the actions that
have been taken on the CRM case.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Track a Soldier’s Case
6.
So far, this CRM case example only has been opened. The Actions Taken
section of a case displays the name and email address of the school
representative who has taken an action on a case. The name, location and
email address of an Army Education Counselor/ESS, HQ ACES or ESO also
will display if they have taken action on a case.
Note: Email addresses will not be visible to Soldiers.
As the CRM case is worked and resolved, actions will be added. Select the
“Add Notes” link to add current information to the CRM case.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Track a Soldier’s Case
7.
The case will display. If applicable, add comments in the “Enter New Action”
field.
8.
Select the “Submit Actions Taken” button to add a comment to the case.
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Customer Relationship Management (CRM)
Non-LOI School - Creating and Tracking Cases for Soldiers
Step-by-Step Instructions - Track a Soldier’s Case
9.
Continue to track the progress of the CRM case. When the CRM case is
resolved, the Soldier receives email confirmation with the resolution and a link
to a customer satisfaction feedback survey. If a school representative created
the CRM case on behalf of the Soldier, he or she also will receive a copy of the
closed-case email.
Key Points to Remember
•
School users are expected to use CRM to report and track concerns or
questions related to an individual Soldier.
•
Schools users are expected to create a CRM case on behalf of a Soldier from
the Student Record Support Summary or call the GoArmyEd Helpdesk at 1-800817-9990. The concern or question will become part of the GoArmyEd Student
Record so the Soldier and others are aware of the actions that were taken and
the final resolution.
•
When creating a CRM case, be sure to include a complete and detailed
description of the issue in the “Description” field. If the information is not
adequate, the CRM case will be returned to you for additional information.
Returned CRM cases can cause unnecessary delays, and possibly the creation
of another CRM case by a Soldier.
•
GoArmyEd Customer Service Principles (5Cs) are provided as guidelines
GoArmyEd service providers to follow when creating and resolving CRM cases.
•
GoArmyEd takes quality of service very seriously. Each closed-case email
includes a link to a customer satisfaction feedback survey. The feedback is
reviewed by GoArmyEd management and used to focus our training and
improvement initiatives so we can serve Soldiers better. We encourage each
Soldier's candid feedback.
Version 2, Last Revised: 19-Mar-2011
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