fusion3 St John Ambulance

Customer Relationship Manager

CRM&Marketing | 7

Overview

The middle ring of fusion 3 is the ‘customer relationship manager’ (CRM) layer, commonly referred to as ‘Salesforce’. This layer is the engine and real powerhouse of the St John enterprise system. Salesforce serves up information such as course dates and times for the outer ring website layer to display to the customer, while seamlessly triaging transactions with the finance system in the innermost ring.

Savings St John SA is delivering an extra $270k investment on top of the National product already valued at over $1.6M.

• Sales funnel management - automated conversion from leads to opportunities to sales • Comprehensive customer and account management • End to end student management – fully automated enrolment process, AVETMISS and USI validation, course reminders, attendance recording and re-enrolment tracking • Auto-generated training certificates (that can also be made available to employers via the B2B portal - see feature highlight) • Integrated and logged customer support mechanism FEATURES

Feature highlight

• Value-adding B2B portal with member management capability for organisations: • Business clients manage on- site and public bookings for their staff • Ability to manage the entire journey, from enrolment to credentialing and requesting access to certificates • Powerful promotional engine that allows for discounting • Online restocking booking capability • Online shop with ‘Restock Your Kit’ option

Powered by Salesforce

The CRM is built upon the Salesforce software platform. Salesforce is hosted in the cloud. The definition of ‘platform’ is important because it means St John can build upon the system so that it remains contemporary and relevant as the organisation expands product and service offerings.