Topic of the practice
Good Practice Information
The key to any customer relationship management system is to ensure that reporting is clear, accessible and consistent. After researching the market the Holding Fund Manager selected Microsofts CRM system, tailoring it to meet management and reporting requirements at the Holding Fund and Fund Manager level. Applications to the Fund come through the website and go directly to the CRM system.
They are automatically allocated to the most relevant Fund Manager. The Fund Manager updates progress of the application on the CRM system and can link this to their emails, so when they send an email to applicant a copy can be attached to the CRM record. The Fund Manager can also put reminders on records of when monitoring and output information is due.
Evidence of success
The CRM system has improved the effectiveness and efficiency of monitoring the investment process and reporting.The CRM software would be a best practice that would be easily transferable to partner countries. The software that was purchased is a standard piece of software which can be easily adapted to each individual fund.
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Annex completed on: 09-30-2014