CRM USER MANUAL

October 2023
Version 2.0

Nursing Homes
Ireland
2051 Castle Drive,
Citywest,
Dublin 24,
D24 K299
t. +353 1 4699800
f. +353 1 4796447
e. [email protected]
www.nhi.ie
Facebook.com/nursinghomesireland

@NursingHomesIre
Table of Contents

CRM 5
NHI CRM Functionality 5
NHI CRM Company/Nursing Home/People Structure 6
NHI Member Portal 7
CRM Login and Password 7
Login Issues 8
Change password 8
Forgot Password 9
Main Screen 9
3.2.1 My CRM ........................................................................................................ 9
3.2.2 Team CRM.................................................................................................... 9
3.2.3 Reports ...................................................................................................... 10
3.2.4 Marketing................................................................................................... 10
3.2.5 Notifications .............................................................................................. 10
3.2.6 Recent ........................................................................................................ 10
3.2.7 Find ............................................................................................................ 10
Tabs Menu Bar 11
3.3.1 Customise Tabs Menu Bar ........................................................................ 11
Add/New Button 11
Find Company 12
4.1.1 Company Search Screen........................................................................... 12
Company Summary Screen 13
Company Tabs Menu Bar: 14
Add Any Company 15
 New Company Entry Screen - Company ........................................................... 16
New Company Entry Screen – Address/Email/Phone ...................................... 17
New Company Entry Screen – Default Person .................................................. 18
Save new Company ............................................................................................ 18
Add Nursing Home Company 19
New Company Entry Screen – Nursing Home Company .................................. 19
New Company Entry Screen – Nursing Home Address/Email/Phone.............. 22
New Company Entry Screen – Default Person Nursing Home ......................... 22
Save Nursing Home Company ........................................................................... 23
Sales ledger address........................................................................................... 23
Company Add - Finance/Admin Details............................................................. 25
Save Company Finance set up ........................................................................... 25
PEOPLE _________________________________________________________ 26
Find Person 26
From Company Tab ............................................................................................ 26
Find Person Screen - General find ..................................................................... 26
Person Summary 27
Person Summary Screen Tabs: .......................................................................... 28
Person Action Buttons:....................................................................................... 28
Edit Person Details 29
Person Detail – this can be edited by clicking the Change button on the
summary screen. ................................................................................................ 29
Change Address/Phone/Email ........................................................................... 29
Add Any person 30
Add Person from Main Menu .............................................................................. 30
Add person From a Company Summary Screen ............................................... 30
Person Entry Screen ........................................................................................... 30
Add Nursing Home Person 32
Add person to Group of Nursing Homes 32
Set Person Portal Access 32
Set Access............................................................................................................ 32
Create Login email .............................................................................................. 32

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 Portal User Password Reset ............................................................................... 33
Member Person Communication Preferences 33
Queries/Cases 35
Open a new Query/Case 35
From Company Query Screen ............................................................................ 35
From the Company/Person Screen ................................................................... 35
Completing the Query 37
Complete Solution Details ................................................................................. 38
Completed Query Summary .............................................................................. 39
File to CRM from Outlook 40
How to export Group Lists from CRM to Mailchimp 56

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 1. Introduction
____________________________________________________________

CRM

Customer relationship management (CRM) is a facility to manage our interaction with

others.
It is a place to record who we interact with and what we interact with them about, in
the one system/place.

In services to Members it will give us better knowledge of what the current issues are for
members, what our levels of engagement are and what services they use most. For each
nursing home/member we will be able to see a complete picture of their interaction with
NHI in one place.

For Representation we can see who we have interacted with and when easily. By linking
things like constituencies and local authorities to both stakeholders and Members we
can make our representation more focussed and specific, communicating with and
harnessing members locally in our representations.
For companies who work with us as suppliers or sponsors etc. we will also be able have
contacts list and record what how we have interacted with them.

All people/companies that we interact with financially will be linked between the CRM
and the accounts package, be they members, suppliers, sponsors etc.
By reviewing the information we record on our interactions we will be able to review,
focus and prioritise what we do, to better meet our objectives, in the different areas.

NHI CRM Functionality

• Combine multiple contacts lists & databases into one single location/system
• Record all communication/interaction with contacts/members
• Mass mailing and SMS function from single database
• Management of Membership
• Knowledge Base for members queries
• Management of Garda Vetting

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 • Management of Events – Webinars, Training, Annual Conferences, Care Awards,
Meetings, Regional Meetings
• Link financial interactions to accounts package
• Customer Portal which will enable members to interact with the CRM and drive
some of the above processes themselves.
• Portal will have various levels of access depending on whether a customer is a
member or non-member etc.
NHI CRM Company/Nursing Home/People Structure

CRM systems are based around companies and people.

In most cases people we interact with are connected to a company and we interact with
them in their role with the company.

All things we record in CRM like communications, queries etc. are then linked to the
Company and the person in the company where specific.

With a single nursing home, a supplier or a sponsor company we will have the one or
more people in that company that we interact with listed with the company.
With groups of nursing homes this is slightly more complicated as there is only one legal
company, but for reasons of things like NHI Membership, Regional Meetings, payments
and Garda vetting etc. we need to be able to link interactions to each nursing home in the
group.

Therefore, for a group of say 3 nursing homes we will have 4 CRM ‘company’ entities,
each nursing home and a ‘Group Office’. Each of these CRM company entities have
people connected to them. In groups there will be some people like the owner/registered
provider that need to be connected to all four CRM companies and will need to be
entered against each and if changed, changed in each. The ‘group office’ is the legal
company and all payments and vetting are linked to it, but it is not linked to an NHI
Region. The nursing home is linked to an NHI region and people in this will be used for
Regionally based communications and interactions.

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NHI Member Portal

The NHI Member Portal is a web based online application that will enable NHI Members
and Garda Vetting Affiliates to interact with NHI’s Customer Relations Management
(CRM) databases and billing system directly, enabling:
• Submission, payment, live status and download of Garda Vetting – all online
• Self-service updating of nursing home details
• Self-service updating of user logins, access levels
• Selection of the types of NHI communications users would like to receive
• Booking on Events
• Booking on and managing NHI training
• Submitting Queries
The Member Portal is designed to give members and affiliates better live information on
Garda vetting at their fingertips, streamline booking on events and education days and
give control over user setup and who receives what information from NHI.
Phase one of the rollout will involve Garda Vetting, Payments, Nursing Home details and
My People functions.

The Portal will work for individual nursing homes, groups of nursing homes with
centralised billing, and groups of nursing homes that prefer to be billed locally.
Initially each nursing home or group of nursing homes will be set up with an
administrator, who can then set up other users or nursing homes.
Administrators can set which sections users have access to.

CRM Login and Password

Address to login screen

https://portal.nhi.ie/crm

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Login Issues

If the system thinks you are still logged in it will show the following. If you do not think
you are already logged in click continue and this will end the ‘other’ session

Change password

To change your password for CRM you must start at the login screen.
On the login screen tick the “Change Password” box to reveal the following screen.

Fill in the fields and then click on “Log On” – if all is ok you will be logged into CRM and
your password will be changed

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Forgot Password

If you have forgotten your password for CRM, this can only be reset by a user with admin
privileges via the Administrator section of CRM.

3.CRM Main Screen

_________________________________________________________________________
Main Screen

When you first log into CRM you will be logged into an area of CRM known as My CRM.
This area will show you information that is relevant to the logged in user e.g. calendar,
leads, queries etc.

There are three main areas used to navigate CRM as per the above screenshot:
1. This is the main navigation bar and will always be the same no matter what
part of CRM you are accessing.
2. This is the Tabs menu bar – the tabs on this bar will change depending on
which part of the system you are accessing although you will see some tabs
appear in almost all records e.g. Notes, Communications
3. This is the Add button – this is used for creating new records in CRM.

Main Navigation Bar

3.2.1 My CRM
This button will display a dropdown list of areas of the system that are
relevant to the logged in user e.g. Calendar, Queries (shows a list of queries
currently assigned to the logged in user).

3.2.2 Team CRM

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 This button will display a dropdown list of areas of the system that are
relevant to the logged in user’s Team. Each user in the system can be
assigned to a particular team of users e.g. two users could be assigned to an “Accounts”
team – when logging a new Query in CRM you can assign the Query both to an individual
user but also a Team of users.

3.2.3 Reports
This button allows access to the reporting section of CRM and will only be
enabled for specific users.
3.2.4 Marketing
This button allows access to the Marketing section of CRM and will only be
enabled for specific users.

3.2.5 Notifications
This button allows the user to see any notifications they may have on the system
and will display a number
When clicked a list of notifications will display with
options to snooze/dismiss individual notifications or
all notifications.

3.2.6 Recent
This button is the Recent button – when clicked this will display a list of
the most recent companies, people, queries etc. that you have accessed
in CRM and is a quick way of navigating back to a record you have
already accessed.

3.2.7 Find
This is the Find button – when clicked this will give you
access to the search functionality in CRM and allow you to
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search for Companies, People etc. – see under the different sections later in the manual.

Tabs Menu Bar

This menu bar will change depending on which part of CRM you are accessing and gives
you access to various information related to the record you are looking at.
Here are some examples of this menu bar in various parts of the system.

My CRM

Company/Group/Nursing Home

Person

As you can see the tabs change from record to record however some tabs are common to
all record e.g. the Communications tab. You can customise these, see below

3.3.1 Customise Tabs Menu Bar

If you find that you never use some of the tabs on screen then you can hide these by
clicking the three dots at the end of the menu bar which will display the following
popup:
Here you can untick the ones you do not want to and then click Save in order to hide
them. To restore them again come back into this menu and tick the box again.
Note: This is a per-user setting and needs to be done for each user separately.

Add/New Button

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 This button allows you to start the process of creating a new record in CRM. It
will give you options to create a new Company, Person, Query etc. by clicking on
the appropriate option.
Note: Except when you are creating a new company you should first open the company
before creating a new query, person etc. When you then create a new record via this
button the record is automatically associated with that company. e.g. If you are looking
at the company DB Computer Solutions in CRM and you click on New Person this new
person will be linked with the company DB Computer Solutions.

COMPANIES
_________________________________________________________________
Find Company

To search for an existing Company/Group/Nursing Home in the database first click on the
Find button and then choose Company from the dropdown

This will open the Company Search screen:

4.1.1 Company Search Screen

Here you can fill in one or more fields in order to search for a company – once fields are
filled click on Find to complete the search
N.B. The % character can be used as a wildcard for searching in text fields e.g. if you
wanted to search for all Nursing Homes with the word “Lodge” in their name you can
type %Lodge% into the Nursing Home Name field and click Find.
Results of the search are listed below the search screen.

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The search results grid tells you how many companies it has found (42 in the above
search) and the results are paginated – you can move back and forward in the pages of
results using the blue arrows at the right hand side.
To open the company record in CRM click on the green hyperlink in the Company Name
column which will load the Company Summary for that company.

Company Summary Screen

The company summary screen when loaded will give access to all information regarding
a particular Company/Group/Nursing Home by way of the main summary screen panels
and the tab menu. It will also allow certain functions e.g. Editing, Sending Notifications
to be completed from the actions menu at the right hand side.

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The main Company panel gives primary information about the company e.g. Name,
Nursing Home Name, No. of Beds etc. The nursing home specific fields are shown in the
yellow boxes.
The Address panel will show details of the default Address for the company.
The Phone/Email panel will show details of the main phone/email details for the
company.
The Contact panel will show the details of the default Person for the company.

Company Tabs Menu Bar:

Each tab will show specific information related to the company record.
Summary – Main summary details tab
Finance/Admin - details related to finance functions
Notes, Communications, Opportunities, Queries, People, Addresses, Phone/Email,
Documents, Payment, Garda Vetting – each of these tabs displays existing records
related to the company and allows the editing or creation of new records for the
company
Orders – this is a custom tab which will be limited to specific users – it’s primary function
is to display unprocessed order for a company and allow multiple orders to be merged
into one order.
S/L & P/L Account – these tabs are related to the Sage50 link and will be limited to
specific users.

Company Action Buttons:

Change - Used to edit the company information

Delete - Used to delete a company (This should only be done after
careful consideration).
Add to Group - used to manually add the company to a group of
companies

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Add to Contacts – not used
Summary Report - generates a quick report of last few Queries, Communications
Create Portal Login – used to enable portal login for Company default Person and send
email with login details.
Send Notifications – used to send notifications email to external parties
Generate Certificate/Welcome Pack – used to create membership letter and certificate
from predefined templates for new or renewed Membership

Edit Company Details

Editing company details is done in a number of places within the company record
depending on the data you want to change.
Primary Company Info – this can be edited by clicking the Change button on the
summary screen.
The screen will change to Edit mode – once changes have been made click on Save to
save your changes otherwise click Cancel to cancel changes.

Address Info - Address information can be changed by clicking into the Address tab on
the company. This will list existing addresses
To change an existing address click on the Address to open it up – complete your
changes and click Save.
To add a new Address click on the New Address button – enter details of the new address
and click on Save
Phone/Email Info – Phone/Email information can be changed by clicking into the
Phone/Email tab editing the data and clicking on Save to save the changes.

Add Any Company

(For a nursing home company see specific section below)

To add a new Company in CRM start by clicking on the Add/New
button and choosing Company
This will open the following screen which prompts for the new companies
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Fill in the company name and click on Enter Company Details – CRM first does a check to
see if a company with this name already exists (this is a check to avoid duplication) and if
it finds any will show you a list of companies that might match.
See example where company name was “Arbour Care Group” – this already exists in CRM
as there are multiple Nursing Homes in the Arbour Care Group.

If the company you want to create is not listed then it is not already in CRM, so you can
continue to add it’s details by clicking “Ignore Warning and Enter Company” which will
open the new company entry screen.
If no match was found in the first step then you will be taken straight to the new
company entry screen.

New Company Entry Screen - Company

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Company Name
This is the legal name of the company – e.g. for NHI it is Independent Nursing Home
Ireland CLG

Trading name
The name the company uses trade - e.g. for NHI it is Nursing Homes Ireland

New Company Entry Screen – Address/Email/Phone

Complete general address, phone, email’s etc. for the Company

Tick Boxes on right for what this address can be used for.
For companies that we will trade with tick sales ledger address.

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New Company Entry Screen – Default Person

Save new Company

To create the new company, fill in all relevant details and click on Save.
Each Company in CRM must have a Default Person connected to them and the person
details entered in the Add Company screen will be saved as the default contact person
for the company (this can be changed later).
Fields with a blue asterisk beside them are mandatory fields that must be filled out e.g.
Company Name. If you attempt to Save without filling these in CRM will generate an
error message and highlight the fields with the issue

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Add Nursing Home Company

If adding a group of nursing homes you must first add a group head office, see below.
To add a Nursing Home Company follow the same steps as adding any company and fill
in the relevant Nursing Home related fields e.g. Nursing Home Name, Nursing Home
Type, Registered Beds etc.

New Company Entry Screen – Nursing Home Company

Group Head Office

Tick this only if the company being added is a group head office, not a nursing home.

Membership Status
This defaults to Non-Member.

Part of Group
This is used to link nursing homes in groups to the group head office. Select yes or no.
Group head office should be set to no (its not connected to another group head office, it
is a group head office).
Single nursing homes should be set to no.
Only nursing homes that are part of a group should be set to yes.

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Linking Nursing Home to Correct Group Office
When Yes is selected in this dropdown a new field appears
to the right of it called “Group Name”
Type into the box and click the magnifying glass to
get a list of Group Office Companies

Select the group you want to link the Nursing Home to and the field will populate as per
screenshot

Nursing Home Description

This should be the text the nursing home wants to show on the NHI find a member
section of the website. (This is not currently linked)

Nursing Home Type

This will be set to either private or voluntary (voluntary is for nursing homes that are
registered charities).

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Joining Date
Currently set by date added on CRM, to be reviewed

NHI Region
Select correct NHI Region for this nursing home based on breakdown in the NHI
Constitution – Region Rules. For group offices no NHI region should be entered.

Are there Vacancies at present?

In future will be used to enable public to check for vacancies, not used a present.

HIQA Centre ID:

This comes from the HIQA Older Persons Register (when checking also check number of
registered beds).

NTPF ID:
This comes from the list of NTPF rates and our FD rates database.

Local Authority:
This is the local Council and enables us to link nursing homes to a local authority for
issues like commercial rates. The website https://www.whoismytd.com/ can help (note
names of local electoral area can be different on this site from the local authority (County
Council)).

Constituency:
This is enables us to link nursing homes in TD’s local area. The website
https://www.whoismytd.com/ can provide the Constituency from the address of the
nursing home.

HSE CHO:
This enable us to link a nursing home to the HSE Community Health Organisations, which
report on Fair Deal applications and waiting lists etc. The Map www.hse.ie/cho-area-map
can help locate the Cho the nursing home is located in.

Registered Beds:
This is the number of beds registered by HIQA for the nursing home.

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Find a centre | HIQA.

Membership Start Date:

This will be the date current membership started - to be reviewed
Membership End Date:
This is the date the current membership payment is due to expire – to be reviewed

Website:
Enter nursing homes website here

New Company Entry Screen – Nursing Home Address/Email/Phone

Complete Address, phone, emails as normal company above

New Company Entry Screen – Default Person Nursing Home

Complete Default Person details as normal company above

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Save Nursing Home Company
Once the main fields on main screen are complete click save and move on to the details
below.

Sales ledger address

The Sales Ledger address is important for ensuring invoices for vetting etc are allocated
to the right address for the nursing home. This works best if a separate Sales ledger
address is entered. This address will sync to accounts.
In the address screen for the company click ‘new address’

This will open the new address screen. Click on ‘select an address to edit or copy’ and
select the address you want to start from.

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Make any changes needed, click ‘Sales Ledger’ and click Save

You will then see the added address when in the address screen.

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Company Add - Finance/Admin Details
Once the new Nursing Home is saved click the Finance/Admin tab to open the Finance
Admin Screen below

Click change on the right hand side

Invoice by
Click on the dropdown
Select Group where the nursing home is part of a group and wishes
their invoices to be sent to the Group Head Office
Select Nursing home for Nursing Homes in Groups who want to have
their invoices sent to the nursing homes
The group office and all the nursing homes need to be set to the same option.

Allow Payment on Account

This allows nursing homes to order goods or services and be invoiced for them rather
than having to pay by credit card and should be set by accounts.

Customer A/C ref and Supplier AC Ref

This will be the relevant account numbers from the accounts package and set by
accounts, but will only show when the companies are linked between CRM and the
accounts package

Save Company Finance set up

Once details are completed click Save on the right-hand side

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PEOPLE
_________________________________________________________

CRM allows people to be recorded in two ways i.e. a person linked to an existing
company and a person not linked to an existing company. For the most part you will
always be adding people who are linked to companies.
A company can have any number of people linked to it.
A company will always have one default person linked to it – this is the person created
when the company itself was created, but this can be changed later.

Find Person
From Company Tab
To find a person you can
open a company record
and click into the People
tab which will display all
people linked to that company

Find Person Screen - General find

Click directly on the Find button to start a person search across the
whole database.
This will open the Person Search screen

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The person find screen behaves in the same way as the Company find screen in that you
can use % as a wildcard in the text fields and clicking on Find will search the database
and return a results grid underneath. – e.g. search for ‘Keith’ in first name produces the
following:

You will note from the above that where the person is connected to several CRM
companies. You must select the correct person record from these as although they are
the same person the person record for each different CRM company is separate. If a
person is connected to multiple companies and changes say their phone number this
needs to be changed in each record. Likewise portal access and communication
preferences need to be updated separately.
Clicking on a Person Surname in the results grid will open the Person Summary for that
Person

Person Summary

The person summary screen when loaded will give access to all information regarding a
particular person by way of the main summary screen panels and the tab menu. It will
also allow certain functions e.g. Editing, Create Portal Login, Reset Password to be
completed from the actions menu at the right hand side.

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The main summary panel gives primary information about the person e.g. First name,
Lastname etc.
The Address panel will show details of the default Address for the person.
The Phone/Email panel will show details of the main phone/email details for the person.
The Company panel will show the details of the company the person is linked to

Person Summary Screen Tabs:

Each tab will show specific information related to the company record.
Summary – Main summary details tab
Portal Details – this tab gives Portal related details e.g. username, password, sections
the user has access to on the portal and communication preferences.
Notes, Communications, Opportunities, Queries, Addresses, Phone/Email,
Documents – each of these tabs displays existing records related to the person and
allows the creation of new records for the person

Person Action Buttons:

Change - Used to edit the company information
Delete - Used to delete a company
Add to Contacts – not used
Summary Report - generates a quick report of last few Queries,
Communications

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Add to Group - used to manually add the company to a group of companies
Create Portal Login/Reset Password – used to enable portal login for Person and send
email with login details – when portal login has been created this will change to Reset
Password which will generate a new password for the person and email the login details
again.
Help – opens the Help Menu

Edit Person Details

Editing person details is done in a number of places within the person record depending
on the data you want to change.

Person Detail – this can be edited by clicking the Change button on the summary screen.
The screen will change to Edit mode – once changes have been made click on Save to
save your changes otherwise click Cancel to cancel changes.

Change Address/Phone/Email
Address information can be changed by clicking into the Address tab on the person.

This will list existing addresses

To change an existing address click on the Address to open it up – complete your

changes and click Save.
To add a new Address click on the New Address button – enter details of the new address
and click on Save
Phone/Email Info – Phone/Email information can be changed by clicking into the
Phone/Email tab editing the data and clicking on Save to save the changes.

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Add Any person

To add a new Person to CRM you can do one of two things.

Add Person from Main Menu

Click on the Add/New button and select New Person
This will open the person entry screen, see steps below.

Add person From a Company Summary Screen

Open the company you want add the new Person for and click on the People tab.

Click on New Person to start adding a new Person.

This will open the person entry screen, see steps below.

Person Entry Screen

The steps above will open the following screen

Enter the details and click on Enter Person Details

The system will now check to see if a person with this first name/last name already exists
and will give you a list of anything it finds, see below

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If the person is not already been added to the company you want to add them too click
“Ignore Warning and Enter Individual”.

This will open the main person entry screen to proceed with adding a new person to a
specific CRM company.

Some fields e.g. address and phone fields will have been pre-filled with information from
the company – these can be changed if you wish to record separate details for the
person.

Save new Person

Fields with a blue asterisk beside them are
mandatory fields that must be filled out e.g. Last
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Name.. Click on Save on the action button on the right-hand side.
If you attempt to Save without filling mandatory fields CRM will generate an error
message and highlight the fields with the issue.

Add Nursing Home Person

Ideally nursing homes will add and remove people themselves, but if we have clear
instruction from a appropriate person we can add them.

Add person to Group of Nursing Homes

If same person is being added for multiple Nursing Homes they have to be added
manually to each Nursing Home.

Set Person Portal Access

Portal Access can be given to a person via the “Create Portal Login” button on the main
person summary screen. Ideally nursing homes will enable access themselves, but if we
have clear instruction from an appropriate person we can enable them. Portal access
request should be received by email from Provider or Manager.

Set Access
In Person record - Portal Details, click ‘Change’, tick ‘My People’ and click ‘Save’

Create Login email

In Person Summary screen click on the “Create Portal Login” button .

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This will generate a username and random password for the person and enable access to
the portal (note Portal Access tick box on summary screen gets ticked).
This will pop up a new window and after a few seconds a message will appear saying
“Portal Login Created”

N.B. If there is no email address associated with the default person you will receive a
message saying “Please Enter valid Email ID” – if this happens go to the Person’s record
and add an email address before trying this function again.

Portal User Password Reset

Users can reset their own password on the Portal, but NHI may need to do this for them.
When the person has been granted portal access the button ‘Reset Password’ will be
visible. This can be used to reset a person portal password and will send them an email
with the new password

Member Person Communication Preferences

Communication preferences are also changed via the Portal Access tab on a person
record.

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Members should have their portal administrator do this but NHI can also update, To do
this click on Change, tick the relevant boxes and click Save

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Queries/Cases

Open a new Query/Case

Logging a query for a Group/Nursing Home can be done in a number of ways:

From Company Query Screen

Open the
Company/Person you
want to log the query
for and click into the
Queries tab and click
New Query.

This will open a new

query already
assigned to the
company/person.
See below to complete the query details
From the Company/Person Screen
Open the company or person you want to log the communication
for and click the + New button and choose New Query.
This will open a new query already assigned to the
company/person.
See below to complete the query details

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Any of the 2 ways above will bring you to the Query details screen below

Select the Query type from the Dropdown

Select Query Subtype
Enter brief Query Summary
Set Priority
Set how response is wanted from dropdown
Set Source of Query from dropdown
Click ‘Save’

The person the query is assigned to will get

an email to let them know they have a query
to address

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10th October 2023
Completing the Query

Open the query from

My CRM, Team CRM

or Find Query

Use the filters on the right if you need to to find the query
Click on the green query number to open the query
This will open the screen below

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Change any details if you need to using the ‘Change’ action tab on the right (‘save’
change then)
If you have an answer/solution for the query click green ‘solved’ on bottom right (you can
also reassign)
Clicking solved will open the screen below

Complete Solution Details

Select Solution type from dropdown

Give solution summary
Select Solution Source from dropdown
Click ‘Save’

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Completed Query Summary
Complete Query screen below showing completion date

You can look at other details of the query using the tabs beside summary on the tool bar.

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File to CRM from Outlook

If you have a very detailed query with attachments it is best to file it direct from Outlook
to CRM using your File email Sage CRM button in your toolbar in Outlook

Start off by logging the query in CRM but only put in a brief line or 2 about the query in
the summary box.

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Find the nursing home you wish to log the query against

To log against a person click on People

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Select on name in Green to open up person’s details

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To create a query select the plus green sign in top right hand corner

Select New Query

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Select the Query type from the Dropdown
Select Query Subtype
Enter brief Query Summary
Select date query was received
Set Priority
Set how response is wanted from dropdown
Set Source of Query from dropdown
Click ‘Save’

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Once query is saved you will receive a New Case Ref and a notification in your Outlook if
query is assigned to you

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10th October 2023
If you have responded to the query in Outlook with attachements and links you can now
file the whole solution across to CRM from Outlook.
First of all the best thing to do is take note of the New Case Ref Number
Then go into Outlook and find the sent email with the solution in your sent items, click
once on the sent item so it is highlighted

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Click on the File to CRM button in Outlook

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It may ask you at this stage to put in your CRM login and password but should do so only
once
Then you will see all the nursing home records for which this person is associated with as
the CRM will open up any records with the details of the person you sent the email to so it
connects this person to that email and all the nursing homes they are asscoiated with.

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Select the nursing home from the list and click Modify

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There are 2 ways you can do this – in the regarding box if you know your case ref enter
exactly as is eg 30-12549, hit the magnifying glass and select case, this will assign the
solution to the case and you just click save

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If you do not know the case ref you can leave the regarding box blank and click
magnifying glass and case, this will bring up any cases open for that nursing home and
you can select your case ref from there , when you select the correct case ref click save

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To view the filed query in CRM select File and View in top right hand corner

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To view a filed communcation you can search by your queries under My CRM or by
person or nursing home company field.

Click on communcations

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Under Actions the Status defaults to pending so change this to All and click Filter

Click on the green subject to view your filed communicaiton

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This will then show you the communciation filed and any links attachments associated
with it

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How to export Group Lists from CRM to Mailchimp
CRM EXPORT LISTS TO MAILCHIMP
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Click on Group under MY CRM

To export Workforce/HR Group click on this Group, these are all dynamic groups so
will be updated automatically so no need to change just import each time

Then select Export for Mailchimp on right hand side of screen

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This will download a .csv file either on Excel or in your download documents
(depending on what browser you are using it will ask you to download or save the
file).
Login to Mailchimp
Click on Audience

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The audience for CRM will always be NHI Member Comms

Click on View Contacts

To import list from CRM click Add Contacts then Click Import Contacts

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Click Upload File and then Continue to Upload

Select Browse

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Find the file in your downloads , it will save by the name of the export Group in CRM
eg Members Workforce/HR with the date you created

Double Click on File and Click on Continue to Organise

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Important to then click on Update Existing Contacts Box

Then click on continue to tag

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Then click continue to match

Then click Finalise Import

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Click Complete Import

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An email will go to Michael when import complete but should only take a minute or
2, Click on View Audience Dashboard

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Click on View Contacts, your current audience for CRM Imports is always NHI
Member Communications

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Filter by Tags

Select appropriate tag, here you will see your import with date and time, Select
correct import

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Then Click Send Campaign

To see if there are any emails that did not import select Manage Contacts, any email
beginning with admin@ will have to be added manually for now

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Select Import History

To see the invalid emails click on the link on the number of invalid emails

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This will give you a list of invalid emails example below such as admin@ that will
need to be added manually or an incorrect email, if incorrect please send to Olivia
and she will correct it but if sending email that day incorrect will have to be added
manually.

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To add an admin email manaully to the List find the email in your audience through
the search option

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Select View Profile

In Tags on right hand side click this and select appropriate tag, the email will now be
included in that tag

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To send a campaign to 2 separate lists eg Workforce and Providers you must import
both lists one at a time from CRM following above instructions then
Click on New Segment

Important Change contact matches from All to Any

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Under email marketing status search for Tags

Select your tag in box on right hand side eg workforce

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To add another tag click Add

Again Select your tag in box on right hand side eg workforce

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Select Save Segment

It will ask you to provide a name for the Segment eg Workforce/Providers

To send to this campaign click on Manage Contacts then View Contacts and Select
Segments

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