With all the calls that your office receives from Constituents, Fireside CRM provides a quick and easy way to log calls. Staff may choose to log the call while still on the phone with the constituent or take notes on the caller's contact information and log it after hanging up.
First, navigate to People>Search, and find the caller. The constituent may or may not be in your database, but it is important to always check first so that you don't create duplicates in Fireside CRM.
Here are three common scenarios:
- You find the caller who has a complete address profile.
- You find the caller, but the personal information of their profile looks incomplete.
- You cannot find the caller.
Scenario #1: If you find yourself in Scenario #1, click on the row of the constituent and you will see a menu appear. From here, choose 'Log a phone call', as shown below.
Scenario #2: If your search finds your constituent, but the search results are incomplete (missing address, email, or phone number):
- Click on the person's name (blue link).
- Click the contact tab of their profile and enter in the callers complete address, email, and phone number.
- Click the "Save" button in the header toolbar.
- With this new profile information stored, click the "Log a Call" button in the header toolbar.
Skip down to the "Log a Correspondence" section below.
Scenario #3: If your search does not return any results, you can add a new constituent. Here is a complete tutorial on adding users, but you can select the "New Person" button in the header toolbar. With the new constituent created, click the "Log a Call" button in the header toolbar.
Log a Correspondence
The "Log a Correspondence" page first has the inbound details, which are preset. In the right-hand sidebar, you will notice the logging options, which are also preset; however, you have the option to respond to the call or just log the message. If you uncheck the "Send a response" option, the Response part of the page will automatically become hidden. Type in the callers message in the Notes box. If you are going to send a response, it can be assigned to a different staffer by updating the Staff field in the right-hand sidebar.
Fireside CRM provides for 3 different tagging tools: legislative issues, personal affiliations, and bill numbers. Completely tagging each piece of correspondence is important to the outbound communication strategy of your office.
Each of the issues and affiliations boxes provides an auto-complete search mechanism. Just start typing, select the desired attribute and hit the enter key. If you make a mistake, you can delete any tags with the "X" next to the issue. The bill number tag works a little differently. Use the drop-downs and bill entry box to identify the caller's bill and position. Remember to click the "+" button to add the bill tag.
If you do not plan to respond to the caller, just click the "Save" button. Alternately, select how you want to respond (via phone, letter or email). If you choose the letter or email options, you will be prompted to select a form letter. If you don't know what letter to choose, search for the "Blank Letter." You may also create a new form letter as you log (if the form letter doesn't yet exist in your system but will need to eventually). Simply type in the name of the new form letter and lock it in when finished. This new form letter will be created as soon as you log that mail.
Finally, you have the option to add the response to a batch to keep things organized. To finish logging your call, click the "Save" button.