Did you ever grow up hearing your parents say "...use it or lose it!"? Studies
show that when you utilize all of your brain's functions, your mental vitality grows.
If you stop using portions of your brain, you are susceptible to discarding
those areas, declining your mental vitality in your elder years.
So, how does this apply to the Customer Service blog?
Over the years that I have been with Fellowship Technologies, it has become
clear to me that one of the best ways we can assist our clients is to show them
how well they are utilizing Fellowship One. How many times has Sprint or Verizon
called you to say you were not utilizing your mobile plan effectively and on
top of that, offered you a more cost effective plan? Our Customer Care
department was created with this theme in mind. They are the champion for
proactive care. This year, we were able to complete a project that would allow
our Customer Care team to run a report on any client and evaluate their use of
the application. We call this report the
PAR (Personal Account Review). It is one of many tools we use to determine
the overall health of a client.
The mission of the
PAR is to assist our team in targeting clients who may not be utilizing
Fellowship One completely. If they are not utilizing what they are paying for, we
try to determine the reasons. Is it simply training or did the client know the
functionality even existed? The attractiveness of the PAR is that it allows us to contact the client, know their
utilization of the application, and proactively offer assistance on ways we can
increase their use. There are times when during our discovery, we downgrade or
upgrade the client's Fellowship
One edition based on their needs. Staff changes at the
local church are a big reason for the gaps in product knowledge. The person who
bought the system is no longer working at the church, but the person who
resumes control did not get the benefit of an overall demonstration of
Fellowship One.
In the recent months, our Customer Care team has made
this report available to each client so that you may review the report and analyze
your utilization. The PAR can be
found in the administration section of the report library under the folder
titled Audit.
You can also search by report codes (A1600 or A1602). You must have
administrative report security rights to execute the PAR. We offer two versions; A1600 displays overall utilization for
a period of time while A1602 shows your utilization month over month. Use the PAR in understanding utilization based
on your Fellowship One edition.
The beginning phases of our Customer Care team's
processes has provided insight into ways we can proactively ensure we meet your
needs. As a learning organization, we continue to refine our process and target
clients in a methodical manner. Who knows, you could be our next call. If you
aren't using the application to the best of its ability, you could become apathetic
to the functionality. This creates a stewardship gap and that is where we want
to step in and ensure that your limited resources are maximized. Consider
Fellowship One the brain. Do you want to increase your mental vitality? Use it
or lose the momentum and vitality that Fellowship One can be for your church.