The document provides information on setting up and using a customer relationship management (CRM) system for Geoland Title Limited. The CRM system aims to improve customer issue tracking, assign leads and tasks, provide a central location for customer interactions, and allow staff to provide excellent customer service. It also gives the company a competitive advantage through increased customer satisfaction. The summary describes the main modules for customer queries, creating, updating, and assigning queries to users. It also includes screenshots of the login screens, home screen, and other features of the CRM system.

1. Customer Relationship
Management System

2. To improve the tracking and follow-up of customer issues and queries
To allow for the assignment and follow-up of leads (this a potential customer
who wants to do business with the company), queries and tasks to any user
To provide a centralized location for the storage of all customer related
interactions
To permit the staff members of Geoland Title Limited the opportunity to provide
an excellent and constantly improving level of customer service by utilizing the
features and tools that are afforded by a customer relations management
system.
To provide Geoland Title Limited a competitive advantage and market place
differentiation amongst its competitors, granted that research has shown that
customer satisfaction is a clear factor in the viability of any organization.
Customer Relationship Management
System Goals

3. Customer Relationship Management
System Login Screen
Enter your username and
password then click the
“Log In” button to enter the
system
Click the forgot password
option reset your password.

4. Customer Relationship Management
System User Home Screen
Login URL: http://crm.geolandonline.com/
Recent CRM Activity below
Your home page in the CRM system is the first page that you are presented with after logging
into the system, this page give heads up view of any outstanding customer queries along
with any recent activity.

5. User Configuration Screen
Click here to access user configuration screen
At the top right of your home page and immediately following the word “Welecome,” there
is a blue underlined link, which has your name as its caption, clicking on this link will take you
to the user configuration page below. From the user configuration page you can click on the
password tab to change your current password.
Click here to update login password

6. CRM – Change Login Password Screen
To change your login enter your current password followed by your new password twice and
then click save, as shown below.

7. Customer Queries Module
The customer queries section of the CRM system is the module that allows you to maintain a
listing of all outstanding queries or issues which have lodged by customers and the respective
person to whom the issue has been assigned for resolution. Selecting the customer queries
button on the customer support tab provides a list of current queries as shown below.
Click the Customer Queries to view existing queries

8. Creating A New Customer Query
To create a new Customer Query click the “Create Customer Query” button on the customer
support tab, fill in the appropriate fields in the Customer/Property, Agent, Query, Assignment
and other details sections and then click save to create the new query. Note only the
File/Reference number and query subject fields are required. Also note that to the left each
sectional heading there are two arrows pointing upwards that are used to hide that section.
Click “Create Customer Query” to add a new query

9. Updating Customer Queries
To update an existing Customer Query click the “Customer Queries” button on the customer
support tab and then click on the subject of the query to be updated in the list of queries,
this will open the page shown below, update the required fields and then select save.
Click to update the selected customer query

10. Assigning Customer Queries to User
All new customer queries are automatically assigned to the user who creates the query, to
change the user who is assigned to a customer query, click the button to the right of the
“Cusomer Query Assigned to:” field as shown below and select the user to whom the query
should be assigned.
Click here to assign a user to this Customer Query

11. User Selection Screen
Click on the username of the user to whom the customer query is to be assigned as shown
below to assign that user to the customer query when the user selection screen pops up. The
created by user field is automatically populated with the username of the user that creates
the customer query.
Click on username to assign this user to the Customer Query

12. Frequently Asked Questions (FAQ)
Q. When should I Create a Customer Query?
A. A Customer Query should be created in the customer relationship management
system for all customer interactions that require a follow-up or resolution to an
issue identified by the customer.
Q. To whom should I assign a Customer Query?
A. Customer Queries can be assigned to all users of the customer relationship
management system once checks on Landfolio indicate that the file is assigned
to that person, however file search queries for which the location of the is
determined to be Geoland Junction should be assigned to Sashekia Powell,
while queries for related files residing in Geoland’s Kingston office or LAMP
should be assigned to Shaniel Dacres.
A. What happens after queries are assigned?
A. When work is completed by an officer they will reassign the customer back
query to the user who created it, the user who created the query will then
follow up with the customer and close the query by changing the status on it to
closed.
Q. Do we use the system for cases when customers provide a new telephone number
A. Yes, when new telephone numbers are obtained, the officer accepting new
telephone number is to check which paralegal is assigned to the file and create
a case/query with the info and assign the query to that paralegal. If a paralegal
is not assigned then the case is to be set as per a normal case (as per above).

13. Frequently Asked Questions (FAQ)
Q. How do I close a Customer Query?
A. To close a customer query open the query from the customer query list by
clicking on query status link, then click the edit button and change the query status
to closed then click save.
Q. How do I reset my password if it is forgotten?
A. To reset your user login password, click the forgot password button on the login
page and enter your username and Geoland email address, then click the submit
button and an email with instructions to reset your password will be sent to your
email address.

14. Customer Relationship
Management System
The End....Thanks
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