Query Management System

Query Management System

Overview

The Query Management System (QMS) in Meritto CRM enhances student support by enabling candidates (applicants/ students) and their parents to submit queries directly from their dashboards. Real-time notifications ensure that they stay updated on the status of their queries. Designed to cater to diverse educational institutions, including Higher Education, Online Degree Programs, Coaching Institutes, EdTech companies, K-12 schools, and Preschools, the system offers a structured approach to query handling.

Plan & Permissions

  • Access to Query Management System: Required as part of the Meritto package.

  • Administrator Access: Needed to configure query settings.

  • Edit Permissions: You must have the necessary permissions to manage and resolve queries.

Core Functionalities

Centralized Query Handling

  • Track the number of queries raised, attended, resolved, or escalated.

  • View timestamps for all query actions.

  • Handle payment dispute resolutions and reconciliations for seamless application processing.

To learn more details about the Query Manager click: Query Manager and its Filters

Query Allocation

  • The Smart Ticketing System auto-assigns queries to relevant staff members for efficient resolution.

  • Categorize queries (e.g., General, Admission, Technical) to streamline handling.

  • Notify the appropriate staff immediately to address grievances effectively and in a timely manner.

To know more about Query Allocation logic refer to: Defining your Query Assignment Logic

Feedback Management

  • Evaluate the effectiveness of query resolutions through applicant feedback.

  • Feedback helps you assess and improve the support process.

  • Feedback categories include Positive, Negative, and Neutral (customizable based on settings).

  • Collect direct insights from applicants about their experience.


NotesNote: You can access QMS by navigating to Query Manager > Manage Applicant Queries.

To know about how to respond to lead/applicant queries refer to: How to Revert on a Ticket/Query Raised by a Lead/Applicant?

Benefits of Query Management System

  • Enhanced Query Resolution: Ensures a systematic approach to handling applicant concerns.

  • Improved Communication: Keeps applicants informed about their query status via real-time notifications.

  • Efficient Resource Allocation: Automates query assignments, reducing workload distribution issues.

  • Data-Driven Insights: Provides detailed analytics on query trends and resolution effectiveness.

Special Business Use Cases

  • Admissions Support: Handle inquiries related to eligibility, form submissions, and deadlines.

  • Payment Disputes: Resolve fee payment issues and reconciliation queries.

  • Technical Support: Assist applicants facing login, portal access, and document upload issues.

Conclusion

Meritto’s Query Management System is a robust tool for efficiently managing applicant queries, ensuring prompt resolution, and improving communication between you and students. By leveraging real-time tracking, automated query allocation, and feedback mechanisms, you can enhance applicant support and streamline operations.

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