• Version 1.0

• Prepared by: @Lorraine Sebata

• Approved by: @Davinia Munroe

• Review date: 2025-08-20

• Next review date: 2026-08-20

1. Purpose

This SOP details the standardized procedure for training all new and existing employees who will be using the company's Customer Relationship Management (CRM) system, SugarCRM (URL: https://easytermsqa.sugarondemand.com).

The purpose of this SOP is to ensure that:

• All staff are proficient in using the CRM.

• Employees understand its functionalities, workflows, and restrictions.

• Data entry and management protocols are followed to maintain data integrity.

• Client relationship management is improved through consistent use.

At Easy Payday, CRM is used to:

• Centralize customer information.

• Simplify and support the loan process.

• Track communications (calls, meetings, tasks).

• Improve customer follow-ups.

• Align operations with customer needs.

2. Scope

This SOP applies to all employees across all departments who are required to use the CRM system as part of their job functions.

3. Related Policies

• Data Security Policy

• Customer Data Management Policy

4. Roles and Responsibilities

• Human Resources Department: Responsible for identifying new employees requiring CRM training and coordinating the training schedule.

• IT Department / CRM Administrator: Responsible for conducting the training, providing technical support, creating user accounts, and managing system access levels.

• Operations Manager: Responsible for ensuring their team members complete the required training and for monitoring their compliance with CRM procedures.

• Trainee / Employee: Responsible for actively participating in training, understanding and applying the learned procedures, and seeking clarification when needed.

• Agent – Can create and update records, log communications, and manage assigned tasks.

5. Procedure: CRM Training

5.1 Identification of Training Needs

• HR identifies new hires or role changes requiring CRM access.

• Request for CRM access/training is submitted to IT/CRM Admin.

5.2 Training Schedule and Materials

Training sessions (individual or group) will cover the following topics:

5.2.1 System Overview & Navigation

• Login process

• Dashboard setup (customizing widgets for tasks, leads)

• Main menu navigation

• Global search and advanced filters

• Record view (summary, activity history, related items)

5.2.2 Modules Overview

• Leads → Customers: Track prospects, convert to customers

• Opportunities (Applications): Loan requests tracked until approval/decline

• Loans: Loan details, approvals, disbursements (automated from loan platform)

• Cases: Customer service issues (payoff statements, refunds, payments)

• Agents: Internal finance officers

• Employers: Stores employer details for verification (updates automatically from loan platform)

• Notes: Used after every customer interaction

• Calls, Tasks, Meetings: Track communication and responsibilities

5.2.3 Record Lifecycle & Workflow

• Lead → Opportunity → Customer → Loan → Follow-up

• Statuses: new, in progress, approved, closed

5.2.4 Data Entry Standards

• Use correct formats for names, phone numbers, and dates

• Avoid duplicate entries

• Always complete required fields (mandatory highlighted in CRM)

• Primary email must always be updated as primary

• Documents (IDs, payslips) are uploaded only to the loan platform

5.2.5 Tracking Activity

• Calls, meetings, and tasks must be logged

• Notes must be added after every interaction

5.2.6 Automation

• CRM auto-updates with loan platform entries

• Staff must manually log calls, notes, meetings, tasks, and cases

5.2.7 Best Practices

• Keep records current and accurate

• Convert leads only when qualified

• Check the dashboard daily for pending tasks

• Follow up on all open opportunities and cases

5.2.8 Real-Life Scenarios

• Customer changes employer → updates automatically from the loan platform

• Refund documentation → case opened, step-by-step documentation, printout generated

5.3 Training Session Execution

• Training conducted by the IT/CRM Administrator.

• Hands-on demonstrations with real modules.

• Q&A on role-specific scenarios.

• Practical exercise to confirm understanding.

5.4 Post-Training & System Access

• Upon successful completion, the appropriate CRM access level is granted.

• Manager notified of training completion.

• Record of training stored in HR file.

5.5 Ongoing Support and Refresher Training

• IT provides ongoing technical/procedural support.

• Refresher training annually or when CRM updates occur.

• Updates communicated via email or internal memos.

6. Documentation and Resources

• CRM Access Guide

• CRM System User Guide/Web Navigation

• CRM Instructional Guide

• Quick-reference guides:

  • Search & Filter options.

  • List View vs Record View.

  • Record lifecycle workflow.

7. Review and Revision

This SOP will be reviewed annually by HR and IT Departments to ensure continued effectiveness and alignment with CRM system functionalities, company policies and best practices.

8. Approval

This SOP is approved by the management of the Human Resources and IT Departments, effective immediately upon publication.