How to use CRM Module on Kwara core

Overview

The CRM (Customer Relationship Management) module in Kwara Core helps SACCOs manage and track interactions with their members in one place. It provides a structured way to capture service requests, complaints and grievances, assign them to responsible users, monitor their progress and maintain a record of how each matter was handled.

The module helps SACCOs improve member support, accountability and follow-up while providing visibility into recurring issues and member concerns.

Access Requirement

To view and use the CRM module, a user must have the required CRM roles and permissions assigned to them. If the module is not visible, contact your SACCO administrator or Super User to review your permissions.

1. What is the CRM Module Used For?

A SACCO can use the CRM module to:

• Receive and record member service requests, complaints and grievances.

• Keep a central record of member interactions and issues raised.

• Categorise tickets based on the SACCO's specific needs.

• Assign tickets to the appropriate staff member for action.

• Set priorities and monitor ticket status.

• Track how quickly issues are addressed and resolved.

• Identify recurring member concerns and service issues.

• Provide members with a structured channel for submitting requests and concerns.

• Maintain records that can support internal reporting and compliance requirements.

• Track grievances for Environmental, Social and Governance (ESG) reporting and related requirements.

The CRM module provides a central place to receive, manage, resolve and report on member issues.

2. Understanding Requests, Complaints and Grievances

Service Request

A service request is a request from a member for a service, action, information or assistance from the SACCO.

Examples include:

• Request for a statement.

• Request to update member information.

• Request for assistance with a loan application.

• Request for information about a SACCO product.

• Request to reset or unblock access.

• Request for clarification on a transaction.

Guidance: Use a Service Request when the member is primarily asking the SACCO to provide something, take an action or provide assistance, without necessarily expressing dissatisfaction.

Complaint

A complaint is an expression of dissatisfaction about a service, product, process, transaction or experience provided by the SACCO.

Examples include:

• A loan application taking longer than expected.

• An unexpected fee or charge.

• A member not receiving an expected SMS notification.

• An incorrect amount reflected in a member's account.

Guidance: Use a Complaint when the member is reporting dissatisfaction with the SACCO's service or experience and expects the matter to be reviewed or resolved.

Grievance

A grievance is a formal expression of dissatisfaction or concern where a member or other stakeholder believes that they have experienced unfair treatment, harm, misconduct, or a failure by the SACCO to meet an obligation or expectation.

Examples may include:

• Allegations of unfair treatment.

• Concerns about discrimination or harassment.

• Concerns about staff conduct.

• Concerns about inappropriate use of member information.

• Allegations of misconduct or unethical behaviour.

• Concerns about environmental or social impacts associated with the SACCO's activities.

Guidance: A grievance generally requires more formal tracking and resolution than an ordinary service request. SACCOs should ensure that grievances are appropriately investigated, assigned to responsible personnel and documented through to resolution.

The SACCO should define its own internal criteria and procedures for determining when an issue should be treated as a grievance and how grievances should be escalated and resolved.

3. CRM Configuration

The Configuration section allows the SACCO to set up the CRM according to its support and issue-management processes.

Ticket Classifications

The SACCO can create classifications that reflect the types of issues commonly raised by its members.

Examples include:

• Account Support

• Loans

• Savings

• Payments

• Membership

• Mobile App

• USSD

• Dividends

• Staff Conduct

• Data Privacy

• Other

These classifications make it easier to organise tickets and identify trends in the issues members are raising.

Guidance: Create classifications that are clear and meaningful to your SACCO. Avoid creating too many classifications, as this can make it difficult for staff to consistently categorise tickets.

Escalation Rules

The SACCO can configure escalation rules to determine when tickets should be escalated or brought to the attention of another user.

Escalation can be useful for:

• High-priority complaints.

• Unresolved tickets.

• Grievances requiring management attention.

• Issues that have exceeded the SACCO's expected resolution period.

• Sensitive matters that require specific personnel to handle them.
  
  

Guidance: Set escalation rules based on your SACCO's internal service standards. For example, high-priority matters may require faster escalation than general service requests.

Chat Widget

The CRM provides a chat widget that the SACCO can add to its website. The SACCO can copy the provided script and paste it into its website. Once configured, members visiting the website can use the chat widget to submit their requests, complaints or grievances.

How to set up the Chat Widget:

1. Open CRM → Configuration.

2. Locate the Chat Widget section.

3. Copy the provided script.

4. Add the script to the SACCO's website.

5. Once installed, the chat widget will be available to website visitors.

6. Members can use the widget to raise their concerns, which will then be captured in the CRM.
   
   

Guidance: The SACCO's website administrator or developer can assist with adding the script to the website.

SACCOs Without a Website

If the SACCO does not have a website, members can still submit their requests, complaints and grievances. The SACCO can copy the Support Page URL provided in the CRM and share it with members through SMS, WhatsApp, email, social media, branch communications or other member communication channels.

Members can open the Support Page and submit their issue directly.

4. Grievance Register

The Grievance Register provides a dedicated view of grievances raised through the CRM.

Its purpose is to support structured ESG-compliant grievance tracking, including processes that may be required for frameworks such as World Bank Environmental and Social Management Systems (ESMS) and GRI reporting.

The register provides visibility into the grievances received by the SACCO and supports monitoring of how they are handled.

What can be viewed?

The SACCO can view:

• All grievance tickets.

• Grievance classifications.

• Priority and status.

• Assigned users.

• Resolution information.

• Other relevant grievance details captured in the CRM.
  
  

ESG Analytics

The Grievance Register also provides ESG analytics to help the SACCO understand trends in grievances.

This can help the SACCO identify:

• Number of grievances received.

• Types of grievances being raised.

• Status of grievances.

• Resolution trends.

• Recurring grievance categories.

• Other relevant ESG-related patterns.

Guidance: SACCOs should ensure that grievances are accurately classified and that relevant information is captured throughout the grievance lifecycle. This helps maintain a reliable record for internal oversight and ESG reporting.

5. Tickets

The Tickets section provides an overview of issues raised through the CRM. This includes requests, complaints, grievances and other ticket classifications configured by the SACCO.

Viewing a Ticket

Click on a ticket to open its details and view an overview of the issue raised. Depending on the ticket, the SACCO can view and manage information such as:

• Ticket type or classification.

• Member details.

• Description of the issue.

• Priority.

• Status.

• Assigned user.

• Communication or responses.

• Resolution details.

Users with the required permissions can also edit the ticket and update its information as the matter progresses.

Assigning a Ticket

A ticket can be assigned to a specific SACCO user responsible for handling it.

For example, if a member raises a complaint about a loan repayment, the ticket can be assigned to the Loans Officer responsible for reviewing and resolving the issue.

Guidance: Assign tickets to the user or team best placed to resolve the matter. This creates clear ownership and makes it easier to track accountability.

List and Kanban Views

Tickets can be viewed in different formats.

List View: Provides a structured list of tickets and their key details. This is useful when reviewing or filtering a large number of tickets.

Kanban View: Displays tickets in columns based on their status, making it easier to visualise the progress of different tickets. For example: New → In Progress → Resolved → Closed. The exact statuses available will depend on the SACCO's CRM configuration.

Filtering Tickets

Admins can filter tickets to quickly find specific issues. Tickets can be filtered by:

• Type

• Priority

• Status

For example, an admin can filter for high-priority complaints that are still open to identify matters requiring attention.

Manually Creating a Ticket

An admin can also create a ticket manually. This is useful when:

• A member reports an issue in person.

• A member calls the SACCO.

• An issue is received through another communication channel.

• Staff identify an issue that needs to be tracked.

• The SACCO wants to record an interaction that did not originate through the website or Support Page.

When creating a ticket, capture the relevant member, issue, classification, priority and other available details so that the ticket can be properly tracked.

6. Recommended CRM Workflow

A SACCO can use the CRM module through the following workflow:

Member raises an issue → Ticket is created → Ticket is classified → Priority and status are set → Ticket is assigned to the responsible user → Issue is reviewed and actioned → Ticket is escalated where required → Resolution is recorded → Ticket is closed → Reports and analytics are used to identify trends.

For grievances, the ticket can additionally be captured and monitored through the Grievance Register for ESG oversight and reporting.

Access and Permissions

The CRM module is permission-based. Users must have the required CRM roles and permissions to access and manage CRM features.

If a user cannot see the CRM module or specific CRM functions, a SACCO administrator or Super User should review the user's assigned roles and permissions.