The Customer Care List (CCL) Report is an integral component of the Customer Care List feature and the Active Customer Management (ACM) model. In light of feedback from users, management and observations of the use of the reports over the previous months, we have made a number of updates to the layout of the report, insights and data available, and the language that is used.
The changes will make the CCL Reports more user friendly and easier to interpret as well as giving valuable insights relating to Care Groups. The changes include the following:
1. Updates to the Glossary
2. Updates to the Summary Tab Columns
3. Addition of the % Activation in the Summary Tab
4. Addition of the Email & Phone number columns to Care Group Tab & Addition of 'Active Y/N' Column to the Care Group Tab
5. Addition of a new tab 'Activated Last 0-89 days'
6. Inclusion of Risk Colour Column
7. Addition of 'Not Yet Activated' Tab
8. Addition of 'Care Group Become In-Active' Tab
9. Addition of 'Positive Contact Last 30 days' Tab
Let's now look in more detail about each of these updates:
1. Updates to the Glossary
The Glossary is your starting point when interpreting your CCL Report. It provides you with an understanding of the key insights and language used in the report. The key changes include improved clarity around the terms Engaged and Active/In-Active within the report and activity in the locker:
2. Updates to the Summary Tab Columns
The Summary Tab provides an overview of the key insights within the CCL Report. The data presented here includes your most important insights and it allows you to take a quick-view of your performance. From here, you can easily make decisions on what to look at in more detail within the additions tabs. Key changes to this tab are highlighted below:
3. Addition of the % Activation in the Summary Tab
Firstly, with this change to the Summary tab, it is import to highlight the changes to the measures used within this insight. As the glossary indicates, Activated "includes assessments, accompanied play, lessons or participation in a group program booked in the Locker". Therefore, this new addition shows the number of members, non-members and total students who have been activated. The % is the percentage of each category who have been activated. For example, if you have 50 members on your Care List and 25 of these have been activated then 50% of the members on your care list are activated.
4. Addition of the Email & Phone number columns to Care Group Tab & Addition of the Active Status
This addition will provide a useful feature for those of you who use the Care List tab to communicate with those in your Care Group, and whereby you may be downloading and printing your CCL Report locally. The columns are updated to include email address and phone number. There is also an additional column to indicate if the Member/Student is currently Active allowing you to target members/students more effectively:
5. Addition of a new tab 'Activated Last 0-89 days'
This new tab will provide the Total golfers on the Care Group that had an activation in the last 0-89 days. The activations include assessments, accompanied play, lessons or participation in a group program booked in the Locker:
6. Inclusion of Risk Colour Column
A new column is provided on the Activated last 0-89 Days, Care Group Become In-Active, Not Activated 60 days and Activated Last 30 days tabs. The risk colour links to the CC List in the Locker whereby risk is identified as follows:
- Red - High Risk
- Orange - Medium Risk
- Green - Low Risk
- Grey - New Member
7. Addition of 'Not Yet Activated' Tab
New to the Report is the addition of the 'Not yet Activated Tab'. As the Glossary and report indicates, this includes Golfers on the Care Group that have never had an activation. This tab is an important point of reference for you to understand those golfers who have no history of ever having an assessment, accompanied play, lesson or participated in a group program:
8. Addition of 'Care Group Become In-Active' Tab
This new tab provides overview of Golfers on the Care Group that have been activated previously, via an assessment, accompanied play, lesson or participated in a group program: but have not had an activation in the last 90 days or more:
9. Addition of 'Positive Contact Last 30 days' Tab
The final addition to the report is the 'Positive Contact last 30 Days' tab. This includes Golfers from the Care Group that the PDP has recorded a positive contact such as a phone call, in person meet or email / text correspondence. It is important to note, that these do not count as an activation:
