Priority System Overview – California Montessori Project CRM

Created by Mark Fetterolf, Modified on Tue, 29 Apr at 2:02 PM by Mark Fetterolf

CRM Priority System Overview – California Montessori Project

In Customer Relationship Management (CRM), a priority system is used to categorize tasks, issues, and customer interactions based on their urgency and importance. This framework enables teams to focus on high-impact items first, ensuring prompt resolution of urgent matters and efficient handling of lower-priority tasks.

Detailed Explanation

What is a Priority System?
A priority system is a structured approach to organizing and ranking items—such as support tickets, service requests, or customer concerns—within the CRM platform. It helps teams determine which issues require immediate attention and which can be addressed in due course.

Why is it Important?

Improved Efficiency: By prioritizing tasks, teams can manage their time and resources more effectively, ensuring that critical issues are handled promptly.
Enhanced Customer Satisfaction: Fast and efficient resolution of urgent matters contributes to a better customer experience.
Increased Productivity: Focusing on high-priority items reduces time spent on lower-impact issues, enabling teams to work more effectively.
Informed Decision-Making: Clear prioritization supports leadership in evaluating and responding to the most pressing concerns.

CMP Ticketing System – Priority Levels

Within the California Montessori Project's ticketing system, we use the following four priority levels:

Low Priority: General inquiries, minor issues, or requests with minimal impact on operations.
Medium Priority: Issues affecting some users that have workarounds or do not critically affect functionality.
High Priority: Problems significantly impacting key features, multiple users, or essential business operations.
Urgent Priority: Major service outages, security breaches, or issues that halt business operations.

Requesting an Escalation

If you believe your case is not being addressed in a timely manner, you may request an escalation. To do so:

Select the "Escalations" category on the [Technical Support Request form].
Provide the ticket number and a brief justification for the escalation.
The system will automatically assign the ticket an Urgent Priority status and move it to the top of the support queue.

Our team will then promptly review the case and take appropriate action.