Every location of your institution, physical and digital

Two kinds of location, one institution

A managed location is any place where your institution receives or serves the public. There are two kinds: physical locations, where visitors come in person, and digital locations, where they find you, write to you or book an appointment. All of them belong to the institution, not to headquarters: the institution owns the data, and each of its locations feeds it.

Physical locations

Headquarters is the first physical location, created with the institution. Other levels are added only when they are useful:

• Headquarters: the institution's lead site, which publishes the shared catalogues.
• Regional office: reports to headquarters.
• Branch: reports to headquarters or to a regional office.
• Agency: reports to headquarters, a regional office or a branch.
• Inside each site, counters, rooms and departments are reception points, with their visit reasons, staff and queues.
• Each active site has a manager or acting manager; that appointment alone gives no rights in the software.

Digital locations

Digital channels are locations in their own right. Each belongs to the institution, which can assign it to the sites whose staff manage or monitor it:

• The institution's website: for example managed by headquarters and monitored by the branches; each form routes the request to the right destination.
• Facebook and Instagram pages: the institution holds the connection; each page is managed or monitored by the sites chosen.
• Google Business profiles: the institution manages the connection, each profile matches its branch.
• Live chat and WhatsApp: the conversation is routed to the site concerned.
• Google Ads and SEO: the account can be central, but each campaign stays attributed to its site.
• Kiosks and tablets: each device is assigned to a site and reception point, with its movement history.

Managed or monitored: flexible, dated assignments

A digital location can be assigned to no site, one or several, each with a role. Manage: the site's staff run the channel (answer, publish, update the listing). Monitor: the site's staff follow its activity and reports.

Examples: a Facebook page managed by the Littoral office and monitored by its branches; a Google listing managed by the Bonabéri branch; the website managed by headquarters and monitored by every branch; a chat shared by two sites. A channel with no assignment stays at institution level, visible to its administrators.

Nothing is fixed: add a site, change its role or remove an assignment at any time. Every change is dated and the history is kept, so past requests and visits stay with the site that managed the channel at the time.

The origin of a request is never lost

A request received online keeps its original channel and first assignment for good, even if it is later handed to another branch. The site currently responsible is recorded separately.

Example: John Ekwalla fills in the "Open an account" form on camsoft.cm. The request is routed to the Bonabéri branch, which welcomes him for a visit. Later he goes to the Yaoundé branch: he is recognised, and the reports still show that it all started on the website.

Protected connections and access

Connections to Facebook, Google or WhatsApp are recorded once, in the institution's name, and their secrets stay encrypted. Each site only uses what it is allowed to, and only the institution's authorised people see its locations, physical or digital.