National Institute of Allergy and Infectious Diseases (NIAID) Inquiry Response Support

SCG operates the NIAID Inquiry Response Center (IRC), which responds to a myriad of telephone, e-mail, and written inquiries on topics related to allergies and infectious diseases. To guide IRC staff, SCG created the NIAID CRM User’s Guide. It provides important information on using the NIAID Customer Relationship Management (CRM) database, which stores data on all inquiries received and responses sent by the NIAID IRC. The guide describes how to navigate within the CRM and perform tasks such as creating database records, viewing approved responses and response history, and generating statistics on inquiries (e.g., total number of inquiries on Ebola).