Notes from Customer Care Team Meeting - 8/13/18

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JakeIRL
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Attendees: Anne, Ryan, Nathan, Eric, Lee, Jake, Jacobi, Natacha, Nina, Rich, Derek

 

Date: 8/13/18, 8:00AM

 

Hot Customer Topics:

  • L2 - Eastman, problem with breakback and dynamic cell allocation. Currently with product
  • L2 - Unilever, multiple cases last week around ppt addin and performance
  • L3 - Eastman

Release Notes:

  • Proxy issues that techops is working on. 5 cases total around this.

Team Updates:

  • L3 Update:
    • TravelEx cases are all being sent to L3 ASAP. John is working as L3 for now doing non-casework stuff and Owen is working on cases.
    • RBL booked for team event.
    • No updates on Singapore or Japan yet for new hires.
  • L2 Update:
    • Eric is putting some calls to action in Gainsight for BPs to have an action item around their customers that are frequently using support.
  • L1 Update:
    • Bhavik is at AnaplanGO
    • Offer out in Paris (Milana), Offer out for 3rd shift MN (Himadri)
    • Testing modified schedule this month to lower first response time and even divide of cases among Analysts.
    • Approved for Japan headcount but no updates yet.
  • Hypercare:
    • Hit 40 customers last week (PLDT was the 40th customer signed).
  • Mid-market:
    • No update
  • Derek:
    • Federated search is in UAT. Haven't seen any notes in there yet, need to get these added ASAP. On target to go live the evening of August 21. Session this Wednesday afternoon to run through UAT tracker and collect feedback/answer questions.
    • More coming on Servion/Telephony solution this week. New Salesforce sprint this week and it includes adding the ability for L1 management and L3 analysts to close out cases (old RFEs). Will send out a list of the other items included in this sprint.
  • Nathan:
    • Showed model that outlined time spent in each status and how long it sat with each team as well as who worked on each case. Need to go back and remove Scott, Ankit, and Lavayna's time that was spent when they moved to L2. How long does something sit with L1 is part of our contractual SLA with customers. This won't include cases sent to L2 and L3.
    • Mentioned quick wins/items that we can address are around the initial auto case E-Mail and updating it to point customers to Anapedia and Community.
    • Rewrite of Anapedia this week that Nathan will be joining Simon M.

Other Updates:

  • Owe FAQs from Branden/Eric this week.
  • CS Product Day in MN this Friday, no agenda has been shared yet.
  • LEES BIRTHDAY IS ON WEDNESDAY! MAKE SURE TO TELL HIM HAPPY BIRTHDAY!

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