Notes from Customer Care Team Meeting - 07/29/2019

dana.petroff · July 2019

Attendees: Jacobi, Anne, Dana, Lee, Jake, Eric, Natacha, Denae, Rich, Sally, Nina

Date/Time: 7/29/2019, 8:00am

Introductions – go around to introduce yourself to Sally

Hot Topics:

Google – model copy request from Ohad
How did we get to this place? Why this model, specifically? Since the criticality
This is service that we do not do. Customer onsite, L3 and Tech Ops all need to be available to ensure everything is up
Schedule Alec/Ohad and understand all things associated with this request.
Message from Customer Care - “This is an exception, here is what we need from all the teams”
Natacha and Anne connect after this meeting, and will

Escalation – from Nina notes. Bug fix
Across multiple services, and will need multiple releases. Wont be fixed until October?
It has gone very quiet from CS side.
Julio has integration (Rich) ticket from Google. Rich is now working on this.
Workspace deactivates? 3 JIRAS for that issue, and lets combine into one. Similar to Davita one. The hour timeout on the export action – model will close before getting the export files
JIRAs are medium priority. Justin will follow up with getting the right focus
Make sure Claire knows about it (Rich)

BT Group – couple of SSO instances. Justin is working on these as well
BT is causing a lot of confusion. They weren’t performing the request actions. There are multiple businesses that want to separate themselves at BT. (NINA has follow up with BP)

Jake/Jacobi

2 openings that they are looking at. There are 1 or 2 per week.
NPS at 63 – we added a new column (reason for detractor) – communication issue, outage, analyst, took too long, etc. Understand where this is at.
Catherine timing, coming over to HyperCare
Escalation Button – has been live, but not on. Wasn’t activated for BPs.
End of August – when is the end of the email escalation process?
- Clear instructions – sit with Josh/Tara, etc.
- Issue is now fixed
Talkdesk has transitioned to Landon Johnson –
Hired James Dutta from Talkdesk
Lots of push in Tokyo – convert everything over the phone, to Japanese
Recordings set up
Japanese is a slippery slope (ANNE/JACOBI – need more discussion)

Lee

Nina/Rich/Sally/Natacha

CPX in London – level 1 wants to attend? Update is 1 booth, around HyperCare/Product Support. Needs to be able to speak to HyperCare, and talk through any technical issues.
London CPX: 9/30, 10/1, 1,000 registrants
1 person from London, Sally will be there, but pick a Level 1
Need to talk about Paris as well (who speaks French), Milana will be there, does Isabella speak French?
Can they go? Find out allowed to go?
Who can be in the booth?
Sales event – more about HyperCare
Lee new hire starts 9/16 – Chris’s current boss (Customer)

Denae

Incident Management – Tom sent message on Friday
8/8 – Capacity model demos this week!
Capacity Model – Jack/Sampath/Sue demonstration
Platform change – all 10 procedures in scope
Soft launch of template – scenarios
SteerCo meeting on Friday – phase 2 was presented
Are Eric/Nina involved in Go-To-Market (ask questions of Trish/Denae) if not clear. Protocol, etc. needs to be adhered to moving forward so we need to be up to speed. ASK QUESTIONS.
DENAE TODO (ALL OWNERS ARE CONFIDENT IN EXPECTATIONS)

Eric

Configurations
2 Excel for CS – quick review and covered everything
Standing meeting with AJ – will communicate out after AJ looks at it
General – Connie from product, how to buy a CA cert and use with Anaplan Connect. This picks Sec-to-go, and goes step by step. This is a public post! Preference to where the Customer needs to go
Hackathon last week – few requests for interns models to go back into the Customer’s space
Get this in writing. Each Customer should validate this as Intellectual Property
Who retains ownership?

Anne