Customer Care Review of H1,FY20 & H2,FY20 Look Ahead

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dana.petroff
dana.petroff Member, ALL USERS, Employee Posts: 5
in Anaplan Community

NOTES FROM PRESENTATION READ-OUT MEETING ON TUESDAY AUG 6TH

 

 

Dana

  • Need to get definitive deliverables for Q3
  • Sales Strategy?
    • Get ability to purchase new workspace memory
    • Get ability to purchase Services & HyperCare
  • Look at the contact rate and how to quantify
  • Add in cost to Partner and Customer
    • Add in Case Reasons – why are they over-indexing?
    • Send report to BP on readout
    • How many Customers come from specific BPs?

Nathan Lopez Presentation:

  • Is there a decrease in cases coming from HyperCare customers that have the trainings?
  • Part of the onboarding process for new customers. Hard to get on calendars (25% of existing HC Customers have received training).  How to push it more proactively?
  • Amanda Myton R&D is being put into the new eLearning – Level 1 team is going first

Level 1 Team

  • Impact of Pending Customer M
  • 3 contacts = next time pick up phone. This will be a mandatory
  • Telephony reporting!
  • Categorizing the detractor Comments
  • Are we going to move to passives? Templated response to these folks
  • What is the response from Customers? 50% are giving meaningful feedback
  • Quantifying the experience – what is the response rate, how many?
  • Look at a Level 3- only report for NPS
  • Shift Optimization – better coverage driving FRT
  • Goal for FRT is now 30mins!
  • 48 hour follow up –
  • Alerting mechanism for “NEEDS FOLLOW UP”
    • Can we Ping Management, or Ping Analyst to follow up?
  • Created SOP around all of these – need reporting to manage all of these
  • Senior Support pools – giving them list of backlogs to provide guidance. Anyone struggling with issues?
  • How to be Senior Support analyst? Talking 1:1 with potential candidates, but really looking for opportunity
  • Partnered with Academy – test now exists to get them there
  • Gap analysis should look at are we in alignment with Level 3 team expectations, and Professional Services, etc.
  • VALIDATE Transfer Rate – how is this defined in the model?
  • Japanese localization – Jack Whyte, what does Japan need? Everyone needs a representative to be sent to Japan.  Yukie is going to be attending for Customer Care.  Julio may be a better option.
  • NINA – follow up with Anne on Julio attending. Frank asked Yukie, and she said yes.
  • Individual metrics – get these done.
  • Telephony – need to follow up on AoA request to bring in the data
  • Strategy to get Case Portal to be the #1 place to create cases – FIRST PLACE TO GO
  • SFDC Lightning!!
  • Chat Bot – what are the metrics we are going to track?? What is the biz case?
  • Clean up Chat data!

Level 3 Support

  • Bug ranking and Track number of fixes per release
    • “It will be fixed in Springboard”
  • Public knowledge base in live – in Confluence
  • Moving more across from restricted place
  • How to get L3 up and running in San Francisco
  • Why is the use feature on average every 2 months (List index reset feature)
  • All of these are Level 1 cases – closing them out, but nothing getting to Level 3
  • Every Activity - -
  • Baseline case metrics - -
  • POST RELEASE – truly difficult to track these costs
  • Security - - how to automate this? Also, figure out how we can support and drive prioritization within Product and Engineering

HyperCare

  • ACV = 347,777
  • TCV = 839,571
  • What is missing is operational excellence
  • Where are they spending their time? What are perf. Management metrics?
  • How are you managing performance?
  • Forecast and the staffing model = is contingent on the performance management
  • NEED TO HELP with performance management

Nathan Price

  • Platform Capacity and Planning Model: Looking to provide for sustained progress M&E and new use cases
  • Model Analysis Tool:

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