Notes from Customer Care Team Meeting - 08/19/2019

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

Attendees:  Anne, Dana, Branden, Sali, Jacobi, Eric, Lee, Nina, Rich, Nathan P, Nate L, Jake, Adam

Date/Time:  8/19/19, 8:00am

 

Hot Topics:

  • Anything from the Release? No release notes, no external comms. For Customers, nothing to point Customers to?
  • Should be posted to Community
  • Had a discussion on release notes, What’s new blog and release notes should be posted immediately after the release.
  • Reaching out to BPs for Customers calling about the import issue.
  • 5 Weeks in a row, the process was incorrect
  • Release – next week’s infrastructure release. There will be (Justin/Natacha) some things performance related that will need to be (changing storage at SV2 or DC5 – they tried once

before, but it didn’t take).

Hot Customers

  • Amgen – Scott replied on Friday saying that Product will fix in a future release (12mo). Sensitive area of the code base.
  • Workflow issue, still an issue, and trying to track this one down
  • Should we have a call about Amgen? Nina will work on it today, and if they cant figure it out, they will get a call created
  • Google is an escalated case – working through error messages
  • They think it’s the same issue, but we think its multiple issues, and all on their side? Scott is working on this again, and proved last time that it was on their side.
  • Justin is running point on Google

Level 1

  • 9/09/19 – Ash is coming online
  • Interviews today or Tuesday for another backfill
  • Sr Support are applying for additional positions
  • Upskilling Support Analysts to a senior level
  • Increase in Queues – looking at continuing getting these down under 100
  • Support SOP in structure in their day – what are their expectations?
  • Get the July cases cleaned up – anything over 2 weeks in Level 1
  • Branden and Jon lightning training – what are we looking to include in release. Biggest one is the rich text announcements, console is looking good, and case portal
  • After kickoff, let’s go through what it is going to look like? Collaborate with HyperCare (Lee to get back to us on the individual to include)
  • Escalations Button is live
  • Email is live as well – want to retire the email escalation offer. Mid or end of September, want to shut this off.

Level 3

  • Release Prep - -

Import bug – waiting on the release bug, to give out to the internal teams.  Make sure we are reading the internal comms.

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