Internal Applications Request Form

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Status Shipped
Enhancement, Defect/Bug Enhancement Request
Created by Mike Sammon
Created on Apr 22, 2022

RELATED REQUESTS

Client Services: CS Email to Case communication

Priority 3 of 8 - "Version 2" CCP of Case Management: ALL Emails Route Directly to Salesforce/CCP to Create Case + Auto-Assign Client and Specialist

Within Salesforce/CCP: Case Management "Version 1" has been established and will go live with Payroll Optimization. This is Priority 3 of 8 for "Version 2" of Case Management.

The goal here is that all incoming emails to any specialist be routed directly to Salesforce/CCP, creating a case and assigning it to the Specialist. If the email address is known, it would assign it to the client as well. As we move forward, fewer and fewer interactions should exist in Gmail and this is the cornerstone step to full-blown case management, where Specialist communication fully exists in CCP where they can be documented and reported on.

Impact - Which group does this impact? Payroll Operations
Background Information

Currently there is no way to track SPOC work capacity as all email communication takes place in their personal mailboxes.

Impact - Processes

  1. Sendgrid in payroll sending from a do not reply email:

  2. Clients are responding to the automatic payroll reminders, direct deposit, etc.

  3. Decision tree for case routing

    1. Service level, region, account owner, account owner status, etc.

  4. New Client Services - Intro email

  5. Termination of Employee
Stakeholders - Accountable

Abigail Monroe, Selisha Terrance, Sandra Carr,Lisa ?
Stakeholders - Consulted

Mike Sammon, Kenn Johnson, Mick Majors
Risk

Employee Retention, Client Retention, you name it!
Risk Frequency 5 Rampant: Once to several times a day
Opportunity

workforce management, compliance, account retention, and employee retention business modernization
Opportunity Frequency 5 Rampant: Once to several times a day
Impact 4 Affects Productivity to client / Major risk avoided Major Opportunity achieved
Strategic Initiative HCM/Payroll Optimization
Delivery Date Sep 1, 2023
Implementation Strategy Phased
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