Internal Applications Request Form

Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.

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Status Needs more information
Enhancement, Defect/Bug Enhancement Request
Created by Mike Sammon
Created on Sep 1, 2022

RELATED REQUESTS

Client Service: regional SPASupport Boxes and PDM Escalation Boxes

Currently, we have an issue with our SPAs utilizing SPA Support to request help which creates a lack of visibility and more "side conversations" with specialists tangling up the various channels. The same with our PDM escalations. I would like A SPA Support built for each sales region, including internal sales and a PDM one for each as well. We would tie it to existing groups and potentially new ones.

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

Current state

  • We have SPA in the field that use spa support email to case to have a rep call the client it will go to spa support and then forwarded to the rep

  • Google groups for PDMs (SPAs leader) sending in whatever and goes to client services team leads, sups, etc.

    • These should be for escalation points.

Delivery Date Sep 30, 2022
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