Client Services: SaaS: Coverage for Case Ownership

1. Changing BU Department

   1. Current

      1. Open and Reopened cases are staying with the original case owner.

   2. Future

      1. New Client Services Cases

         1. Has not been reassigned to floating or new spoc

            1. Round robin

         2. Floating Account

            1. Look at region to determine floating agents

         3. New Spoc

            1. Assign to new account owner

      2. In Progress

         1. Work with EE to manually reassign existing client services cases for now and evaluate in the future

      3. Reopened - MVP +

         1. Work with EE to manually reassign existing client services cases for now and evaluate in the future

2. Termination

   1. Current

      1. Cases are remaining with the initial case owner

   2. Future

      1. New Client Services Cases

         1. Has not been reassigned to floating or new spoc

            1. Round robin - and inactive status of SF user

         2. Floating Account

            1. Look at region to determine floating account owner

         3. New Spoc

            1. Assign to new account owner

3. PTO

   1. Current

      1. Cases are remaining with the initial case owner

   2. Future

      1. How do we determine the user is on PTO - a checkbox easy selection

         1. Date and Time

            1. IE today and 1pm - 5pm

               1. This is gospel cases won't be assigned unless the date/times are modified or expired

      2. Who should be able to mark this selection - TLs and Above

      3. What do we do when a user is on PTO

         1. Net new cases

            1. Reassign case owner to omni channel agents in their region

         2. In progress

            1. Remains with the current case owner

               1. Supervisors will manually reassign if necessary

         3. Reopened cases

            1. Remains with the current case owner

               1. Supervisors will manually reassign if necessary

4. Extended Leave

   1. Current

      1. Cases are remaining with the initial case owner

   2. Future

      1. How do we determine the user is on PTO - a checkbox easy selection

         1. Date and Time

            1. IE today and 1pm - 5pm

      2. Who should be able to mark this selection - TLs and Above

      3. What do we do when a user is on PTO

         1. Net new cases

            1. Reassign case owner to omni channel agents in their region

         2. In progress

            1. Remains with the current case owner

               1. Supervisors will manually reassign if necessary

         3. Reopened cases

            1. Remains with the current case owner

               1. Supervisors will manually reassign if necessary

Current Process

1. Can either of you describe the steps taken on how the team member gets access to the emails to monitor?

   1. In Gmail we grant delegate access to that persons inbox. They are able to send and receive emails from the OOO persons inbox.

2. Is this a manually process each time someone is on PTO or leave?

   1. I believe the switchboard automates who should get what email as they are coming in (Kenn correct me if I'm wrong). However the forwarding is still manual.

3. Is a someone submitting a request to designate the user who has access to the mailbox during that time and the access is removed at the end of the PTO?

   1. No, delegate access remains in place. At anytime someone can go into their inbox.

4. Is the person covering their inbox always the same designated backup or does it change?

   1. It's done on a rotation. If a person is out of the office for 3 days a different person will cover their inbox each day

5. What happens if the "backup" is out on PTO or sick leave?

   1. It moves to the next person in the rotation. Example; say Kenn is on PTO and Michael is scheduled to cover his inbox. If Michael calls off it would move to the next person to cover. Then both Michael and Kenn's inbox's would need to be covered.

6. Does this same process apply to someone who is out sick?

   1. Yes, it's treated as if they it was requested PTO

How do you determine if an account owner is in?

• Snowflake/workday - N/A

• Leave

• Termination: process with Payroll Support and Admin/licensing team

  • Payroll Support

• Department change

Selisha Terrance, Sandri Carr, Abigail, Lisa Crandall

Kenn Johnson, Mike Sammon, Alexandra Stamper, Michael Erhardt, Spencer Drury, Billy Cummins, David Worch,

As a client services leader, we have open and reopened cases that are misallocated when the case owner is no longer with the company, has moved to another business unit or is on PTO.

If we able to automate case assignment when department changes, termination and leave took place, this would reduce the time to resolve cases, improve client satisfaction, and improve employee retention.