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Internal Applications Request Form

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

Heartland Service Center: Approval Process

As an HSC leadership team member, we have no automatic way to approve cases for existing Salesforce cases. This creates a time constraint to manage and review the additional mailbox, filter out the approvals/requests from the additional information going into the current mailbox and the potential for time sensitive/production related issues being resolved in a timely fashion which can result in lost review for both the client and Heartland. If we able to create an approval process associated to existing HSC cases, we could improve the time to resolve the request, case transparency across team members, and reduction in operating expenses.

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

Current Process

There is a separate email box is a leadership escalation box and this can come from advocates who are actually working cases.

Attrition - fee reimbursement

Petro/NWS/VAPs - Hot update

The submit for approval button would be nice to have for certain cases, specifically the attrition closes team. We want the option to approve or decline an approval. Once approved or declined, it would go back into waiting on agent status for the case status. For attrition specifically waiving early termination fees and issuing any type of refunds. The submitted for approval status in the cases view already shows as an option.


File(s) or Screenshot(s) - https://drive.google.com/open?id=1YniRDdmkcsxurbSbe9zWOulh04ViMa8y

Impact - Processes
  • Communicate the new process to the submitters and leaders

Stakeholders - Accountable

Aaron Robertson

Stakeholders - Consulted

Kayla Salmon

Risk

This creates a time constraint to manage and review the additional mailbox, filter out the approvals/requests from the additional information going into the current mailbox and the potential for time sensitive/production related issues being resolved in a timely fashion which can result in lost review for both the client and Heartland.

Risk Frequency 5 Rampant: Once to several times a day
Opportunity

If we able to create an approval process associated to existing HSC cases, we could improve the time to resolve the request, case transparency across team members, and reduction in operating expenses.

Opportunity Frequency 5 Rampant: Once to several times a day
Impact 5 Affects profit to client / Critical risk avoided / Strategic Opportunity achieved
Delivery Date Jun 30, 2023
Implementation Strategy All at once
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