Use this form to submit Feature and Idea Requests to the Heartland Internal Applications teams.
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. 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 |
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Impact - Processes
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Stakeholders - Accountable
Aaron Robertson |
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Stakeholders - Consulted
Kayla Salmon |
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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. |
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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. |
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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 |