Business sector
Cross functional solution
Business goal
To establish secure and systematic communication between the head office and service centers in various regions to improve the quality of customer service
Problem
Tasks for third party contractors got lost as there was no place to work with queries; the operators had no shared space for interacting with them.
Tags: tasks get lost, data is disorganized, tasks, remote team, remote work
Solution
The main goal of the project is to allow the operators to set tasks directly to the third party contractors (officers of the service centers) and monitor their progress. At the same time, it is important to limit access rights of the officers to the corporate portal and CRM, so that they could not see or change any data.
First, we need to create an extranet group for each unit. The name of the group consists of the city name and the name of the company providing the maintenance service in the region.
Then, we should assign all officers the status of extranet users and give them access to the appropriate groups. Operators get access to all extranet groups to be able to interact with all service centers.
The main tool for processing queries and monitoring the work is Tasks. An operator sets a task for a service officer. The task contains a template that corresponds to the topic of the query. The task is tied to the Deal card that was created when the client placed his query. When the officer completes the task, the operator receives a notification and gets back to the client. Also, an extranet group has chats where operators and officers can communicate in person.
Therefore, the officers cannot access CRM or other sections of the corporate portal - they work only inside their groups and communicate only with its members, while the operators can set tasks for the officers and chat with them. Tasks do not get lost anymore, and the employees can always track the history of communication with the client.