Successfully Servicing InfinityHR

RELAX:Successfully Servicing InfinityHR

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Successfully Servicing InfinityHR

• What we will cover today• Best Practices

–Servicing Team Structure–Segregation of Duties–Key Skills for Service Managers–Service Manager Account Assignment Load–Onboarding New Service Managers

• How we can work together• Available Resources


Successfully Servicing InfinityHR – Best Practices

• Team Structure– Service Managers

• Single Point of Contact for their clients• Have baseline knowledge of entire system• Provide day-to-day support• Build/Maintaining the Relationship

– Subject Matter Expert/Technical Lead• Identify people to be the go-to resource for

specific areas of the system– Enterprise Services Group (ESG) Inbox– Product Consultants



• ESG Inbox– Shared inbox allows for flexibility and efficiency of

next-resource-up to respond to the client request.– Cons

• Do not have a dedicated resource.• Primarily email only.• Phone calls are limited to allow for information to be

accessible to all resources that work the inbox.– Pros

• Response Time can be lessened because a multiple of resources can respond to a client.

• No delays or special coordination when a specific resource is out of the office.



• Segregation of Duties– Implementation, Support, EDI– Allows for Service Manager to focus on client support.– Increases efficiency letting those who have the experience,

accomplish the task as quickly as possible.

• Key Skills – Technical Problem Solving– Creative Thinking– Customer Service– Time/Project Management skills



• Account Load– 50 to 60 per Service Manager

• Direct Assigned Accounts– ESG Inbox

• 3 Resources accessing a shared email inbox supporting 500 + total clients.

• Onboarding Training– Mirrors the Partner Onboarding Training– Structured class time followed by module specific assessments– Shadowing of other Service Team Members


Successfully Servicing InfinityHR – Working Together

• What does this mean to you?• What are ways for you to help us help you?

– Support Issue Submission Checklist with basic data needed to research issue

• Helps to gather all the necessary info up front, prior to investigating the issue.

• This helps you troubleshoot the issue for your client as well as helps us when the issue is escalated to Level 2.

– Process Flow Chart - Level 1 to Level 2 support• Steps to take prior to escalating issue to Level 2

• Result will be more efficient resolution of issues with fewer emails going back and forth.



• Support Issue Submission Checklist– Client Name– Affected EE(s)– Browser used (include version if possible)– System Module (Applicant Tracking, Benefits, etc.)– Is the client able to reproduce the issue?– Screenshots included?– Actions leading up to the error/issue/question– Did you reproduce the issue?



• ESG Response Times– As a rule emails should receive a response with 4 hours of

receipt.– Recently added auto response to indicate the initial email has

been received.– First-in-First-out unless email content requires a more urgent

response.• Process Flow – Escalating an issue from Level 1 to Level 2

Support– Identifies the steps going from Level 1 to Level 2– Goal is to make this process efficient and get issues resolved as

quickly as possible.



Obtain necessary details to investigate

the issue (Support Issue submission

Checklist)

Attempt to reproduce the issue. (Is the client able to

reproduce the issue?)

Determine if the issue is only

occurring in the Client’s account



Attempt to reproduce the issue

in a different account (test

account)

Provide a Workaround if

available

Escalate the issue to Infinity Software via

the ESG inbox.



Infinity will confirm steps taken to

reproduce the issue and ensure that a resolution was not

overlooked.

Infinity will suggest a workaround

Infinity will create a support ticket and

set priority.


Successfully Servicing InfinityHR – Resources

• Support Tickets– Ticket Priority

• Critical: No workaround exists and target resolution within 24-48 hours.

• High: Workaround exists and target resolution within 10 business days. If not resolved in 10 business days, High tickets can be escalated to Critical tickets. Note: Depending on complexity of ticket, a High ticket can be assigned to Service Pack and will be worked into the next Service Pack.



• Ticket Priority– Medium: Workaround exists. Will be reviewed for next

Service Pack.– Low: Workaround exists. Will be reviewed for next Service

Pack.– Enhancement: Functionality currently does not exist or does

not exist how client thinks/wants it to exist. Enhancement tickets will be considered for Service Packs.

Sometimes a ticket ranging from Critical-Low will be assigned to Service Packs. If that is the case, it is due to new functionality being incorporated and extensive testing will be needed. When this happens, ESG will update the client.



• Client Support Tickets– Client Administrators create tickets via the Create Support

Ticket link/button on their Administration Portal Homepage

– These tickets can be found on your Enterprise Portal, My Service Tickets tab.



• Account Permissions and Support Tickets.

• The Primary and Secondary Contacts receive email notifications when tickets are created.

• After email is received, Filter My Service Tickets to the company– Edit the ticket and assign yourself on the resource tab.– This ticket will now display in the list without having to filter.

• Notes can be added to the ticket and the ticket creator will be notified.



• Creating Service Tickets (Enterprise Level)– For non Critical Service Tickets– Must assign the ticket to Infinity Technical Support on the

Resource tab

– Create Service Ticket• Via the Edit icon on Accounts screen, then clicking

Support Tickets• My Service Tickets tab on Enterprise Portal Homepage



• Edit icon on Accounts screen



• My Service Tickets tab of Enterprise Homepage



• Creating Service Tickets – Cont.• Reports tab


Successfully Servicing InfinityHR - Resources

• Online Help• Meant to be a first level resource for system users to get

additional information for specific areas on the system.• Icons on most pages, direct the user to the appropriate

page in Online Help



• Online help – Key Areas– What’s New

• Release Notes



• Online help – Key Areas– What’s Coming

• Details for the upcoming Service Packs



• Online help – Key Areas• Administration Portal

– Organization follows the system menus



• Summary• Best Practices

–Servicing Team Structure–Segregation of Duties–Key Skills for Service Managers–Service Manager Account Assignment Load–Onboarding New Service Managers

• How we can work together• Available Resources



• Questions