Successfully Servicing InfinityHR

  • View
    130

  • Download
    0

Embed Size (px)

Text of Successfully Servicing InfinityHR

  • RELAX:Successfully Servicing InfinityHR

  • Private & Confidential

    Successfully Servicing InfinityHR

    What we will cover today Best Practices

    Servicing Team StructureSegregation of DutiesKey Skills for Service ManagersService Manager Account Assignment LoadOnboarding New Service Managers

    How we can work together Available Resources

  • Private & Confidential

    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

  • Private & Confidential

    Successfully Servicing InfinityHR Best Practices

    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.

  • Private & Confidential

    Successfully Servicing InfinityHR Best Practices

    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

  • Private & Confidential

    Successfully Servicing InfinityHR Best Practices

    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

  • Private & Confidential

    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.

  • Private & Confidential

    Successfully Servicing InfinityHR Working Together

    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?

  • Private & Confidential

    Successfully Servicing InfinityHR Working Together

    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.

  • Private & Confidential

    Successfully Servicing InfinityHR Working Together

    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 Clients account

  • Private & Confidential

    Successfully Servicing InfinityHR Working Together

    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.

  • Private & Confidential

    Successfully Servicing InfinityHR Working Together

    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.

  • Private & Confidential

    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.

  • Private & Confidential

    Successfully Servicing InfinityHR Resources

    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.

  • Private & Confidential

    Successfully Servicing InfinityHR Resources

    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.

  • Private & Confidential

    Successfully Servicing InfinityHR Resources

    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.

  • Private & Confidential

    Successfully Servicing InfinityHR Resources

    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

  • Private & Confidential

    Successfully Servicing InfinityHR Resources

    Edit icon on Accounts screen

  • Private & Confidential

    Successfully Servicing InfinityHR Resources

    My Service Tickets tab of Enterprise Homepage

  • Private & Confidential

    Successfully Servicing InfinityHR Resources

    Creating Service Tickets Cont. Reports tab

  • Private & Confidential

    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

  • Private & Confidential

    Successfully Servicing InfinityHR - Resources

    Online help Key Areas Whats New

    Release Notes

  • Private & Confidential

    Successfully Servicing InfinityHR - Resources

    Online help Key Areas Whats Coming

    Details for the upcoming Service Packs

  • Private & Confidential

    Successfully Servicing InfinityHR - Resources

    Online help Key Areas Administration Portal

    Organization follows the system menus

  • Private & Confidential

    Successfully Servicing InfinityHR

    Summary Best Practices

    Servicing Team StructureSegregation of DutiesKey Skills for Service ManagersService Manager Account Assignment LoadOnboarding New Service Managers

    How we can work together Available Resources

  • Private & Confidential

    Successfully Servicing InfinityHR

    Questions

    Slide Number 1Successfully Servicing InfinityHRSuccessfully Servicing InfinityHR Best PracticesSuccessfully Servicing InfinityHR Best PracticesSuccessfully Servicing InfinityHR Best PracticesSuccessfully Servicing InfinityHR Best PracticesSuccessfully Servicing InfinityHR Working TogetherSuccessfully Servicing InfinityHR Working TogetherSuccessfully Servicing InfinityHR Working TogetherSuccessfully Servicing InfinityHR Working TogetherSuccessfully Servicing InfinityHR Working TogetherSuccessfully Servicing InfinityHR Working TogetherSuccessfully Servicing InfinityHR ResourcesSuccessfully Servicing InfinityHR ResourcesSuccessfully Servicing InfinityHR ResourcesSuccessfully Servicing InfinityHR ResourcesSuccessfully Servicing InfinityHR ResourcesSuccessfully Servicing InfinityHR ResourcesSuccessfully Servicing InfinityHR Re