Query and Task Management Process Documentation

Query and Task Management Process Documentation
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Query and Task Management Process Documentation

Introduction

Our query and task management process ensures timely resolution of all queries and issues. It involves structured steps and follow-ups to guarantee that no query goes unresolved within a reasonable timeframe. Agents and staff are encouraged to use our internal app or the provided JotForm link to proactively send queries to the correct department. The term "escalation" is reserved for issues that require the Branch Manager's intervention.
1. Steps of the Query and Task Management Process
  Initial Query Submission
  - Agents can send their queries to support via the internal app or the JotForm link: Internal Query Form.
  - If the internal app is used, it guides the agent proactively on the appropriate department and helps structure an email so that support can follow up effectively.
  - This action triggers a task creation on our CRM system (Salesforce) by our support team as they receive a copy of the emai
  - Staff is required to update the google sheets by 4:00pm daily to ensure ownership assignment and status updates are addressed timely.
2. Email 1: Initial Email to Department
  - The support team sends a well-structured email to the correct department the same day the query is received. If the app is not used, the agent would have either called or sent an email.
  - Task Status: In Progress, Priority: Normal.
3. Regular Communication
  - The support team should provide regular communication to the agent regarding the status of their query.
  - If there is no resolution within 3 working days, the support team sends a follow-up email to the department.
  - TAT: 3 days from the initial email.
  - The task is updated to reflect the follow-up action, "waiting on someone else."
4. Email 2: Follow-Up Email to Department
  - If there is no resolution within 3 more days (working day 4), the support team sends another follow-up email copying the BMA (Branch Manager's Assistant) and the Department Team Leader (TL).
  - TAT: 3 days from the last email.
  - The task status is updated accordingly in Salesforce.
5. BMA Liaison with Team Leaders
  - If the issue remains unresolved for 7 days, the support creates a follow-up task for the BMA, determining the priority (high, medium, or low) and sending the email trail for the BMA to review and direct accordingly.
  - The BMA liaises with the team leader on day 7-8 via email trail and a call.
  - This step is not an escalation but a reinforcement of communication efforts.
  - The BMA sends the email trail that was prepared by the support to the team leader and has 2 days to resolve the issue.
  - The status of the original task is updated to "waiting on someone," and the follow-up task to the BMA is set to "not started" with priority "High."
  - Before assigning the task to the BMA, the support team ensures that the last correspondence is sent to the BMA for a proper update.
6. Automation Trigger at 10 Days
  - If the issue remains unresolved for 10 days, an automated email is sent to the agent from the original task opened by support with an internal JotForm link to gather insights from the agent and review whether the support and BMA followed the process.
  - The automation states that 10 days have passed without resolution and the issue will now move to an escalation. The agent is asked for additional insights.
  - The task is updated to reflect the escalation process.
  - A task is then created by the BMA to the Branch Manager for the escalation, including the follow-up email from the BMA and the agent's response from JotForm.
7. Branch Manager Intervention
  - If the BMA and team leader cannot resolve the issue within 2 days, it becomes an escalation to the Branch Manager.
  - The Branch Manager has 1 day to resolve the issue, relying on the email trail prepared by the BMA.
  - The task status is updated to reflect the escalation.
  - The Branch Manager will request responses from both the support and the BMA to understand the issue before escalating further to the VPs if necessary.
Reporting and Accountability

Daily reports are generated at 8 am and are visible on the branch WhatsApp group and dashboards for transparency and accountability.

Best Practices from Salesforce for further reading and learing by support team
- Creating Effective Tasks and Events
  - Create tasks/events from the lowest level records to ensure proper linking and reduce errors. For example, create a task on an Opportunity record rather than on the Account or Contact record (StarrData).
- Logging Calls
  - Log calls during or immediately after the call to ensure accuracy and accessibility of information for the team (StarrData).
- Using Salesforce Queues
  - Implement Salesforce Queues to manage and prioritize tasks effectively. Queues can distribute and assign records such as cases, leads, and tasks among team members, enhancing workflow efficiency (Salesforce Ben).
- Automation and Notifications
  - Configure system automation to send email alerts, push notifications, and in-app alerts to remind and help improve prospect follow-up. This helps maintain timely communication and task management (StarrData).
- Fault Paths in Flows
  - Design fault paths in your flows to handle errors effectively. This includes showing error screens for screen-based flows or sending email alerts containing error messages to a designated group (Salesforce Admins).
- 1.What should you do if a query is not resolved within 7 days?*
- 2.Who do you contact if you need an update after the BMA intervenes?*
- 3.What should you do if a query is resolved within 1 day?*
- 4.What should you do if you don’t hear back from support within 10 days?*
- 5.What is the initial TAT for resolving a query?*
- 6.What should be done if the query is not resolved within 7 days?*
- 7.What should you do if a follow-up email does not resolve the issue within 3 days?*
- 8.What should you do before assigning a task to the BMA?*
- 9.Why is it important to create tasks from the lowest level records?*
- 10.What should be included in the follow-up task to the BMA?*
- 11.What are the BMA's responsibilities in this process?*
- 12.What should the Branch Manager do upon receiving a 10-day trigger report?*
- Please read the statement below and provide your electronic signature to acknowledge your understanding and agreement to adhere to the updated Query and Task Management Process.
- "I have read and understood the updated Query and Task Management Process. I acknowledge my role in this process and commit to following the outlined procedures to ensure timely resolution of all queries. I understand that adherence to these procedures is crucial for maintaining our high standards of customer service and operational efficiency."
  
  Signature*
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