CSS Methods of Engagement

This engagement process was updated August 2023.

Introduction

There will officially be only 3 ways to engage in all customer activities.  These are;

  • Zendesk tickets
  • Foehn
  • Zoom Conference

 

Rationale

The above 3 provide a source of audit trail as well as providing information for other parties to refer to and utilise in the ongoing support of customers.  Zendesk provides a written audit trail with both Foehn and Zoom providing a recorded audit trail.  Any direct customer engagement should be undertaken with one of the above and without exception all meetings should be done via Zoom conference call

 

Without Exception

Where Zoom is used as a meeting facility please upload the transcript to either a related Zendesk ticket or upload it to the Internal Sharepoint Client folder.  IF IN DOUBT PLEASE ASK!

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Project Implementation

Summary

The Mobilisation and Implementations meeting occurs post contract award

 

Lead Actor here is Business Development.  They will:

  • Agree meeting date with Customer
  • Ensure CSS staff required are available
  • Provide information pertaining to the meeting

Send agenda and meeting link

 

Pre-requisites

  • Signed Contract
  • High Level list of new development commitments
  • CSS Internal debrief

 

Post Meeting

  • Sharepoint Site released

Meeting minutes circulation

Required 1.      Business Development

2.      Implementation Team
Optional 1.      Development Director or Representative

2.      Helpdesk Support
Method 1.      Zoom Conference Call
Materials 1.      Meeting Agenda

2.      Development List
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Weekly Meetings

Summary

Weekly Project Meetings with customer during the period of implementation

 

Lead Actor here is Onboarding Lead person  They will:

  • Chair Meeting

Ensure CSS staff required are available

 

Pre-requisites

  • Previous Meeting Minutes and Action Log circulated in advance
  • Agenda for upcoming meeting sent at least 24hrs in advance – if no new actions notify customer meeting will focus on implementation phase
  • CSS Internal debrief

Post Meeting

  • Meeting minutes circulation
Required 1.      Implementation Team
Optional 1.      Development Director or Representative

2.      Helpdesk Support
Method 1.      Zoom Conference Call
Materials 1.      Meeting Minutes

2.      Meeting Agenda

3.      Action Log
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Support Issue Meeting with Customer

Summary

Conference calls with clients to discuss or review a ticket with the helpdesk

 

Lead Actor here is Helpdesk Manager.  They will:

  • Arrange Meeting
  • Ensure CSS staff required are available and meeting date is in calendars
  • Plan pre-meeting debrief

Pre-requisites

  • Ticket Reference(s)
  • Supporting data or system area online
  • Analysis data (if available)

Post Meeting

  • If issue is resolved update ticket and close
  • If unresolved, action meeting within SLA
Required 1.      Helpdesk Manager
Optional 1.      Representative of other involved or required department(s)
Method 1.      Zoom Conference Call
Materials 1.      Screen Share

1.      Tickets

2.      Troubleshooting information
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Development Meeting with Customer

Summary

All customer RFC which requires further discussion with customer prior to work a

  • Written Specification being written
  • Development Quotation being produced
  • Work being schedule

 

Lead Actor here is Helpdesk Manager.  They will:

  • Arrange Meeting
  • Ensure CSS staff required are available and meeting date is in calendars
  • Plan pre-meeting debrief

Pre-requisites

  • RFC document
  • Internal review of RFC by Product Manager

Post Meeting

  • Meeting Summary circulated to Customer with Next Actions
  • Internal action (if applicable) scheduled into work queue
Required 1.      Development Director

2.      Product Manager
Optional 1.      Business Development
Method 1.      Zoom Conference Call
Materials 1.      Zoom Screen Share

1.      RFC

 
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Onsite Visit

Summary

Where a member of staff undertakes a site visit to a customer, issues presented to the staff member will be looked at whilst the member of staff is on site.

 

Pre-requisites

  • Inform development director or Helpdesk Director of onsite visit
  • Ensure agreement is in place for assistance if issues are presented

Post Meeting

  • Open ticket with information collected whilst on site
  • Assign it for internal reproduction
  • Schedule into next available defect day – if priority escalate

Update ticket – provide customer with AS IS status

Required 1.      Allocated CSS Staff Member
Optional 1.      Representative of Development Team OR Representative of Helpdesk Team
Method 1.      Zoom Conference Call
Materials 1.      Zoom Screen Share
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