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Client experience. Are we professional and present like experts.

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SLA's on client tickets

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How consistently we are meeting the timelines set out in the projects

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Happiness and feeling of belonging in the team.

Teamwork where folks jump in to help each other out.

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Teams, groups and individuals are following the same consistent processes to provide a consistent client experience.

Will require consistent tool-sets.

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Consistent, accurate and curated documentation. Need to be standards on how stuff is documented, where it's stored and how it's accessed.

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Cases exist where requests need to be submitted in multiple tools; result is extra work and overlapping data.

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More consistent and formalized training and on-boarding.

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Personal Growth - Continuous Training Resources

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Personal Growth - Continuous Training Resources

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Provide time and resources for employees to spend time self training, doing labs, research, etc.

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Clarification on Service Definitions and Boundaries

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Clarification on Service Definitions and Boundaries

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Having our services be more clearly defined and better communicated so everybody understands what our services include and don't include. With everybody being on the same level of understanding a more consistent client experience will exist. More consistent scope on services to help with handling client requests.

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Provide a single place for tracking known issues to known resolutions. Current method requires digging through ticket history which is met with varied results.

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Re-align Support Structure to Meet Client Needs

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Re-align Support Structure to Meet Client Needs

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Our current model doesn't account for urgency in client responses, only criticality (Priority vs Urgency).  We need a model to allow a faster response for tickets that require more urgency. We have received client complaints (feedback) specific to this.

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More team building exercises. Opportunities to step away from work and focus on team building and collaborative activities.

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Have an opportunity to spend a day in the life of the different teams/roles.

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Bringing runops team physically closer together so we don't just communicate via chat

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Understanding Clients Business and Impact

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Understanding Clients Business and Impact

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Create a better connection and sense of impact with our clients. Have ClientOps better understand out client business and the impact we have on that business. This can be done with direct interaction with clients when possible. We can also have CSM's present client accounts to the team.