Jul 5th, 2018. 5 min read
Keep track of client queries that have come in
As the Client Delivery Team in our company we are responsible for the correctness, quality and timeliness of our data. Our internal clients are sales, Client productions and Sales support. Apart from reports, evaluations outside our core activities and data quality we also handle any client queries. We use boards for each and every one of the aforementioned, but in terms of time, quality and chaos the client query board has brought the most change, as simple as it may be.
Before we set up this board the client query requests were all over the place. These queries are very important as they mean client either question our data/conclusions or are missing data.
People would come to our team with queries via email, gitlab or talk to different people (read: trying to get their query prioritised in any kind of cunning way possible). We were also very unaware of how much queries we had outstanding, who was working on what, if something had been done yes or no and if we had the capacity as a team to handle a certain query before a requested deadline.
With this template we know what is outstanding, what documentation we have, what the query is about, who is working on it and how much capacity we have. If it's not on the board, it doesn't exist as far as our team is concerned.
Instead of having to rely on people remembering what we did with that last query we can now go back to the closed ones and see what happened. Instead of receiving tons of emails (because we of course have to cc everyone!) we can now check the pulse on the board.
Getting started tips
This board may be simple, but it's powerful:
* each pulse represents a client query.
* For each of the pulses we define the name, by whom in the company it was sent, what data entry analysts are assigned to it, what the estimated time to finish it it and what date it should be finished by.
* In addition to this we keep track of the status of the pulse (waiting to start, working on it stuck and done).
* We move pulses between groups, depending on the status. The groups make it particularly easy to see where a query is in the proces.
* we have also agreed to copy in the query text and link any documents to the pulse that are relevant to that query.
"For the best and only reason: our clients are happier because by setting realistic deadlines with the help of this board (and sticking to them!), we no longer overpromise and underdeliver"."
Caroline van der Poel-Bultman
Why we love this template
* it's very easy to work with (and that's what Monday is all about!);
* all the teams involved have one point to go to in order to keep track of queries
* we can manage resources much better: we can work with sales support to move queries around so all clients are best served;
* we're not reinventing the wheel in terms of queries as we can look at older similar ones and see what we have done;
* people now know that if it's not on the board, it will not get done, so they go through the right channels;
* there is a calm about the queries that wasn't there before, the other teams have a confidence in the queries being handled that wasn't there before.
* Most importantly:
Without this template I would
Without this board I'd now be banging my head against the wall out of sheer frustration: sifting through eleventy billion emails everyday is not my favourite pass time (funnily enough...).
In all seriousness, we'd:
* still be going through so, so many emails to make sense of the queries;
* have no idea of the amount of queries in/outstanding/finished;
* would on the other hand be relying on people sharing their information with more than one person;
* etc. etc.
Hi I'm Caroline van der Poel-Bultman from Mymarketinsight and this was my story
Hi I'm Caroline van der Poel-Bultman from Mymarketinsight and this is my story, check it out