Communication 

Any communication related to the ticket must occur via Hubspot Notes only. No necessity to write separate emails or any other additional kind of reminders. The only supportive tools are:

• Notes
• To Do Activity

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 Due date 

Due date is a complicated beast - just setting everything to Monday/Tuesday/Wednesday does not work because each request has its own:

 → Man-hours  depending on the amount of work which is required to fulfil it. The team prepared the Circle Request "man-hours" measurement as depending on the depth of the customization the Client needs and the actual complexity of the Protocol the Circle may take 2-8 hours to build.

→ Duration - 8 hours of complexity more often mean 1,5 - 2 business days of delivery and may depend on how many people will be engaged in its fulfilment.

→ Priority - some of the requests may have higher priority than the others

→ Sequence order in the general queue, so to get the relevant Due date we need to know the Starting date when the request will be started on.

We introduced the new table for each ticket which is moved to the To Do queue in Hubspot where the team will provide the details on the Man-hours, Duration, Start date/Due date and Comments to explain any of those aspects. In this case it will be much simpler for the account manager to follow the order how the work will be done:

• Responsible Content manager
• Man-hours
• Duration
  • Starting day
  • EOD
• Comment

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Responsibility 

Each Content Manager is responsible for the particular account (=Client), e.g. Tissue Regenix is decided to be Beata's responsibility, thus she will be set as a Ticket Owner (and later on Content manager). So if the account manager has any questions to what is the status of the request - they will always know who specifically they need to ask on the status (as some requests require the work of more than 1 person). At the same time this singular person will take the personal responsibility on delivering the request at the high-quality level and if anything goes wrong.

If there are more requests within 1 account and less requests within another, the load is adjusted correspondingly.

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SLA* 

*SLA=Service Level Agreement: particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.

We need to introduce some kind of SLAs which should not relate to the priority and the time of the delivery, but the reasonable SLAs

⇒ Reasonable information on the man-hours/duration/potential starting date to be delivered within the 4 business hours after the request was moved to To Do queue

• It was automated and we created an Activity for the Content manager to provide this report within the same day
• The activity will be raised when the ticket is moved to To Do column

⇒ If the due date cannot be set due to the unclear instructions/missing info - the questions should be delivered via comment in Hubspot within 1 business day after the request was moved to To Do queue

⇒ Requests which take less than an hour to fulfil must be completed within 1 business day after the request was moved to To Do queue regardless of its priority

⇒ Review of the work done and providing the feedback - within 2 business days after the task is delivered

• It was automated and we created an Activity for the Elijah to provide the review within the 2 days.
• The activity will be raised when the ticket is moved to Ready for Review column

Having SLA will help us to automate some processes and tasks/notifications