Project Post mortem - Eclipse, Sales support and Operations process improvement
Project Management
As part of the project to reduce the volume of escalation and improve the escalation process, your involvement was required at different levels. In order to improve as a team, we would like to have your opinion on how this project was managed. Rest assured that your answers to this survey are anonymous.
Thank you again very much for your collaboration in this project.
Quick reminder:
As the project began months ago, here is a reminder some milestones we have achieved together:
Investigate to find a new process and a new escalation tool
Develop alternate solutions to improve the actual process
Integrate a 24 hour response to the escalation process
Open the line of communication between Backoffice and Branches
Allow some transaction back into the branches to improve customer experience
Emphasize the importance of Operational News
Developed a training to enhance new hires knowledge on our processes
Deployed a Support Phone line to assist all branch advisors and managers