CLIENT AREA Create Intelligence

Committed to our Customers

Summary

The purpose of this post is to specify the guiding principles of how the Chorus Intelligence and the Customer Relationship team will communicate with our customers.  Where appropriate the procedures and actions will be defined. This protocol is the minimum level of service and support any customer can expect from Chorus Intelligence.

Guiding Principles

Chorus Intelligence is committed to:

Customer Engagement

Training

Initial Training Course

The initial training course will be delivered at a location chosen by the customer.
A maximum of 6 and a minimum of 3 users per course.
All training materials will be provided by Chorus Intelligence.
The course content will concentrate on the main functionality of the system.  How to load data, an overview of the rules, interrogation of the data and reports.

Advanced (SuperUser) Course

The advanced course will be delivered at a location chosen by the customer.
A maximum of 6 and a minimum of 3 users per course.
All training materials will be provided by Chorus Intelligence.
The course content will include a full understanding of the cleansing rules, rules options and template creation.

Support

Initial Support Visit

A Customer Relationship Manager (CRM) will return within 4 weeks of the initial training course to either deliver a refresher training course or a drop-in session which will utilise user data and address any Critical Issues the user has encountered since the initial course.

Ongoing Support

Each CRM will be available to provide support in the following ways:
Regular visits arranged through the line management of the user.
Via telephone.  CRMs typically spend 3 days per week onsite in their region and therefore if any urgent issues arise, it is advised that a user contacts the helpdesk.  If the query is not urgent then an email to the CRM is suggested.
Via Email.  The CRM will respond to each email as soon as is practical.  These emails will be saved to the customer relationship management system for reporting and management purposes.

Critical Issue Resolution

Definition of Critical Issue:

A Critical issue relates to any process within Chorus that causes the data within a case to not be processed correctly.

A Critical issue can also be any situation in which the user is unable to use or access Chorus.

All other ‘issues’ will be classed as software enhancements (see section below).

In the first instance Critical issues should be referred to the helpdesk for an immediate response.  Critical issues will be dealt with as a priority and a patch will be issued if appropriate (see below for more detail).

Reporting of a Critical Issue

The following process is in place in resolving a Critical Issue:

A potential Critical Issue should be highlighted to a Super User in the first instance if at all possible. A Critical Issue can be raised through the helpdesk or directly with the CRM.  In either eventuality the CRM will contact the originator of the Critical Issue and ascertain the following:

Following this conversation, the CRM will decide whether a visit to the user is suitable or whether a patch is required or possible.

Documentation of the Critical Issue

The CRM will document this Critical Issue by raising a ‘Case’ in Vtiger so that the resolution of the Critical Issue can be tracked.

The CRM will also document the process of the Critical Issue through the steps below.

Communication of the Critical Issue

If after investigation of the Critical Issue raised the CRM decides that there is a data integrity Critical Issue the CRM will send an internal email.

Following the above step, a full explanation of the Critical Issue will be circulated to all user via email and via the forum.

Rectifying of the Critical Issue

The CRM and originating user with the assistance of the CRM team and wider user community (when appropriate) will agree a ruleset or fix and will pass this information on to the development team.

The development team will take the corrective action as priority over any other development in order to fix the Critical Issue.

Once the patch (if appropriate) has been developed and tested the CRM will share with the originating user for their sign off.

Once the user is satisfied that the fix meets their expectations the CRM will ask the user to sign off the fix and record that the Critical Issue has been resolved.

The issue will be recorded in the client area of the Chorus website with instructions / updates as appropriate.

Once the patch has been signed off it will be issued to the wider community.

Software Enhancements

All other improvements to Chorus will be categorised as ‘Software enhancements’.  These do not relate to the integrity of the data but the analysis, presentation and reporting of the data.

Reporting of a Software Enhancement

A software enhancement suggestion can be registered in three different ways:

Documentation of a Software Enhancement

Each software enhancement will be documented initially via the CRM software tool.

The enhancement will be registered as a ‘Case’ and assigned a Change Request Number (CRN).

The ‘Case’ should include the following:

Prioritisation of the Change Request

Each enhancement suggestion will be reviewed by the CRM team each Friday in order to set the prioritisation.

Each change request will be categorised as the following:

1.     How often does the task need to be performed or is required for Court?

Always = High; Sometimes = Medium; Rarely = Low

2.     Is it possible to perform the task in Chorus?

No = High; There is a workaround = Medium; There are multiple workarounds = Low

Once the new change request has been given a prioritisation classification the full list of requests will be reviewed by the CRM team.  The change requests that score High/High will be given greatest priority followed by High/Medium, Medium/High.

Those change requests that are classed H/H, H/M, M/H will automatically be added to the ‘Buildlist’ and forwarded to the development team in order for them to prioritise and evaluated in terms of time to take to develop.  The change requests will then be added to the development team’s work flow in Jira and agreed timescales for development.

Feedback to Customers

Once the steps above have been concluded the CRM will update the CRM Software tool and feedback to the originating user the prioritisation score and if appropriate the estimated delivery times for the change.

If the customer disagrees with the prioritisation given to their Critical Issue that are welcome to challenge the decision and Chorus Intelligence will review the decision in light of any information.

Chorus Intelligence will also publish in the Chorus website client area suggested change requests where the CRM team have been unable to prioritise or there are a number of requests that score the same.  Customers are then invited to vote for which requests they would like Chorus Intelligence to concentrate on.

Monthly Organisational Updates

The CRMs will produce a monthly update per organisation which will detail the following:

The purpose of the document is to enable the customer to quickly identify any Critical Issues that are yet to be resolved and also to recognise the support delivered by Chorus Intelligence.

Management Meetings

The CRM and/or Customer Relationship Director will meet with the management of each organisation on a regular basis in order to ensure that the relationship is on track and to give the customer every opportunity to raise any concerns that may not have been addressed previously.

Quarterly Regional Meetings

The above meetings and documentation will form the backbone of the regional meetings that will be held by a CRM or CRD and give feedback to the customers any themes that are appearing from the local organisation interactions. These meetings will be minuted and any actions feedback directly to the attendees.

Annual User Conference

Once a year, Chorus will host a national user conference for all forces and agencies that they work with. The goal of these events is to build on the regional meetings and bring together users from each force to learn best practice, share ideas and also feedback on product development ideas and direction.

Glossary

VTiger – Customer relationship management software used by Chorus Intelligence.

Jira – Product development and issue tracking tool used by Chorus Intelligence