There are 10K CRF's raised each week, currently there are no in app advisor notification that exist to alert advisor that CRF has an update/has been resolved. Analysis has shown that for 30% of the weekly CRF's advisors are entering OB aux to check for CRF updates prematurely impacting on available time. in 34% of occasions advisors do not follow up on a CRF when an update has been provided potentially impacting on FTR. Notification banners exist for MHR's at present within STAN/Sirius however these are not as effective as possible. Second aspect of our change request is to improve MHR notifications.

Full details below

Sponsor: Andrew Smith/Stacey Dobson will be sponsor of this.

Enhancement Request: Wouldn’t want overly state a solution as our tech resource will obviously have to advise of what is possible, may work best etc. But we would like to see notifications in Sirius with a RAG status, that needs to be clicked to be removed, in following scenarios;

Call/Back review due in 15 mins on account number 62100…… (Yellow)

Call/Back review due now on account number 62100…… (Amber)

Call/Back review missed on account number 62100…… (Red)

CRF update available for account number 62100……….(Blue)

Our thoughts were that this could be displayed (Messaging & Colour) within Sirius Ticker Tape. However again not sure if possible.

Have a couple of my folk looking to get screenshots of current alerts in STAN, some brief details below;

Issue 1: Advisors attention is not drawn to the case list of due actions on the front page of STAN.

Why: The text is plain with no colour coding and blends in with the rest of the page. Customer promises/actions are the most important task an advisor has. Note: its the only thing that remains in place when off phone time is canceled. Often these are missed as advisors are busy, and don't always read whats on the front page in-between calls

Existing alerts on stan landing page:
Action not due yet = Plain White
Action due now = blue banner along the top of stan front page
Action Overdue = orange banner along the top of stan front page

Proposed Solution

Wouldn’t want overly state a solution as our tech resource will obviously have to advise of what is possible, may work best etc. But we would like to see notifications in Sirius with a RAG status, that needs to be clicked to be removed,

For all cases within the my cases Tab on the front screen of TAB we would like cases displayed as below;

Call/Back review due in 15 mins on account number 62100…… (Yellow)

Call/Back review due now on account number 62100…… (Amber)

Call/Back review missed on account number 62100…… (Red)

CRF update available for account number 62100……….(Blue)

Issue 2: When an advisor is dealing with a customer and they have an action due on another account, they often miss this as they don’t have time to review the STAN front screen as there is very little time (if any) between calls.

Why: As the next call comes in immediately, advisors dont have time to review the STAN front screen to check if any actions are due. If they were alerted prior to exiting the account they were in, this would remind them to set themselves on outbound to complete the action as promised

Proposed Solution

We would want a notification to appear with the Sirius ticker tape where a call/back review is due now to state ‘You have a call/back review due now on account number 62100…….. please review the my cases tab’

Issue 3: Advisors can’t quickly & easily view if a CRF has an update. Insight gathered shows advisors that on 30% (3000p/w) CRF’s advisor check accounts 1.6 times prior to CRF completion (wasted AUX) & on 34% (3400p/w) these were not followed up by the agent raising the CRF

Why: Advisors log into AUX to check accounts to see if their CRF has an update/been completed

Proposed Solution:

As is process:

When a CRF is completed by the CRF team a case is generated into the CRF and Refunds Tab in STAN

Currently, there is no visibility to anyone other than the raising agent when a CRF is completed, the agent receives no notification of it being completed, and we rely 100% on them continuing to check the front screen of Stan and clicking on the CRFs/Refunds Tab. If the agent is out of office there is nothing in place for this to be picked up by their manager or extended team

The proposed solution:
IN STAN, the case that is generated into the CRF and Refunds tab should instead be created in the mycases tab which is currently displayed by default fault on the STAN front screen.
The case should be populated with a default Product type of CRF
Complaints should not be selectable on these cases
These should display in the Recents tab in STAN as per all existing open MHR cases with a product type
A review should be set on these (24 hrs from created date)
The case should be assigned to the advisor who created the CRF in the first instance

The above solution will ensure:
advisors get instant visibility of all updated CRFs within the customers account
advisors get instant visibility next time they access the STAN front screen as MHRs display on the default tab
managers & extended team get sight of these in MHR, and can follow up if advisor is offsite, on leave, or has left the company
All email alerts to advisors and managers that exist today for MHR will work in exactly the same way for CRFs

Issue 4: Banners currently disappears after x5 seconds, this glimpse often missed

Why: Advisors will often miss banner as only appears for 5 seconds, - this should remain in place with a note to 'click to remove'

Proposed Solution: Banners are replaced by Sirius ticker tape notification: ‘You have a call/back review due now on account number 62100…….. please review the my cases tab’