Hello to all!
I am looking for some guidance to any documentation/resources surrounding CSI Set-Up/Management/Workflow in Box Office.
Our team do not currently use steps/actions with CSIs and I'm hoping to use our v16 upgrade as an opportunity to do a sit-rep!
How do you manage reminders/steps with a rotating team of Box Office casuals?
Some current report schedules include:
- Daily Open CSI report for any CSIs that are open from the beginning of the year > run-date.- Monthly Customer Feedback CSIs to various departments.- WordFly responses (e.g event changes responses)
If anyone has some wisdom to share, I am all ears!
Hey Sarah,
I've used CSIs a lot over the years and happy to talk further. There are a lot of things you can do with them from managing Access Needs bookings between teams, storing captured online info, and running a outbound comms campaign (I even wrote an interactive colour coded report that helps). I think there are as many ways to do it as there are orgs. I'm rebuilding our Sentiment reporting structure at the moment.
Basics are:
There was an incredible talk at TLCC Orlando this year from Corey Smith and Caleb Roman on Upgrade your customer service toolkit: Addressing customer rage and using CSIs for patron service management I can share the slides if you need.
In customer facing part of the business, we use CSI for Operations (Exchanges, refunds, seating needs etc), sentiment reporting incl. customer feedback, and churn reporting from telemarketing. Other departments use CSIs to record other patron information where the need is not superseded by a Plan, Research notes etc. There are mixed systems in some cases (like dietary requirements) which I'm aligning. We keep the majority information in the notes and little feedback in the actions - but we use action steps heavily.
Hope that's a start. Let me know if you need anymore
Hey Heath,
Thanks so much for your reply, great insight there! I'll be checking out those resources, and would love a copy of those slides.