Hi everybody! I'm refining our CSI systems here at TheatreWorks, and need some feedback about what you all are doing at your orgs with CSI Actions.
It's occurring to me that CSI Actions and CSI Ticklers do some overlapping work. Both link back directly to the CSI (rather than ticklers linking to actions, which link to the CSI), and both have fields for a "type" and some notes (admittedly less space for notes in a tickler, but I'll worry about that later -- we're all too long-winded anyway, right?).
It seems to me that we could take care of all of our documenting of the CSI resolution steps using Ticklers, with the added benefit of being able to assign each step to the right employee. If we did this, the only purpose of CSI Actions would be to mark a CSI as closed/resolved.
So, given that I'm considering taking this drastic step, does anybody want to warn me of any potential hazzards? And does anybody have examples of how you are using CSI Actions vs. CSI Ticklers effectively at your org?
Thanks for your help!
Kirk MortensenDBA, TheatreWorks(Maybe it's just me that's the long-winded one...)
We use CSI ticklers to tag people who need to respond to a CSI, or at least know about the issue, and actions to show actual steps that have been taken to address the issue.
Here’s an example: An email comes to our inquiries inbox with a complaint about some aspect of a performance.
· I copy the message and short header into the CSI notes field.
· I forward the email to two people (one is good at writing customer service letters; one is front of house and wants to know about all performance-related issues), putting a tickler into the CSI for each person, writing “forwarded message” into the tickler note. The reason that I forward the e-mail, rather than relying only on the tickler to do the communicating, is that it’s much easier to read.
· When the customer service response gets made, the person who responded puts an action into the CSI. If more than one action, by more than one person, is needed, then that happens.
The advantage of this system is that it is easy to tell at a glance, either in the CSI, or through the Customer Service Issue Tracking report, what actions were taken, when, and by whom. I can see Left Msg; Sent Email; Phoned; Issued Refund; No Action; etc.
We started out with Tessitura not using CSI’s much; but over time, we use them more and more, as an easy way of communicating to each other how we are handling various issues. We have a CSI category and type that we are using for subscription renewals so that we can track all personal contact we’ve had with a customer (we don’t track actual brochure and renewal form mailings in the CSI). If I have to speak with a patron, I can tell who else has spoken with the person about subscription renewal, and when, by checking one CSI.
Lucie
___________________________________
Lucie Spieler
IT Development and Training Manager
Editor, Season Program
Florida Grand Opera
8390 NW 25th Street
Miami, FL 33122
305.854.1643 x 1521
Box Office: 800.741.1010
To Give a Gift: 305.403.3315
www.FGO.org
Lucie,
Thanks for your response! So, for you, Ticklers look forward to future steps that need to be taken, and Actions are entered to document the steps after they’ve been taken? Can you give me some examples of the tickler types that you would use in the example that you listed?
Anybody else have thoughts about CSI Action usage for me?
Thanks,
Kirk Mortensen
Database Administrator
TheatreWorks
That’s right; and most ticklers we send are “Follow Up.” We also have “Box Office Call Back,” “Send Letter,” and “Send Email,” but Follow Up seems to cover all bases.