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Before kickoff · Barrowfield Couriers

Your project: every question

For Cal, customer service manager. About 9 minutes online, due Mon Nov 9. Kickoff is Thu Nov 12 at 10:00 AM.

1. Your project team for kickoff, Thu Nov 12

Who does what on your side. We've filled in the names from our calls; edit any that are wrong. Confirm each line, or write what's different.

  1. Cal Duquette, your customer service manager, is the project sponsor. (Our call on Oct 7)
  2. Cal is also our day-to-day contact. (What we assumed)
  3. Cal owns Ticket triage and refunds. (Our call on Oct 7)
  4. Noor Haddad, your bookkeeper, owns Collections follow-up. (Our call on Oct 7)

2. What success looks like for go-live, wk Jan 18

Where things stand today, and where you'd like them. We measure against these after go-live. Confirm each line, or write what's different.

  1. Ticket triage and refunds: Days to settle a claim. Today: 3 days (Our call on Oct 7). Your target:
  2. Ticket triage and refunds: Hours a week on claims. Today: 15 hours (Our call on Oct 7). Your target:
  3. Collections follow-up: Days, on average, to get paid. Today: 41 days (Our call on Oct 7). Your target:

3. Your plan for kickoff, Thu Nov 12

The plan we've drafted, from kickoff to go-live. If something clashes, drag a phase to suggest another date; we confirm it at kickoff. Confirm each line, or write what's different.

  • Who comes to kickoff: Cal Duquette, customer service manager; Noor Haddad, bookkeeper; Dispatcher.
  • Month-end close: the first 2 working days of each month.
  • Who’s away during the plan, and when? Any weeks to avoid, such as your year-end close?

    4. Your systems for build and test, Nov 30 to Jan 8

    So we connect to what you already use. Whoever is responsible for IT gets a short form of their own. Confirm each line, or write what's different.

    1. Customer requests come in through Freshdesk (Our call on Oct 7)
    2. Your books are kept in QuickBooks Online (Our call on Oct 7)
    3. Who is responsible for IT? Their name, job title and work email.

    5. Email and chat for build and test, Nov 30 to Jan 8

    Where your agents read and send email, and where they ask your team a question.

    1. Which email platform does your team use?
    2. Which team chat does your team use?

    6. Your brand for your version, wk Nov 23

    We looked at barrowfield.example first. Confirm what we found, and add what we couldn't. Confirm each line, or write what's different.

    1. Your wordmark (usually your marketing team)
    2. Your full logo (usually your marketing team)
    3. A square icon (usually your marketing team)