Since CCG went live with Resolver, Martin has found it much easier to translate raw data into relevant reports and dashboards.
“The content management piece makes my life a lot easier. The customization of the features within the Global AlertLink platform is something that I have come to depend on. In addition, the data generated will enable our organization to build projects that strengthen our overall resiliency to handle crisis events, but also be there for our members,” says Martin.
Improving Roadside Assistance
Already, Resolver has had helped CCG roadside assistance team to navigate some crisis moments. Every so often, when the weather gets bad and call volumes get heavy, a manager on duty at CCG has to contact anywhere from 70-140 team members and offer them overtime in exchange for assisting to reduce service times.
Before Resolver, “code red” heavy call volume periods meant that a manager, multiple ones on occasion, spent up to an hour on the phones or manually inputting phone numbers, to text team members. They were leveraging lists that were not tied to the HR data file with most up to date contact info. So, Martin set up a program in Resolver and deployed training that would help managers send notifications automatically.
Now, the overtime request process takes about 15 seconds to execute, responses from agents can be tracked and managed accordingly. As responses can be monitored in real time, this provides business leadership the visibility to support the workforce and forecasting team.
Crucial Information, Clearly Presented
Martin is also making good use of Resolver’s program management dashboards to inform his team about due dates and processes that need a second look.
In one instance, he wanted to emphasize the impact that loss of staff could have on the organization. Resolver gave him the data aggregating and representation tools that he needed to show a three-month timeline for recruiting and an additional three months for the ramp up.
“That’s six months of someone not fulfilling a role,” says Martin. “That’s an impact to the line of business.” With Resolver, he’s able to collect that information and present it clearly to executives so that decisions can be made to secure funding for interactivity and overlap to improve continuity for that business line.