[Adminfolks] Donor Services ON THE HOUSE [WAS: Patriot: No mail/faxes should be sent to Patriot or John Hall]

[Adam Holt]

1) Do not publish 617-452-5661 online OR on any printed materials, 
without my *advance* permission!
Reason: we need to very carefully monitor the volume of 
calls/voicemails, as we ramp up over the coming week(s) to replace 
PatriotLLC.
For Now: 617-452-5661 is already sufficiently advertised to the most 
important donors--those calling 800-201-7144, who all hear a voiceprompt 
announcing this.

2) Individual callers who reach 1CC however *should* be transfered to 
617-452-5661, where Sara Lesko will act as dispatcher deciding who is 
the best person to transcribe the caller's full details into our RT 
ticketing system:
    A) herself (Sara Lesko)
    B) transfer the call to Michael Taylor
    C) intentionally direct the call into voicemail, EG, when:
        * Analyzing a donor's complex order history before responding is 
generally MUCH more efficient than lengthy phone calls with angry donors 
(who lock up our lines)
        * Support Staff will aggressively patrol 452-5661's voicemail 
(on an hourly basis if possible) to transcribe full details from all 
voicemails into our ticketing system (RT)
    D) escalate the call to Emily Smith until June 20 (or Sean Hooley 
Jun 5 or later, on Tue/Wed/Thu only)

Thanks,
--A!


Amy Pollack-Howard wrote:
> Hi Jen and other Admin
>  
> Please ensure that we do not send any emails or faxes to Patriot or 
> John Hall.  We are handling all G1G1 items at this point.  Please hand 
> any items to Emily for processing that was being sent to John Hall.
>  
> Also as an FYI, the 800 number is no longer available.  From the 800 
> number, people are being directed to help at laptop.org 
> <mailto:help at laptop.org> and a phone number located in Adam's office 
> (sorry, I don't know this number).
>
> Thanks,
> Amy
-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://lists.laptop.org/pipermail/adminfolks/attachments/20080530/b6ef3045/attachment.htm