R&M Voicemail Solution

version 1 of this solution was launched on friday, july 19th at 9 00am est please be advised that version 2 of this solution is pending click here to stay appraised /#version 20 why redesign the r\&m call flow? the repair and maintenance call intake scheme is ripe for improvement below are some fast facts from r\&m's call data in https //dialpad com/analytics/?stat filter=minutes\&target list=%5b%7b%22id%22%3a%22agxzfnvizxitdm9py2vyfwsscknhbgxdzw50zxiygidxk vnxwsm%22%2c%22key%22%3a%22agxzfnvizxitdm9py2vyfwsscknhbgxdzw50zxiygidxk vnxwsm%22%2c%22name%22%3a%22repair%20%26%20maintenance%22%2c%22type%22%3a%22call center%22%2c%22is entire office%22%3afalse%7d%5d\&stat type=department\&days=0 90 performance (past 90 days) average call duration of 5m 42s average hold time of 1m 33s 234 missed calls 50% of calls answered in service level (60s) 21h 54m of working hours where all agents are busy what is the solution? riparian management would like all inbound calls to the repair and maintenance contact center to be sent straight to voicemail by doing this, we hope to drive the following changes keep team members off long calls so they have more time to solution shorten the wait for the customer to express their concerns eliminate missed calls what does the solution look like? riparian technologies has proposed the below version 1 workflow to satisfy the need and urgency set by riparian management a demo of these steps is below route all inbound r\&m calls directly to voicemail in dialpad this is a "single switch" setting automatically send a text to the caller confirming receipt and asking for photos route all r\&m voicemails to a list in ripos include unit / tenant data, transcript, and voicemail recording team members work through voicemail list in ripos by entering work orders directly into appfolio allow users to call tenant back directly from ripos, if needed archive the voicemail in ripos an overarching theme of this solution is we don't react to anything we don't understand what are the risks associated with this plan? like all major process changes, this proposed shift has inherent risks riptech has identified some of the risks associated with pushing all inbound calls to voicemail below and has addressed them in the proposed solution delayed response to urgent issues resident frustration and dissatisfaction technical failures increased volume of voicemails data security and privacy miscommunications or lost information low adoption by residents staff resistance proposed solution demonstration routing all inbound r\&m calls directly to voicemail ( https //riparianmgmt my sharepoint com/\ w /p/alex h/etnimuyarbfej0tkv2ggg6ybekvdyalpnlfiwms8c yp0a?e=ni0mp0 tenant experience when calling into r+m contact center automatically send a text to the tenant ( https //riparianmgmt my sharepoint com/\ w /p/alex h/exnw6x0gby9jtz1shpubicqbpxbm86ticajkoqync8ecsq?e=8exjms ) teams notification of new voicemail assessing the voicemail in ripos creating a work order in ripos attaching photos to the work order in appfolio internal communications https //riparianmgmt my sharepoint com/\ w /p/alex h/eqfzsnfrtf9nt kq bebxjgbncmi87bhkj clbrrdgpknw?e=6vg7oq https //riparianmgmt my sharepoint com/personal/alex h riparianmgmt com/ layouts/15/doc aspx?sourcedoc={fe3108cc 41d5 4e51 9bbc a76b23dfb162}\&action=edit version 2 0+ vm updated at 07242024 @ 6 52pm https //riparianmgmt my sharepoint com/\ x /g/personal/alex ripariantech com/eegnnbx expmj06mjdqd cwbf59ufs pinjn4dafklvm9g?e=do36hk