Kustomer
Thread of email exchanges between customers. Formerly known as tickets.
Conversations
This measurement is determined by how much break & lunch time you take.
Conformance
Root's Roadside Assistance Partner
Swoop
When a policy cancels, we file this with the state to cancel an SR-22
SR-26
If you were to lose access to the Admin Dashboard, you would submit a request to this platform to regain access
Spoke
This panel in Kustomer stores all klass attributes and objects such as assignments and assigned users
Insights Panel
This metric is determined by the percentage of conversations that are resolved within one reply.
One Solve Rate
This log is used to intake and process requests from the new policyholders regarding cancelling their previous coverage
Prior Coverage Cancellation
Proof of future insurance or financial responsibility -- typically needed after an accident, violation, or for people who were found to be driving without insurance
SR-22
Root's Intranet and resource hub
The Glove Box
This is where all of Customer Service's standard operating procedures and information lives. Can be found in Kustomer by tapping on the 'book' icon in the upper righthand corner
Knowledge Base
This measurement is the total number of emails completed divided by the time you are spent in email/processing email aux code.
Emails per Hour
If you have a topic you would like to bring to the Root Harmony meetings, you would add your topics to this sheet pinned in each team's slack channel
P1/P2 Harmony Meeting Requests
This filing is needed after every accident/violation in the state of Indiana
Certificate of Compliance (COC)
Root's Learning Management System -- this is where refresher and training courses can be located
Absorb
These are used to describe a Customer, Conversation, or an assignment in Kustomer
Objects
Time for this metric begins when a conversation is open, and ends when you send & mark a conversation as done
Average Handle Time (Emails)
Used to view all past incoming faxes
Phaxio
Proof of future insurance with higher Liability limits for the state of VA
FR-44
This tool allows the team to see who is where at any given time. You would also add any approved PTO days within this
Root of the Loom Team Google Calendar
History of coversations, request history, and assignments, etc.
Timeline
The number of responses calculated before a conversation is resolved
Comments per Ticket
This is the maximum amount of days Root will accept a Roadside Assistance Reimbursement request
60 Days
You would file this document in addition to a AAMVA form if a policyholder needs a CA SR-22 but has a policy written in a different state
DL 300 Form
If you are dealing with a personal issue, you would reach out to this source for insight into tough conversations and they are used to advocate for our employees as well as our business
Olu Roberts (HRBP)