Software Update
Where can the customer find their update ID?
Tandem Source
What greeting will you use to answer an inbound call?
Welcome to Tandem Diabetes, this is [insert name]. How can I help you?
How many Consent Contacts can a customer have?
Unlimited, but only two can be documented under the Consent Contact field
During update process, customer receives TDU Error 05. What should you do?
Have customer select the "Restart" button
Customer is out of warranty and wants to start the process for a new pump
Renewals
Name two of the three requirements that need to be completed prior to downloading TDU.
Review CGM compatibility, confirm personal information if a Rx is needed, training modules
Name three things you will want to confirm for every customer calling in.
Add an Interaction Log Note through iSync and submit
Customer reported seeing "missing key" error in Tandem Source when attempting to watch training videos
Confirm customer is using supported browser, make sure they allow cookies, pop ups, clear cache/cookies
Customer is asking to speak to a supervisor to complain about wait times
Customer Success Advocate (CSA)
TDU: Used for t:slim X2 pumps, requires Mac or Windows computer
mTDU: Used for Tandem Mobi pumps, will be embedded on Tandem Mobi mobile app
What is Tandem's customer facing phone number?
877-801-6901
Explain the difference between a parent case and a case issue
Parent case houses all relevant information for the case (reporter, reported date, any case issues, emails, notes, etc)
Case issue has all information related to the specific issue created
Customer is receiving a "pump connection lost" error after completing the software update. What is the problem, and what should you do?
Customer needs to repair the pump and mobile app and we will transfer the customer to Software queue to assist.
Customer is experiencing a touchscreen issue on their pump after updating.
Transfer to Software queue
What resets after the pump is rebooted?
Insulin on Board, Max Hourly Bolus
What will you inform customers of when you make an outbound call?
That the call is being recorded for quality and training purposes
Customer requests assistance updating the pump and while we are assisting, experiences a TDU Error 17. How many cases will you create? How many case issues will you create?
One case, two case issues
Navigate to the place you will find all of your resources (outside of WhatMom)
Tech Support SharePoint > Document Library > SWUPI Class
List one reason the customer may want to talk to the Field team.
Customer does not have a computer to update, needs additional training, wants to speak to or meet with a local rep.
Name the three things the customer will need to do after the update is complete.
Load a cartridge and resume insulin
Start or resume CGM sensor session
Pair to t:connect Mobile App
What is the difference between an inbound call and an inbound callback?
inbound call = customer does not enter callback number and reaches CTS
inbound callback = customer enters phone number and gets called back by CTS
Where can you see your call interaction log after taking the call?
Under the case activities or under the customer file > activities
Customer reports receiving a "no activities are assigned" message on Tandem Source.
Confirm pump can be updated, confirm their Initial Pump Task is completed, confirm the customer has requested the update on Tandem Source
Customer speaks Serbian and needs help requesting the software update.
Follow the LSA Interpreter instructions, help the customer request the update.