SNOW Time
When a client needs something that is not an emergency or a break fix.
What is a Request?
This is created if a client shares negative or neutral feedback
What is a CSAT Case?
We use this App for internal communication.
What is Teams?
The CSAT is a common service delivery performance metric and stands for:
What is Client Satisfaction?
This is the Champion of the Thrive Client Portal!
What is a Client Success Manager?
This is the page where you'd find most client information (address, Primary POC, etc.)
What is the Account page?
This is a 4-6 week plan to provide a client with extra focus and effort from our team and is documented in SNOW.
What is a Quality Improvement Plan?
This App is used primarily by Sales & Account Management for contracts and customer relationship management.
What is Salesforce?
What is Security Operations Center?
This information is provided monthly to clients and contains useful data and is accessible in this section of the Portal.
What are Reports?
These can be written as either internal or customer visible - very important to remember which!
What is Case Notes?
Client accounts may be moved to this status for a number of reasons, some examples include a change in ownership or a need to reduce costs.
What is At Risk?
This product protects our mailboxes and allows us to send large video files to clients.
What is Mimecast?
The CBE plays an important role in bringing in new business and stands for:
What is a Client Business Executive?
This is a different Portal that clients can access, where they might go to pay a bill.
What is the Finance Portal?
Within Service Now, there can be multiple views. This view is most commonly used by CSMs, AMs and other members of account management.
What is the Fulfiller view?
This team can be engaged in the event of a serious issue, or a case that needs further review, or a root cause analysis.
What is Quality Assurance?
This App has several internal sites or document hubs for various teams, this can be a great resource for learning or storing information.
What is SharePoint?
The SSA plays an important role in providing technical support to clients outside of the Service Desk and stands for:
What is the Senior Systems Administrator?
In the event a client submits a request via Email and fails to use the Portal, they should expect a response in this time.
What is a 24 hour response time?
This is where Thrive users would submit requests or issues.
If a client is having issues logging into the Portal, and the CSM has exhausted all normal resources, this is the next step.
What is a Client Portal Login Issue case?
Engineers often use this App to review client specific passwords for different tools or applications that we manage or support.
What is Keeper?
EBMS is a prevalent service offering that focuses on client infrastructure and stands for:
What is Equipment Based Managed Services?
When a client subscribes to Microsoft licensing, these can be adjusted in this section of the Portal.
What is Application provisioning?