Here is the poorly written case study I was sent and asked to provide my consultation: Background: This Defect Hunt is based on a e-mail flow that happened with Clipboard Health’s Support team and the HCF (Healthcare Facility), the HCF gave a DSAT, which automatically funnels into our Tier 2 Support with the goal of saving the relationship. This was all around a poor communication within our Tier 1 and Tier 2 Support teams - which is clear in the read below. We are curious to know from your read on this document: 1. What would be your action items after the read is complete based on your role in the job description? 2. What type of scorecard would you propose for Tier 2 to put a quality check in place on the teams responses? 3. Any additional thoughts/comments you had through this read. Please submit a response to us responding to the above questions. Note: You may see the word “HCP” listed here, which refers to Healthcare Professional. In this scenario, Cassie and Stephanie are both Tier 2 agents. The DSAT: Bad, I’m Unsatisfied. Bad is wrong, but so is good, because I have not been satisfied. My main complaint is as follows: * People can pickup staffs and they call off with no notice (mainly because they find a job closer to them) and there are no repercussions. Staff shows up at the door without notifying us and they expect to work. Staff does not work, but says they did and we have four or five e-mails back and forth between Clipboard and us so we do not have to may them. It is a streamlined service for Clipboard, but the system does not work well for us. We ask for shifts to be canceled and people still come for them. The Clipboard system is supposed to be quick and easy for everyone, but it flawed for the building employing the Clipboard staff. The e-mail: Clipboard or To whom It May Concern: Delete the account of*Facility Name*. Use this email as notification that *Facility Name* will no longer accept accept any C.N.A.’s, LPN’s or RN’s from Clipboard and it is expected Clipboard will delete the University Place account. If there are any shifts showing on your schedule from *Facility Name*, it is now the responsibility of Clipboard to delete the shifts. If anyone representing Clipboard comes to *Facility Name* for any reason after June 9, 2022 they will be turned away and there will be no payment. At the present time *Facility Name* has a full compliment of staff and needs no contract labor. We have in the past stated to Clipboard we need no services from Clipboard, but people continue to come. It has become an embarrassment to *Facility Name*e to continually deal with the amount of e-mails generated by Clipboard on a regular basis as well as all of the e-mails demanding payment and reminding us about upcoming payments. *Facility Name* notified Clipboard a while back we would not need your services any longer and in the e-mail below this one, you are telling us you will try to fill shifts we do not need. Just to make sure Clipboard receives, understands and is deleting all shifts on the schedule, I expect an e-mail back from Clipboard on June 10 acknowledging this email. *Signature Removed* Executive Director This ticket was immediately forwarded to Tier 2 by a Support agent, Leti goes in with an internal comment to merge another convo from 6/7/2022, on 6/10/2022, no reply to the customer. Looking to where this ticket originated from is Support Ticket #1909544, on this call - the HCF states that they want to verify all shifts are cancelled because they had a nurse show up last night (which would be 6/6/2022) that should not have and expressed they will not be using agency anymore. Issues: 1. The Tier 1 Support agent offered to get the account suspended/deleted. We should not do this so the facility can reference us in the future for urgent last minute needs. 2. Look up the history of what happened. When I went into the HCF’s Logs - I saw that the HCP did show up and got sent home and Mallory (facility staff) only placed the FCF (facility cancel) the day after the HCP showed up, not before. We should have been able to search this, inform her and then educate going forward. Cassie goes in later on 6/10/2022 with internal notes asking sales to place on do not contact list/suspended list and puts the ticket on hold (I am assuming to wait on Sales to reply). Upon checking Salesforce, the HCF did get Suspended and put on the Do Not Contact List.