Copy of SSC troubleshooting for live deliveries
- Paul Millington
SSC should follow the below escalation process when unable to resolve issues with live deliveries. If the CDT booking owner is unavailable, SSC should use the below guidance and correlating email templates (with CDT booking owner cc’d) to notify the client.
Escalation process:
If SSC are unable to resolve the delivery issue, they should follow the below escalation process:
SSC to message booking owner (tag their name so it’s clear who’s required to respond) on #support-bookings-emergencies
If booking owner unavailable - SSC to follow below process for relevant issue type
SSC to follow up with booking owner after the instance to notify them of the situation, update the ‘support booking emergency’ channel once issue resolved + raise a service recovery ticket if session did not go ahead due to MG issue
*Note: We should always aim to phone the client to troubleshoot delivery issues to give us greater opportunity to resolve the issue in the moment, for the delivery to go ahead. The email templates should be used when the client is uncontactable on the phone, or for follow-up documenting the discussion had on the phone.
Scenario | Process | Email template |
Facilitator no-show | SSC to phone facilitator to try and get them online. In parallel, SSC to dial onto session so someone is online when ppts start to arrive. If facilitator doesn’t arrive by 15 mins past the session start time and is not responding to phone calls, SSC to notify participants that the session is unable to go ahead due to a delivery issue and let them know we will reschedule with client. SSC to email client [template 1] contact to notify them at the session start time. | Template 1 - Facilitator no-show |
Participant no-show | Ask the MindGym facilitator to remain on the session, whilst we reach out to client to check if the session is going ahead. SSC to phone client contact to notify them and to check if ppts are due to join - this should be a phone call in the first instance, or email [template 2] if unavailable on phone.
Are ppts still due to attend? If so, check our session details (time, session link) against client’s.
| Template 2 - Notify client of ppt no-show
Template 4 - Notify client that session will not run due to no-shows |
Tech issues | If tech issues occur at start of session and ppts are online, let ppts know that we are working through some tech issues and hope to be kicking off soon. If tech issues are unresolvable by 15 minutes into session start time, let ppts know we will end session and will reschedule session with client. Email client to notify them session was unable to go ahead, due to tech issues, and their CDT partner will be in touch when they’re online to reschedule [template 5]. *The above scenario applies if a coach gets in contact during a session and says the session is unable to be delivered in full due to significant tech issues, e.g. session ends half way through as coach internet drops and is unresolvable within the session time. | Template 5 - Session cancelled due to tech issues |
Email templates:
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Email template 1 (Facilitator no-show)
Email subject: Today's 11AM CT Virtual Workout: Leading Essentials - Session unable to go ahead
Hi [insert Client Name]
I'm reaching out to you on behalf of your MindGym Client Delivery partner, who is currently out of the office.
Unfortunately, due to unforeseen circumstances, your coach (insert Facilitator Name) is no longer able to deliver the virtual workout "Leading Essentials" at 11 AM CT today.
We sincerely apologize for any inconvenience this may cause. Rest assured, your MindGym delivery team is committed to finding a solution and will be in touch with you as soon as possible to reschedule the session at your earliest convenience.
Thank you for your understanding and patience.
Warm regards,
[Your Name] MindGym Service Support Center
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Email template 2 (Notify client of ppt no-show, if they cannot be contacted via phone)
Email subject: Today's 11AM CT Virtual Workout: Leading Essentials - No participants
Hi [insert Client Name]
I hope this email finds you well.
I'm reaching out to you on behalf of your MindGym Client Delivery partner, who is currently out of the office.
We have a virtual workout "Leading Essentials" scheduled to take place at 11 AM CT today. However, our facilitator ([insert Facilitator’s name], has informed us that no participants have shown up to the session.
Could you please confirm if the participants are still expected to join?
In the meantime, we'll ask [Facilitator’s name] to remain online. If participants arrive within the first 30 minutes of the session start time, [Facilitator’s name] will try to run an adapted version of the session with the time we have left remaining. If people log on following the first 30 minutes, [Facilitator’s name] will advise them that the session will be rescheduled, as at that point as we will not have sufficient time to run anything meaningful.
We hope to hear from you soon.
Warm regards,
[Your Name] MindGym Service Support Center
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Email template 3 (Confirm session is not going ahead due to ppt no-show, following client call)
Email subject: Today's 11AM CT Virtual Workout: Leading Essentials
Hi [insert Client Name]
Thank you for your time on the phone just now.
As discussed, the virtual workout "Leading Essentials" we had scheduled to take place at 11 AM CT today is no longer going ahead.
I’m looping in your Client Delivery partner who will be in touch when they’re back online to align on next steps.
Warm regards,
[Your Name] MindGym Service Support Center
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Email template 4 (Notify client that session is not going ahead due to ppt no-show - 30 mins past the session start time)
Email subject: Today's 11AM CT Virtual Workout: Leading Essentials - No participants
Hi [inset Client Name]
Confirming that we still haven’t had any participants join the session.
As we won’t have enough time to run the session in the remaining time now, we have asked [insert Facilitator Name'] to remain on the line just in case anybody does join, but to advise them the session will be rescheduled.
I’m looping in your Client Delivery partner who will be in touch when they’re back online to align on next steps.
Warm regards,
[Your Name] MindGym Service Support Center
__________
Template 5 (Session cancelled due to tech issues)
Email subject: Today's 11AM CT Virtual Workout: Leading Essentials - Reschedule
Hi [insert Client Name]
I hope this email finds you well.
I'm reaching out to you on behalf of your MindGym Client Delivery partner, who is currently out of the office.
Unfortunately, we encountered significant technical challenges when trying to deliver today’s virtual workout "Leading Essentials" at 11 AM CT. Despite our efforts to troubleshoot the issue with our facilitator [insert Facilitator Name], we were unable to resolve them within 15 minutes of the session start time. Consequently, we advised the participants to log off, ensuring we could reschedule the session for a later time to ensure a more impactful experience.
We sincerely apologize for any inconvenience this may cause. Rest assured, your MindGym delivery team is committed to finding a solution and will be in touch with you as soon as possible to reschedule the session at your earliest convenience.
Thank you for your understanding and patience.
Warm regards,
[Your Name] MindGym Service Support Center
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How to access client contact details:
You can find the Client contact details in the NetSuite booking (see “Site contact” field) cc the booking owner (see “Owner” field in the NetSuite booking.) + Portfolio Team Lead into client email.
