What Is IT Service Management?

IT service management includes the actions performed by an organization to design, deliver, implement and control its IT services for end users. ITSM takes a proactive approach to IT, focusing more heavily on the end-users needs as opposed to those of IT systems and emphasizing continuous improvement.

Without good ITSM, an organizations efficiency and productivity can fall by the wayside which is where modern, software-based tools like ServiceNow can come in handy. These solutions can help an organization maintain primary IT functions, such as a service desk, while simultaneously taking a broader view to its IT processes.

You must consider the various dependencies and links across ITSM and IT processes, even if there is no pressing need to do so, Mike Roberts, marketing manager for CDW, writes in a recent blog post. Such big-picture thinking will be invaluable for future enhancements or should an unforeseen problem arise.

From streamlining existing processes to mitigating risk, quality ITSM in healthcare can help organizations regain control over IT costs while improving patient care. Take Novant Health, for example.

The Winston-Salem, N.C.-based healthcare system runs its IT management platform on top of ServiceNow. Using the Software as a Service-based tools as its service-delivery platform, the organization set out to reduce the amount of human error involved with IT and break down the silos impeding quality customer service for its staff and clinicians.

Novants main goal: Elevate the level of service that the health system could provide via the help desk wherever possible and drive quicker resolutions.

We try to be as proactive as we possibly can in how we service our infrastructure within our facilities, says James Kluttz, vice president and CTO for Novant, whether it be a physician practice, a corporate facility or an acute care facility.

In the past year, Novant has enhanced its model significantly. The organization previously ran a telephonic approach, where staffers were required to call in, talk to an agent and report their incidents. Now, the company has been able to introduce chat capabilities to eliminate hold times for end users, allowing them to spend more time with patients and perform their jobs in the most effective way possible.

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ITSM Tools in Healthcare: How ITSM solutions Are Assisting in Healthcare - HealthTech Magazine

STOCKTON The San Joaquin County Continuum of Care has released its housing project report.

The report requested and developed by the Shelter Subcommittee shows the ongoing development of permanent housing for the homeless in the geographic area of the SJCoC. The committee hopes to provide insight into the work of local agencies creating permanent housing exits from local shelters, an integral component of any effective system intended to make homelessness rare, brief and non-recurring.

Title of project: progressive housing

Location: scattered sites in Stockton and Lodi

Project Type: transitional housing

Beds: 60

Estimated completion: 50 beds available now; 10 more by June 30

Funded with MHSA Innovation Funds

Operated by Stockton Self-Help Housing under contract with BHS

Eligibility limited to individuals with serious mental illness, placed and case managed by BHS

Title of project: New Life Overflow Housing

Location: 204 E. Sonora St., Stockton

Project Type: transitional housing

Beds: 12

Estimated completion: July 1

Part of a two-year program for homeless men, women and women with children

Title of project: project-based housing

Location: 448 S. Center St., Stockton

421 S. El Dorado St., Stockton

35 W. Park St., Stockton

Project Type: permanent supportive housing

Units: 14 units 448 S. Center St.

12 units 421 S. El Dorado St.

11 units 32 W. Park St.

Estimated completion: July 22 for 448 S. Center St. and 35 W. Park St.

Funded with MHSA Funds

Developed by Housing Authority of San Joaquin, under contract with BHS

Eligibility limited to individuals with serious mental Illness, placed and case-managed by BHS

Title of project: Turnpike Commons

Location: 1630 Turnpike Road, Stockton

Project Type: Permanent Supportive Housing

Units: 9

Estimated completion: October 2020

Funded primarily by HEAP and CDBG

Innovative local partnership to create direct exits from shelter

Uses manufactured product to reduce costs and expedite construction

Title of project: New Life Womens Home

Location: 403 S. San Joaquin St., Stockton

Project Type: transitional housing

Beds: 118

Estimated completion: Nov. 1, 2020

Part of a two-year program for homeless women and women with children

Converts the former Alustiza Hotel & Restaurant

Title of project: Shelter Plus Care-Combined Expansion

Housing Location: scattered sites throughout San Joaquin County

Project Type: permanent supportive housing beds for the "chronically homeless"

Beds: 21

Estimated completion: end of 2020

Funded with Continuum of Care Program Competition Bonus funds

Title of project: permanent housing for the homeless

Location: Five locations in southeast Stockton

Project Type: permanent housing

Beds: 21

Estimated completion: November 2020December 2021

Partnership including Dignity Health and San Joaquin County Whole Person Care

Title of project: New Life Mens Home

Location: 429 S. San Joaquin St., Stockton

Project Type: transitional housing

Beds: 178

Estimated completion: January 2023

Part of a two-year program for homeless men

Two old Victorian campus structures comprising 4 addresses

The report provides information only on projects serving the homeless that are currently underway within San Joaquin County; projects in the planning phase and projects not specifically intended to serve the homeless are not included. It is also important to note that this report includes only those responses from organizations indicating their interest in being included. Completed projects are also not included.

To review the 2019 San Joaquin County Housing Inventory Count Report detailing capacity in existing ongoing local shelter and homeless housing projects, visit the Department of Housing and Urban Development website at https://www.hud.gov/.

Contact reporter Bob Highfill at (209) 546-8277 or jhighfill@recordnet.com. Follow him on Twitter @bobhighfill.

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SJs Continuum of Care releases housing project report - Stockton Record

After weeks of protests, African American observers can reasonably conclude that the expenditure of time and resources will result in few substantive changes. And even more dismaying, that the Black Lives Matter rallies have degenerated into a form of street therapy for previously homebound white liberals. So, the aftermath may provide an opportunity to question the purpose of the leading organization of black politics, the Congressional Black Caucus (CBC).

Founded about 50 years ago during a time of expansive political vision, the CBC was the brainchild of Rep. Charles Diggs Jr. (D-Mich.), elected to the House in 1955. He joined Reps. William Dawson (D-Ill) and Adam Clayton Powell (D-N.Y.) as the delegation for 22 million black people. He was part of a generation of political thinkers influenced by the 1945 resolution of the fifth Pan-African Congress: We are determined to be free. We want education. We want the right to earn a decent living, the right to express our thoughts and emotions, to adopt and create forms of beauty. We demand for Black Africa autonomy and independence.

During the 91st Congress (1969-1971), as the black delegation expanded, Diggs proposed the formation of the Democratic Select Committee (DSC) as a forum for coordinated strategy. In 1971, the DSC became the CBC, with Diggs elected as chairman. He asserted, Our concerns and obligations as members of Congress do not stop at the boundaries of our districts, our concerns are national and international in scope.

By 1972, Diggs envisioned the CBC as a vanguard entity for black empowerment. He promoted a Black Declaration of Independence and CBC leadership for a political convention in Gary, Ind. At this point, some organization members balked over playing the role of a black national congress. Instead, they elected Rep. Louis Stokes (D-Ohio) as chairman and he moved the group under the umbrella of a white liberal coalition. He believed that if we were to be effective, if we were going to make the meaningful contribution to minority citizens in this country, then it must be as legislators.

Since then, the CBC has suffered a question of identity and relevance. Its high points were in the 1980s, with bills for a Martin Luther King Jr. holiday and sanctions against apartheid in South Africa. Today, however, the organization is perhaps most associated with the shrill screeds of Rep. Ilhan OmarIlhan OmarDem-aligned group announces return to in-person canvassing in seven states Horn of Africa politics come to Minneapolis The Hill's 12:30 Report: Trump signs police reform executive order MORE (D-Mich.), symbolic gestures such as removing the statues of Confederate figures from the National Statuary Hall, and legislation seemingly devised to render an appearance of reform such as the bills in response to George Floyd's death.

Political scientist Kenny Whitby, in Dimensions of Representation and the Congressional Black Caucus, wrote that the CBC lacked the confidence to speak out on substantive issues and relied too much on a strategy of protest. Moreover, he found that its undue dependence on the liberal wing of the Democratic Party poses a dilemma for members of the group as players in the world of congressional politics.

So, how might the organization find its way back to the pathway of black empowerment? It could begin by revisiting the earlier desires for self-determination and Pan-African identification. It is ironic that early organizations with far less resources than the CBC could better speak to the needs of the ordinary folk.

On the question of economic development, for example, there was Booker T. Washingtons program in advanced agriculture and industrial skills. His founding of the Tuskegee Institute in 1881 became a model for leaders of developing societies around the world. It even inspired the Pan-African activist Marcus Garvey to incorporate a self-help economic program in his Universal Negro Improvement Association in the 1920s. Meanwhile, Elijah Poole, a Georgia sharecropper of modest education who took the name Elijah Muhammad, was astute enough to promote economic principles for everyday folk in the book, Message to the Blackman in America.

Surely, the CBC could find direction from these humble beginnings and speak to the Black population plainly. It might advocate the practical steps one can take to improve economic standing: live within your means, save as much as possible, nurture a supportive family life, spend your money among yourselves, support Black-owned businesses or non-Black businesses that hire your people, seek to improve health, home, education and community. Such basic lessons of self-improvement may not address the problem of structural racism but they do empower people to help themselves and offer more chances of rewards than taking to the streets.

In addition, the CBC should question the economic implications of the Democratic Party position on immigration legal and illegal for the Black labor force. Members have raised few concerns publicly about the consequences of liberal immigration initiatives. Fair-minded people can see evidence of policies that have undercut the status of Black labor in agriculture, hospitality, restaurants, construction and the civil services. In higher education, Black students encounter objections from immigrants and their children under a right-wing campaign to target affirmative action policies that relate exclusive to Black standing.

Finally, the organization must engage in the quest to build sustainable bases of political power in the states. Clearly, the needs of Black folk are best addressed at the state and local levels. As Ive suggested, Georgia is the most likely state for the establishment of a stable Black political majority (or plurality in a coalition). With over 30 percent of the population, Black voters have developed a talented political class ready to challenge suspicions of election fraud.

However, the Georgia imperative needs the support of Blacks from other areas to help grow the voter base quickly. The narrow loss in the 2018 gubernatorial race of Democrat Stacey Abrams to Republican Brian Kemp showed that victory is well within reach. With a sustainable political power base, the interests of ordinary folk would be reflected in the major offices, laws and police forces of the state. The CBC can play a role in coordinating a winning strategy for Georgia and other states.

In the 1950s poem, Harlem, Langston Hughes poses the question, What happens to a dream deferred? The poem explores a frustrated vision of a symbolic Black political entity. Today, the CBC faces the same question for the prospect of an autonomous Black political entity how will it respond?

Roger House, Ph.D., is an associate professor of American studies at Emerson College in Boston. Since 2014, he has published VictoryStride.com, a multimedia library resource on African American history and culture. He has produced radio programs on African American history for NPR, and is the author of Blue Smoke: The Recorded Journey of Big Bill Broonzy.

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Black lives and the CBC: What happens to a dream deferred? | TheHill - The Hill

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BLUE BELL, Pa. and BELMONT, Calif. (PRWEB) June 29, 2020

E-SoftSys and Veritec Solutions, leaders in self-storage enterprise management and revenue management systems, respectively, are pleased to announce that they have integrated, E-SoftSys enterprise management system, Self Storage ManagerTM (SSM) and Veritec Solutions revenue management system, VRMS.

The integration is rooted in their complementary strengths in enterprise management and revenue management. Self-storage operators will be able to realize the best of both worlds in one seamless user experience. Operators using SSM can now use VRMS to manage prices and customer rents efficiently and for maximum financial success. SSM data is seamlessly and automatically imported into VRMS on a daily basis with no action or maintenance needed by the self-storage operator. Pricing changes made in VRMS are uploaded into SSM for implementation. Storage operators will be able to implement pricing changes both at unit level and unit type level.

We are excited to have this tight integration with Veritec Solutions. We strive to have close collaboration with the leaders in the self-storage industry. SSM clients will now be able to leverage the advanced revenue management capabilities of VRMS, said Kat Shenoy, President & CEO of E-SoftSys.

We are delighted that operators using SSM can now realize the revenue benefits made possible by VRMS. VRMS has a proven track record of enabling self-storage operators to obtain revenue increases of 9 to 14 percent, and sometimes more than that. We are thrilled that this integration will enable many more mid-size and larger operators to obtain greater financial success as well as have easier access to critical data for a wide variety of analytics. We strive to make the user experience as our top priority, said Dr. Warren Lieberman, President of Veritec Solutions.

Self Storage Manager is a fully cloud based enterprise management software designed for both single- and multi-facility self-storage operators. The SSM suite of products helps storage operators to manage all aspects of their business including contactless rentals, lead tracking, lead management, billing, payment collections, business performance analysis and much more. SSM is fully compatible with multiple browsers and can be accessed from anywhere at anytime with any device. SSM also assists storage operators to automate their business processes with predefined workflows, follow up tasks, drip campaigns, texts and voice alerts.

VRMS is a state-of-the art revenue management system that provides competitive data-driven starting rate guidance. VRMS also provides rent increase guidance that enables operators to obtain higher revenues, even while reducing resultant move-outs. VRMS includes the industry-leading and patent pending Value (Convenience) Pricing implementation that automatically and dynamically differentiates pricing for similar units to further realize increased revenues while simultaneously expanding customer choice.

The combined benefits in property and revenue management systems now give self-storage operators unparalleled capabilities to increase their operational scale and scope with enterprise management, while at the same time crucially expand their bottom line with revenue management.

About E-SoftSys

E-SoftSys offers a complete suite of products and services that include Self Storage Manager TM - Comprehensive management software for single and multi-facility operators; Online Reservations and Rentals with Electronic Signature & Digital Storage of leases; e-CRM - Fully Integrated Customer Relationship Management (CRM) module, designed specifically for the self-storage industry and multi-facility operators for creating inquiries, reservations, rentals, capture lead to rental conversion ratios, with interfaces to leading phone systems; Call Tracker module to monitor call recordings, capture valuable statistics including lead to rental conversion ratios, cost per lead, capture cost per lead, cost per rental & measure ROI on advertising campaigns; SSM Text Messenger - A cloud based automatic payment reminder and past due alerts system designed to reduce the manager's time on collection calls; Customer Portal - A self-help interactive portal for customers to view their account history and balance, make payments, enable or disable autopay, schedule move-outs, update their contact information and more; Android Tablet/Mobile Phone based Site Walk Through & Work Order Management Module for site managers to perform lock checks, enter unit maintenance notes, mark units for move outs, create work orders for maintenance activities and much more; Other Interfaces - QlikViewTM Business Intelligence and Analytics, API integration to leading website providers, call center service providers, revenue management service providers, tenant insurance companies, cloud based gate systems and Lead Aggregators; 24/7 Customer Support - with Dedicated Team and Project Manager assigned for large operator implementations, as well as periodic upgrades to the software programs.

Self Storage Manager has been implemented by many single and multi-facility companies in North America, South America, Europe, the Middle East and Asia-Pacific. For more information, please contact E-SoftSys at 800-469-1740 Ext. 1, or by visiting http://www.selfstoragemanager.com or Click here to email us.

About Veritec Solutions Inc

Veritec Solutions is a thought leader in revenue management with its cloud-based software system, VRMS, for multi-store self-storage operators. VRMS is both a technology solution and a facilitated discipline that helps self-storage operators achieve significantly greater revenues and profits. VRMS includes starting rate guidance for new move-ins, rent increase guidance for existing customers, and dynamic patent-pending Value/Convenience Pricing implementation for differentiated storage units within a unit group. VRMS tightly integrates with the self-storage operators property management system. Leveraging its thought leadership, Veritec Solutions also provides consulting and support. For more information, contact Veritec Solutions at +1-650-620-0000, via email at Info@VeritecSolutions.com, or visit http://www.VeritecSolutions.com.

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E-SoftSys and Veritec Solutions Integrate their Self-Storage Property and Revenue Management Systems - PR Web

Speaking on the dry bulk markets move towards self-assessment of safety standards, Oldendorff director of business development and strategy Scott Bergeron noted two programmes developed by RightShip and Intercargo and said they have the potential to make the sector more resilient.

RightShips Dry Bulk Management Standards system will focus on 30 areas of company management practices divided into four sections -- performance, people, plant and processes -- ranking these on tiers of achievement from basic to excellent. RightShip is moving away from its SVIS risk rating system to a new scoring system which is set to be implemented in September.

Intercargos Dry Self-Assessment System considers 13 fields and 30 areas of management practices. Each field will comprise of specific questions and will be scored on a risk factor system. A companys overall score is the sum of these scores; a lower score will indicate lower risk.

Both systems are yet to be finalised and remain open to feedback from stakeholders.

Madan Dry Managements HSQE Manager Captain Panagiotis Nikiteas said he believes the self-assessment system has several benefits: namely, that the introduction of common systems would ensure fair play, improve benchmarking throughout the sector and reduce costs related to human errors.

Mr Panagiotis added that operators have some concerns over the costs they may incur and the transparency with which the system will operate.

"There is fear that self-assessment can be used as a commercial leverage, i.e. license to trade, he said.

The majority of webinar attendees believe bulk carriers operate at lower safety and environment standards compared to other vessels. Responses were split on whether RighShip or Intercargo are better placed to govern a self-assessment scheme to govern best practices. You can find full poll results at the bottom of this article.

The dry bulk market suffered in Q1 2020 and MSI dry bulk analyst Will Tooth told webinar attendees that in light of the ongoing events, the outlook for the remainder of 2020 remains poor with bulker levels falling to their lowest levels since 2016. With regards to iron ore and coal, MSI estimates the sector will be slightly more resilient to disruptions caused by the coronavirus.

However Mr Tooth noted that iron ore production in Brazil, one of the two largest production centres, has been affected by industrial disasters, disruptions caused by heavy rains and the pandemic. In light of this, MSI has revised its projected growth in iron ore exports from 3.7% to 0.5% in 2020.

Protectionist measures taken by India and China the planets two largest consumers of coal have also led to slowed demand. MSI now projects a 5.7% fall in coal production in 2020 and expects aggregate demand across commodities to fall by 1.6%.

Pacific Basin Shipping director for fleet and head of ship management and newbuildings Jay K Pillai addressed issues facing seafarers and sustainability in the dry bulk sector.

Travel restrictions caused by the pandemic have resulted in thousands of seafarers stranded on ships beyond their contractual dates. Mr Pillai said 30% of seafarers have exceeded their contractual agreement without relief. They are depressed, stressed, and they want to go home, he said.

In May, Intercargo said the maritime supply chain is at a risk of breaking down without crew changes. Noting that not all governments are forthcoming with easing restrictions despite the maritime sector and IMOs push to have seafarers designated as key workers to gain relief exemptions. Mr Pillai said governments are encouraged to act before seafarers are compelled to go on strike.

On the question of challenges to sustainability, he said rising costs caused by IMO 2020 and the collapse of the bulker market in Q1 2020 coupled with rising labour costs has led to increased operating expenses. Pacific Basin believes owners and operators should refrain from ordering newbuildings which they believe are not a long-term prospect to meet IMOs 2030 and 2050 targets. He said By doing so we can close the supply and demand gap and improve the return on investment.

Ultimately Mr Pillai said operators need to nudge suppliers to develop energy-efficient vessels and zero-carbon technologies that have the potential to help achieve the long-term emissions goals.

You can view the webinar, in full, in our webinar library.

Continued here:
Self-assessment will help drive new safety standards in dry bulk shipping - Riviera Maritime Media

Mental health experts are exploring the use of virtual support groups and other resources to help recovering COVID-19 patients who are grappling with anxiety and depression as a result of their illness.

Many of those patients are feeling stressed and isolated as they deal with lingering physical effects of the disease, such as fatigue and shortness of breath.

Some people have been removed from the ability to meet their common human needs socialization, meaningful work, getting together with family, said Dr. William Sanderson, a psychologist and director of the Anxiety & Depression Clinic at Hofstra University, which offers a two-session consultation for people suffering from pandemic-related psychological distress. Every time you block people meeting their needs, it results in emotional distress.

Battling COVID-19 while keeping an eye on her 1-year-old son left 30-year-old Brookelyn Berardiof Northportexhausted and stressed.

It comes in waves, said Berardi, director of strategy and development for Crunch Fitness. Some days I will be great and then there are days I wake up and I am sad. Other times, I am really frustrated and angry.

Debbie Rifenbury of Oceanside, who recovered after 17 days in the hospital and six days on a ventilator, said she has trouble sleeping and experiences anxiety. People still are reluctant to come near her, even though doctors say she no longer has the virus.

Ive said this before, but I feel like a leper, said Rifenbury, 61, who has started phone sessions with a therapist and is looking for support groups.

The New York State Office of Mental Healths Emotional Support Helpline has received more than20,000 calls since it was implemented March 25, officials said.

Earlier this month, the state launched a free, six-week Coping Circles program that provides support and group therapy by video or phone, run by licensed mental health professionals. Officials said about 200 people have registered so far.

Lisa Penziner, a registered nurse and special projects manager at rehabilitation facilities operator Paragon Management, has startedPost COVID-19 Support Group on Zoom that is free and open to the general public.

The first session on June 16 drew 10 participants, with even more asking to join on July 8. Additional meetings are scheduled throughout the summer.

Im hearing from a lot of people who are depressed and still having symptoms, Penziner said. I thought it would be a good idea to get them together. They probably feel very alone.

Penziner reached out to Dr. Joanne Shea, a psychologist, to facilitate the group.

When they talked as a group, I think it was very comforting for them to know they werent the only ones feeling this way, said Shea, who is regional director for Long Island for CHE Behavioral Health Services.

For example, shortness of breath one of the symptoms many recovering COVID-19 patients experiencecan trigger anxiety, she said, just as low energy is associated with depression.

They want the emotional support and the decreased isolation as well as information from their peers, she said.

Shea said many of the participants were frustrated by the reports of people not wearing masks or taking the virus threat seriously.

When you go through such a traumatic, life-threatening situation and others are dismissive, that can be very painful, she said.

These support groups are different from group therapy sessions, Shea noted. Participants seeking individual psychotherapy will be helped with referrals.

Berardi said she plans to join the nextParagon Zoom support group.

Its such a great idea, she said. Im looking forward to knowing I am not alone in my feelings.

Sanderson and his doctoral students at Hofstra University have created a free self-help guide Coping with Fear & Sadness During a Pandemic, which is available on the clinics website.

He urged people to share the guide and pay attention to symptoms. Even minor symptoms can be a red flag if they interfere with someones ability to function.

The concern that we have is that reactions to COVID that are mild could turn into disorders beyond the pandemic, Sanderson said. Depression is a slippery slope down we need to help these people now to avoid a bigger problem down the road.

There are several free resources for recovering COVID-19 patients and anyone feeling the stress of the pandemic:

SOURCE: Newsday research

Lisa joined Newsday as a staff writer in 2019. She previously worked at amNewYork, the New York Daily News and the Asbury Park Press covering politics, government and general assignment.

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They survived coronavirus. Now they're getting help fighting anxiety, depression. - Newsday

Finding the right podcast is harder than it looks.

Yes, you can scroll through the top podcasts for the week or search for a topic youre interested in, but lets face it its rare that you find one that really engrosses you.

Thankfully for you, weve done some digging and found a podcast that is not only entertaining, but makes you think.

Were all familiar with traditional TED Talks, right? Yes, they are always so interesting, but in some cases, they require active visual participation, which is not great when youre on the move. So, what if we told you weve found the solution to such a problem?

This is where TED Talks Daily comes in the podcast that brings you all the latest talks in a snackable, audio format.

Join host and journalist Elise Hu for thought-provoking ideas on every subject imaginable from Artificial Intelligence to Zoology, and everything in between given by the worlds leading thinkers and creators.

TED Talks Daily will challenge and change your perspective, while igniting your curiosity. Whether youre interested in science or music, health or history, human rights or self-help, this podcast covers current societal issues from experts in the field in a digestible format.

Need more convincing? With episodes like How Dolly Parton led me to an epiphany from radio host Jad Abumrad, and 5 steps to remove yourself from drama at work from a corporate business initiatives consultant, allow yourself to enter the minds of some of the worlds most interesting and informative people, and learn how their experiences can help inform your own decisions.

So, if youre looking for the next podcast to truly immerse yourself in, then look no further than TED Talks Daily.

You can thank us later!

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How Can We Make Ourselves (And The World) Better? There's A Podcast For That! - WSFM

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Sometimes, helping a customer requires hanging up the phone and equipping them with your best automation and self-service technology.

When clients want quick answers fast, customer success managers from Austin tech companies FloSports and Khoros said they use automation tools like chatbots and self-educational resources like video tutorials and articles.

But these tools dont render the customer success team unnecessary. Instead, the CSMs said the extra time allows them to analyze data and determine the most important times to reach out to customers and employthe human touch. This technology also frees teams up to think about another business-critical task: scaling. Workflow tools like Salesforce and Gainsight come in handy with juggling a growing list of customers, giving CS teams access to reporting tools, usage activity and touchpoint reminders.

The most significant takeaway the following CS leaders had for Built In? Automation tools are supposed to assist the customer and keep them engaged with the product. If the client isnt seeing results from that technology, or has a situation too complex for the computer to solve, its time for the customer success team to step in.

Sandy Zepeda

Director of Customer Support

Sandy Zepeda, director of customer support, knows the main objective of her customers is simple: they want to watch live sports. Therefore, at sports streaming platform FloSports, sometimes an in-depth conversation about customer goals and pain points is unnecessary. Automated tools, like chatbots, sometimes do a better job at helping customers reach solutions quickly. If automation tools risk a positive experience, however, Zepeda said her team is always available for more complex questions.

When it comes to scaling your customer success team, what are the most important considerations and why?

One of my early areas of focus was to make sure we could scale the team successfully when live sports returned. Top of mind is always the customer service experience. In some cases, you can automate a process, but it may not be the best solution for a customer or the business in the long run. We want to balance experience, value and risk to revenue.

It makes sense to automate a process or provide a self-service option and limit human interaction when it does not risk customer experience and retention. It is also important to consistently measure the effectiveness of any scaling efforts and pivot as customer needs or business goals change.

We want to interact with our customers when it makes the most sense for them.

What tools or technologies do you use to make customer success more scalable?

One of the guiding principles we look at when implementing new tools and technology is how it will support the team and make their lives easier. At the beginning of this year, we moved our customer support team over to Salesforce, which refined our workflows, provided a better view of the customer, offered improved reporting and made it much easier for our team to get things done. This allowed us to integrate several of our other tools into one interface and streamline processes that were once cumbersome to one-click.

We are now looking to implement chatbots, more self-service account management features, one-click ticket reporting for technical issues and streaming issues, as well as a more robust support knowledge base, giving customers access to better tools and information. This allows our team to be more available for complex or sensitive issues where we want to spend more time working with the customer one-on-one.

How are you striking the right balance of automation and the human touch?

We want to interact with our customers when it makes the most sense for them. Most customers want a quick resolution to their questions so they can get back to watching sports. With that in mind, one of our recent endeavors was to measure how many contacts it takes to resolve each type of issue and then review which ones could be resolved with a knowledge-base article, a few easy troubleshooting steps or a new self-service feature.

We also love to run experiments. Most new ideas are run through A/B testing, so we can measure outcomes with different approaches before we roll something out completely. In some cases, this is testing an automated solution versus a human interaction to see which has the best outcome for both the customer and FloSports.

Martn La Rocca

Senior Manager, Customer Success

Senior CSM Martn La Rocca said scaling means focusing on business outcomes rather than customer growth at customer engagement platform Khoros. In order to accomplish this goal, CSMs provide customers with resources like articles and tutorials so they can best use the platform.

When it comes to scaling your customer success team, what are the most important considerations and why?

There are a few ways to think about scaling. We always want to have more people available and grow a team, but when considering the cost for our business, weve focused on scaling the most critical strengths of the team. Khoros is committed to a partnership without customers.

CSMs are particularly focused on business outcomes, so we scale this by making sure users have profound resources for more fundamental things in an easily accessible format, including hands-on product help.

What tools or technologies do you use to make customer success more scalable?

We utilize workflow tools like Gainsight. Additionally, a robust and easily accessible (e.g. in-app) knowledge base helps keep CS conversations focused on business outcomes, rather than on feature functions.

One unique way we scale strategicbusiness outcomes is by having a complimentary team of product experts who help individual users in hands-on sessions.

The highest-value live conversations tend to be around strategic business outcomes.

How are you striking the right balance of automation and the human touch?

Khoros operates with an information experience team that complements and empowers the work of customer success. This is the backbone of highly accessible self-service that is on-demand for users and accounts.

Our choice to automate versus have a live conversation hinges on creating an information experience where the conversation isnt a requirement, but rather an additional resource. The highest-value live conversations tend to be around strategic business outcomes.

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How to Scale Customer Success Without Losing the Human Touch - Built In Austin

Updated 7:51pm EDT, Monday, June 29, 2020

Photo: Michael Probst, AP

Domino's expands delivery options, home buying moves online

The outbreak of the coronavirus has dealt a shock to the global economy with unprecedented speed. Following are developments Monday related to the national and global response, the work place and the spread of the virus.

________________________

FOOD SERVICE:

Domino's Pizza is now offering carside delivery service, allowing customers to stay in their cars while one of the pizza company's workers delivers their order to them.

The chain said Monday that customers can choose the new contactless carryout option when placing a prepaid order online. It is available in U.S. stores.

When a customer places a carside delivery order online, they'll be prompted to add their vehicle color, make and model, which will be used to identify them when they arrive at the store. Customers can also choose where theyd like their order placed the passenger side, back seat, trunk or the option to decide when they arrive.

The parent company of Burger King, Popeyes and Tim Hortons says sales are improving even though most North American restaurants are only offering takeout and delivery. Restaurant Brands International said Popeyes same-store sales or sales at locations open at least a year were in the high 20% range in mid-June thanks to its popular chicken sandwich. Burger Kings U.S. sales, which were down more than 30% in March, are now flat compared to last year. Tim Hortons sales are still down more than 15%; about 10% of the brands restaurants in Canada remain closed.

U.S. restaurants saw fewer customers in mid-June as coronavirus cases surged in multiple states. Customer transactions at chain restaurants fell 13% from the previous year in the week ending June 21, according to The NPD Group, a data and consulting firm. That was softer than the 12% decline the week before.

It was the first time in two months that transactions didnt improve week-over-week. Restaurant transactions fell in Arizona, Florida, North Carolina and Nevada, all of which reported spikes in coronavirus cases. The U.S. restaurant industrys road to recovery is going to have some bumps along the way, said NPD food industry analyst David Portalatin.

SUPPORTING MOMS AND POPS: American Express said it will set aside up to $200 million to help spur spending at small businesses.

The program will consist mostly of a cash-back program for cardmembers. For every $10 an AmEx cardholder spends at a small business, they will get $5 back, up to $50. Like other credit card companies, AmEx codes each of its merchants in its system by size and industry, so the cashback will only work at small businesses.

AmEx is also setting aside $10 million that will go directly to Black-owned small businesses in the form of grants to help address the challenges they face due to racial and social inequalities.

BONUS ROUNDUP:

Amazon is paying out $500 million in bonuses to its front-line workers. The company stopped paying a $2 an hour bonus at the end of May.

Amazon said full-time warehouse and Whole Foods workers who were employed by the company in June will get $500, while part-time workers will get $250. Managers will get $1,000. Those who started a package delivery business with Amazon will get $3,000 and their drivers will get the same bonuses as the warehouse workers. Those who delivered packages for at least 10 hours using Amazons Flex service will get $150.

Home improvement chain Lowes is handing out another round of bonuses to its workers. The Mooresville, North Carolina-based company said Monday that full-time hourly workers will receive $300, and part-time and seasonal workers will receive $150 in July matching the funds provided to all hourly workers in both March and May. The new bonuses amount to $100 million in investment to its workers.

TRAVEL:

Several U.S. airlines say they are already asking or will be asking passengers about their health during check-in before flights. American, Delta, Hawaiian, JetBlue, Southwest and United said they will ask passengers if they have symptoms of COVID-19 including fever, coughing or difficulty breathing. The airlines will also ask if passengers have been in contact with someone who tested positive for the virus in the previous 14 days.

Travelers at Frankfurt airport, Germanys biggest and a major intercontinental hub, will be able to get an on-site coronavirus test before jetting off.

Airport operators, German carrier Lufthansa and medical research company Centogene are opening a walk-in testing center near the main terminal Monday.

CENTRAL GOVERNMENTS & BANKS:

Germanys parliament has signed off on a government plan to lower sales tax and provide more money for families that it is hoped will stimulate spending and help the economy as coronavirus restrictions are eased.

The lower house of parliament on Monday approved the plan to lower the countrys value added tax from 19% to 16% for a half a year, starting July 1. A reduced tax for food and other necessities will be lowered from 7% to 5% under the plan.

MARKETS: Stocks rose on Wall Street Monday, clawing back some of the ground they lost last week.

HOUSE HUNT: Home buyers dealing with serious health concerns or other issues can now use a new secure platform to bypass the traditional home selling process during the pandemic.

HomeQuickie.com announced Monday a system that automates the entire home selling process, providing access to the selling, marketing and closing tools that industry professionals use. The program offers full self-service options for a flat $1,495 fee or expert support for a 2% commission on the final sales price.

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Domino's expands delivery options, home buying moves online - The Pioneer

Written by Asad Rehman | Lucknow | Updated: June 27, 2020 10:28:59 am The PM received feedback from Tilakram, a resident of Rakhauna village in UP, regarding the benefits of government schemes the latter and his family is receiving.

Prime Minister Narendra Modi spoke to several people across six districts of Uttar Pradesh via video-conferencing on Friday, as part of the Atmanirbhar Uttar Pradesh initiative. Snippets from some of the conversations:

Bahraich

A beneficiary of the PM Awas Yojana, Tilakram, a resident of Rakhauna village (around 49 km from the district headquarters), blessed Prime Minister Narendra Modi to lead the country for the rest of his life. The PM received feedback from Tilakram regarding the benefits of government schemes the latter and his family is receiving. Work on laying roof at his house was under way when the PM spoke to him. He expressed gratitude for the Rs 1.20 lakh given by the government. He told the PM that he used to stay in a hut and it used to be a struggle during rain. The PM told him to ensure that his children get an education.

Gorakhpur

Nagendra Prasad, a resident of Tikariya Khor village who used to work at a steel factory in Ahmedabad, had returned to his village on April 29 after the lockdown was announced. After completing his quarantine period, he took a loan of Rs 1 lakh from a Purvanchal Gramin Bank under the Mudra Yojana. He bought two buffaloes with that money and started business of supplying milk. He told the PM that he was making Rs 375 daily.

Gonda

The PM spoke to women working at a self-help group in Gonda districts Kamlapur village. The PM praised the efforts of the head of the group, Vinita Pal. He also praised the work being done by the women and said it was inspirational for others, too. The group had established a nursery in the village during the lockdown. The move has helped them earn a substantial amount of money. The women were encouraged to work harder after speaking to the PM. The groups women are becoming self-sufficient by also being involved in pisciculture, cultivation of flowers and vegetables.

Siddharthnagar

PM Modi spoke to a migrant worker, Qurban Ali, who used to work as a mason in Mumbai, in Kodra Grant village. The PM asked him what kind of work has Ali received as part of the state governments initiative to provide employment to migrants who returned to the state. He told the PM that he is working as a mason in the construction of a public toilet in the village. Ali also thanked Uttar Pradesh Chief Minister Yogi Adityanath for the work he is doing to ensure employment for migrant workers.

Jalaun

The PM spoke to a migrant worker, Deepu, who used to work at an aluminum unit Hyderabad before he came back to the state owing to the lockdown. He told the PM that he has been provided employment in the construction of the Bundelkhand Expressway. He expressed satisfaction over the money he is earning through the construction work.

Sant Kabir Nagar

The PM spoke to two self-employed persons in the district and urged them to pay their loan installments on time. He expressed happiness that the two entrepreneurs have helped in providing migrant workers employment. He spoke to Amrendra Kumar Rai, who owns a food production unit in the district and had taken a loan of Rs 25 lakh and has employed 12 migrant workers. He also spoke to hosiery unit owner Ramchandra Verma, who took a loan of Rs 11 lakh.

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In PMs list of 6: migrants, self-help group members and entrepreneurs - The Indian Express