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Enhance UTO Customer Communications


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Summary: 

Review and update automatic messages that are sent to customers to ensure that they are delivering consistent, clear and positive messages.

Current status (5/15/2009): The CRM messages have been removed from the scope of this project.

Start Date: 
December 11, 2008
Go Live: 
May 15, 2009
End Date: 
June 1, 2009
Current Milestone: 
5/15/2009 - Update forms.asu.edu messages
Project Plan: 
Project plan
Stage: 
Complete - In operation and supported by UTO.
People
Sponsor/Champion: 
Adrian Sannier, Vice President and University Technology Officer
Lead Customer: 
Mary Covington
Project Manager: 
Leema Lallmamode
Contact for more information: 
mary.covington@asu.edu
Associate VP University Technology: 
Sarah Hughes
University Technology Director: 
Mary Covington
More Info
Source: 
Internal
Priority: 
High
Scope: 

This project will be reviewing and updating (as needed) all automatic communication(s) that are sent to customers.  The areas that we will be specifically reviewing include:

  • CRM
  • Network Outages and Change Management
  • PeopleSoft

The goal is to have all automated communication from UTO to our customers:

  • Communicate a consistent message
  • Be clear and understandable
  • Be positive

 

All Milestones and Schedule: 
  1. 3/15/2009 - Determine list of messages that need to be updated. Complete.
  2. 4/1/2009 - Update CMS messages. Complete
  3. 4/22/2009 - Update Peoplesoft security messages. Complete
  4. 5/15/2009 - Update Forms.asu.edu messages. In progres
  5. 5/15/2009 - Update CRM messages.
Deliverables: 

(1) List of messages to update and the new format for each message type.
(2) For each message type, the new format is now being used.

Risk & Threats: 
  1. For performance reasons CRM is using a universal template for all business users. This means that we may not be able to change the templates without gettting consensus from the group.
  2. Messages have to be reviewed by Adrian, who is very busy and may not have time to review them according to schedule.
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