SayPro Scope of Work: Reporting and Analytics

SayPro Monthly January SCMR-5 SayPro Monthly Classified Support Tickets: Implement a support ticket system for user inquiries by SayPro Classified Office under SayPro Marketing Royalty SCMR

Objective: The primary objective of this scope of work is to implement a feedback system for users to rate their satisfaction after the resolution of their support tickets, as part of the SayPro Monthly January SCMR-5. Additionally, the scope includes the implementation of a support ticket system for user inquiries under the SayPro Classified Office and SayPro Marketing Royalty SCMR.

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1. User Feedback System Implementation:

Overview: This section focuses on developing a comprehensive feedback mechanism that allows users to rate their satisfaction after their support tickets are resolved. The feedback will be used to gather insights into the efficiency and effectiveness of the support team and identify areas for improvement.

Tasks:

• 1.1. User Satisfaction Rating System:
  • Develop a post-ticket resolution survey where users can rate their experience with the support team. This survey will include:
    • A 1-5 star rating system for overall satisfaction.
    • Optional open-ended feedback where users can elaborate on their experience.
    • Specific questions addressing key aspects of the support process, such as:
      • Timeliness of response.
      • Quality of communication.
      • Effectiveness of the solution provided.
    • Ensure that the feedback system is easy to access and fill out after a ticket is closed.
• 1.2. Notification System:
  • Set up automated email notifications to alert users when their support ticket is resolved and provide a link to the feedback survey.
  • Include a gentle reminder for users who have not yet provided feedback within a set time frame (e.g., 48 hours).
• 1.3. Data Collection and Storage:
  • Implement a database system to store user feedback, ensuring that all feedback data is securely stored and easily accessible for analysis.
  • Collect the following data points:
    • User ID (to track satisfaction over time).
    • Ticket ID (to link feedback to specific support tickets).
    • Rating score.
    • Any additional comments or suggestions.
• 1.4. Analytics Dashboard:
  • Develop an analytics dashboard to provide support managers with an overview of user satisfaction trends. Features include:
    • Visualization of average ratings over a defined period (e.g., monthly).
    • Breakdown of feedback by support agent or team.
    • Analysis of open-ended feedback, using text analysis tools to identify common themes or issues.
• 1.5. Reporting:
  • Generate monthly or weekly reports summarizing user satisfaction across various metrics.
  • Create a report for internal use detailing how the feedback is being used to improve the support process and whether any actionable insights are being acted upon.

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2. Support Ticket System Implementation:

Overview: This task involves the implementation of a support ticket system to manage user inquiries effectively. This system will be integrated with the SayPro Classified Office and the SayPro Marketing Royalty SCMR, enabling users to submit, track, and resolve their inquiries efficiently.

Tasks:

• 2.1. Ticket Submission System:
  • Implement an easy-to-use interface for users to submit their inquiries or issues. This could include:
    • A web-based form with fields for issue description, contact information, and ticket priority.
    • The ability to attach relevant files (screenshots, documents, etc.) to aid in the resolution of the issue.
    • A CAPTCHA or similar security measure to prevent spam submissions.
• 2.2. Ticket Routing:
  • Set up an automatic routing system to direct tickets to the appropriate department or support agent based on predefined categories (e.g., technical issues, billing questions, general inquiries).
  • Implement ticket priority levels (low, medium, high) to ensure urgent issues are addressed first.
• 2.3. Ticket Tracking System:
  • Allow users to track the status of their tickets in real-time through a dedicated user portal.
  • Provide updates on ticket status, such as “In Progress,” “Awaiting User Response,” and “Resolved.”
  • Include automated notifications to inform users when their ticket status changes (e.g., when the support team has responded or when the issue is resolved).
• 2.4. Integration with SayPro Marketing Royalty SCMR:
  • Ensure that the support ticket system is fully integrated with the SayPro Classified Office under the SayPro Marketing Royalty SCMR.
  • Synchronize user data between systems to maintain consistency across platforms.
  • Allow the marketing team to use the ticket data for reporting and promotional purposes, as needed.
• 2.5. Escalation Process:
  • Implement an escalation process for tickets that remain unresolved for extended periods or are marked as high priority.
  • Ensure that unresolved or escalated tickets are flagged for higher-level review by senior support staff or management.
• 2.6. Reporting and Analytics:
  • Develop reporting features to track key performance indicators (KPIs) related to the support ticket system. These may include:
    • Average ticket resolution time.
    • Number of tickets resolved within SLA (Service Level Agreement).
    • Ticket volume by category or department.
  • Implement a dashboard that provides insights into ticket trends, common issues, and areas that require additional resources or improvements.

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3. Integration with Other Systems:

Overview: The feedback and support ticket systems must be integrated seamlessly with existing systems within the SayPro ecosystem.

Tasks:

• 3.1. System Compatibility:
  • Ensure that the feedback system integrates with the current SayPro CRM and user databases.
  • Align the ticketing system with existing customer relationship management tools for a unified experience.
• 3.2. Single Sign-On (SSO):
  • Implement Single Sign-On functionality to streamline the user experience. Users should be able to submit tickets and provide feedback without needing to log in multiple times.

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4. Timeline and Deliverables:

Timeline:

• Phase 1 (Planning and Design): 2 weeks
  • Define system requirements, user workflows, and integration points.
  • Create mockups for the user feedback survey and support ticket submission forms.
• Phase 2 (Development and Integration): 4 weeks
  • Build the ticketing and feedback systems.
  • Implement necessary integrations with existing SayPro systems.
• Phase 3 (Testing and Launch): 2 weeks
  • Conduct user acceptance testing (UAT).
  • Address any bugs or issues identified during testing.
• Phase 4 (Post-Launch Support): Ongoing
  • Provide ongoing maintenance and support to ensure smooth operation of the systems.

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5. Expected Outcomes:

• Increased user satisfaction through the ability to easily provide feedback after ticket resolution.
• Enhanced support team performance by identifying areas for improvement through user feedback.
• Streamlined management of user inquiries through an integrated support ticket system.
• Improved insights for decision-making based on data collected from user feedback and ticket performance.