RingCentral Video Meeting Transcript Jan 8, 2025 PDF

Mitch Ybarola | Jan 08, 2025, 9:32:49 AM You want me to record the session Rafael Rodriguez | Jan 08, 2025, 9:32:50 AM Right. Uh yeah, yes, just in case at least use the portion of the train. Mitch Ybarola | Jan 08, 2025, 9:32:53 AM Or just, okay. Rafael Rodriguez | Jan 08, 2025, 9:33:00 AM T...

Mitch Ybarola | Jan 08, 2025, 9:32:49 AM You want me to record the session Rafael Rodriguez | Jan 08, 2025, 9:32:50 AM Right. Uh yeah, yes, just in case at least use the portion of the train. Mitch Ybarola | Jan 08, 2025, 9:32:53 AM Or just, okay. Rafael Rodriguez | Jan 08, 2025, 9:33:00 AM Thank you. All right. Thank you, everyone. That is here. Happy Wednesday, and welcome to today's training. For just request. We're gonna, you know, address file line process mapping. This is for not really help us to address some situations that we have been experiencing across departments. This is going to be a four weeks training. I hope to make this session you know, like 15 minutes or so the presentation are gonna be really short but also there's gonna be training material that you know it's encouraged that you read or watch from your end at the same time. You're gonna be even access to certain features on following if you want to explore them. Which has a custom editor that will allow you to modify file line and a specific file that we have prepare for this training. So you have a, you know, an idea Hands On Experience on how to work with following and the reason is, although Rafael Rodriguez | Jan 08, 2025, 9:33:54 AM It is really important to understand the tool that we're using. It's more for you to understand how the process can be implemented using these two. Okay. So, like I said, it's gonna be for weeks. It's gonna be really short and we're gonna start. The whole training is gonna be process, mapping and case management software optimization. So pretty much using Powerline in our benefit and improve what we have in place, this is not a one-time thing. This is not something that you do once, and you forget About it is actually something that especially the people that has OC experience or operations experience and also the managers know once you implement something you need to go back and review it so it makes sense. All right So the four weeks are gonna be, you know, divided like this every Wednesday in the morning. I'm gonna do a quick presentation or someone, you know, with experience in public representation pretty quickly is going to be foundations of valvan CRM. Basics click on Weeds is when you have a little bit more of experience and, you know, exposure to the Future that have to offer you and you can play with them, I'm kind of Gonna Give You scenarios that you can try from your own and you can see what other people is doing. This is not a test. Rather is more of you testing and doing from your own. If you have one hour, two hours is not that complex to be honest. Following is not a complex, it's really easy to do and you're more than welcome to you know our friendship station with detecting to do it. We treat is going to be more about that the management Matrix distribution and weak for is going to talk about processes. Rafael Rodriguez | Jan 08, 2025, 9:35:28 AM How much is super important and it's really going to help you to link both you know, training. And the process training is going to really help you to understand. Why are we doing what we're doing and how to make it efficient, if would a fish? I don't mean to skip steps or anything like that. Actually, for everyone here, in this meeting is just Save you some time that you can either delegate automate or facilitate the world, so you can view it and you don't spend so much time, you know, reviewing yourself. One of the things that as managers leaders supervisors HR analysis, you spend a lot of time. It's probably just reviewing the people are doing what they're supposed to do. I just spent a lot of time doing it. Something means the process, you know, you need some tweaking. Rafael Rodriguez | Jan 08, 2025, 9:36:17 AM So, Learning from experience. This is an experienced that recently happened. I'm just gonna go through it to explain what happened and what can be improved and the new proposal that we have for it, right? So this is what you already know or some of you already know. It's the recorded statement section. So in front of you you have what is the following section of the request statement? Some of you already receive this training from Justine and I'm just repeating it. So you know, for the rest of the team. So does anyone see something? Wrong with this section, anyone that you want to see, you want to improve something that doesn't make any sense. I'm letting you annotate so you can just select and tell whatever you are looking. That is not, you know, or you will think could be better. Rafael Rodriguez | Jan 08, 2025, 9:37:07 AM Nikka. And the burn Brazil. Something that you want to comment about infection. Andy Hijar | Jan 08, 2025, 9:37:20 AM Oh sorry, Ralph I'm looking at it. Um, I guess if you want to report pool, the fact that there's too many words there in the specific request witness recorded statement is not that efficient. That's one. Rafael Rodriguez | Jan 08, 2025, 9:37:35 AM Thank you, Andy. That is a great point. The lack of standardization here. Makes difficult when you're pulling reports to see what's going on. That's one just mean. Do you want to try? Bernie's mentioning the comments lack of that other requests. Yes, who are you recording the statement from? What is the phone number? That is a great point. Thank you, burn. Rafael Rodriguez | Jan 08, 2025, 9:38:03 AM Anybody else? And Guyana. Yazmin Chavez | Jan 08, 2025, 9:38:09 AM Like, yes, if you click, yes, on the feminine recorded statement. Can you also upload the file there? Rafael Rodriguez | Jan 08, 2025, 9:38:16 AM Hear know there is a specific section to storage the data. I'm going to show it in a moment, this is just kind of like the request. So, For people in the cases. You know that sometimes we have multiple record statements. So how do you know if you have more than one? This is not a good way to do it. So, as I mentioned, you know, This is everything that I mentioned, what you have multiple Witnesses, what is the request information? If you have multiple tasks, however, you want to make sure that every statement is completed. Okay, so this is just a few pointers. Now we have another tab called evidence collections. This is gonna be the repository or they place where you can search the information. So, same exercise. I don't know if anyone wants to mention really quick, something that you don't see or that you think could improve it. Andy Hijar | Jan 08, 2025, 9:39:15 AM Up just a note Rafa in the other one. One issue is that you cannot know if there are more than one request for witness statement. Is that what you just said? Rafael Rodriguez | Jan 08, 2025, 9:39:28 AM Yes, because once you create it out of tasks, that is this one. You only get one task, but let's say that you have three statements here, you only get one task for three statements. Andy Hijar | Jan 08, 2025, 9:39:33 AM Mm-hmm. Andy Hijar | Jan 08, 2025, 9:39:40 AM Isn't the instruction to trigger it and then reset it. Her witness statement. Rafael Rodriguez | Jan 08, 2025, 9:39:46 AM Yes, but that is room for error. And that's what we're trying to enhance here. A little bit but you're right. That was the previous instruction. Andy Hijar | Jan 08, 2025, 9:39:54 AM Okay. So then it was trackable but it it gave room for error basically Rafael Rodriguez | Jan 08, 2025, 9:40:01 AM Yes. Correct. Andy Hijar | Jan 08, 2025, 9:40:03 AM Okay. Rafael Rodriguez | Jan 08, 2025, 9:40:07 AM I think you only so anybody else wants to try? Carrying Gaia. Carlos. Rafael Rodriguez | Jan 08, 2025, 9:40:25 AM All right, well in this case, I don't know. If you notice again, this is the repository for the data gets storage. We don't have the information of the witness and we only have blank Fields. So even if the instruction says that you need to analyze review or give some type of opinion about that statement we're just not doing it right. The bottom of this table. We have again the same situation and although it says obtained, something that Andy was mentioning you are supposed to reset the task for each statement. Right now the issues. It's hard to track. It's not impossible but it's really hard to track every time that you get a new Rafael Rodriguez | Jan 08, 2025, 9:41:02 AM Right. Some of the issues that you might encounter is that, even if you have one task for it that in most children requests, they might only complete only two, And there's no way if they're not putting in the collection, stop to make sure that they are trying or attempting the tree. So just a few pointers. The first step is to request the second tab is the storage the tracking. Although it's there gives room for error and requires at least two reports to review all the information, Okay? So Now, there is a new proposal really quick saying, and this is actually going to start a look, a lot like the man stopped if you pay attention, there is a request section. There is a completion section and there is a follow-up section. So you can have all three, you can have the trigger. Rafael Rodriguez | Jan 08, 2025, 9:41:55 AM Who is requesting the task and why you can have the tracker? How many attends are trying to go back? How many attendants are you trying? You can storage the outcome in the same table and it's everything reportable because it's just one tap, meaning that you can export, just one report that should make your life easier. Now, for a spot on audits, this is used the reviews. Then Loops iterations. How often are you reviewing the system? To make sure that it's happening? It's working. You shouldn't be doing it every day but you shouldn't be letting it fast. Every soft thing you're supposed to review the system and make sure that it makes sense. Again, one report will provide all the information, the number of requests attempts and efficiency. These are just a few examples, the average days of completion, you don't have this directly from the report or you can calculate this. The average attendance first statement and any training opportunities with the people requesting, the statement gives or has a different expectation of the statement maybe we're feeling to identify the weakness or the other way. Around the person performing the statement is not doing a good job. This is all the analysis that you can do or you can infer from the report that you think this takes time but you know that Rafael Rodriguez | Jan 08, 2025, 9:43:13 AM Now, until here, does anyone have a question comment or concern? Andy Hijar | Jan 08, 2025, 9:43:26 AM I'm reading. Rafael Rodriguez | Jan 08, 2025, 9:43:27 AM But yeah, okay. Andy Hijar | Jan 08, 2025, 9:43:41 AM Okay, cool. No questions. Rafael Rodriguez | Jan 08, 2025, 9:43:43 AM Thank you. All right, so now we're gonna move a little bit of what is going to be the problem Basics. And like I said, I'm trying to keep these training short because I'm gonna give you some, you know, reading material and some videos that you can watch and also access to the following so you can play with it. So what is the what I'm calling basic power and stuff. What can you do on the back end, is the customers I mentioned those 10, create the fields that had been changed the deadlines, don't you settle for certain departments such as maybe litigation for both departments? And even kids managers you can template and even hold some documents must update. Let's say that you want to keep an attached for all your team members or certain team members, certain type of cases, x, y and C. You can do it this way through file line and track it. Instead of just going one by one of the question. Your drink, your team to RingCentral Rafael Rodriguez | Jan 08, 2025, 9:44:38 AM The reminders I'm going to talk about that later. A fusion report is just template report if you want a report that gives you certain information and remake some calculations or Works in a certain way, this is the way to do it. So even if you put enough work on it, you already have. Rafael Rodriguez | Jan 08, 2025, 9:44:56 AM An outcome deliverable. Automatically from following. This is the future report. I'm strongly. Encourage everyone to read it. That manager, this is for hashtag, certain departments, have hashtag, they really help to track certain things, but that's the abilities. I like this one and I think we should be using this more often, let's say that you have a team member that for some reason is no longer in the office and you need to reassign every single task instead of reassigning manually, every single task or running, a report, you can go to the back of our mind transfer task from my team member 8 to team member B. Okay, so this is quite simple, it takes 30 seconds and every single tackle to transfer. The roles. I mean, that one And assigning roads. This is for specific processes or tasks. Rafael Rodriguez | Jan 08, 2025, 9:45:46 AM And the task close. That's what you have seen them. It's the automated ads that appears in certain phases, the automatic appears when you click a button. So stupid, when you close the first task, You are familiar with this and it's super easy to set up. Okay. So how it's gonna look if you go to the the sandwich on the top left corner at this moment, I haven't give you access yet, but I'm gonna give you through the day. If you go to the top left corner, you're gonna see three lines, you click on them, go to Advanced and you should have access to everything that is under the boat. What I strongly recommend you to review or to play with the custom intro. They must update. The the fusions but I will advise you you know to have someone to explain to you. That requires a little bit more context and pretty much everything that is in green, okay? It's super easy to do. This is our juices step of the processes. Rafael Rodriguez | Jan 08, 2025, 9:46:50 AM Okay, now, although You're Gonna Play involving I always recommend and more than the comment. I encourage you or to map out what you are trying to do mapping out even if it's just a simple table, whatever. Blank paper or a pain document, whatever it is. It it's really gonna help you to understand what is going to be your trigger. When is the process starting? What are the steps? And then when you need intervention and what steps of the process do you want to review? Okay. So you can add certain features in file and here or here or here that are gonna tell you what is the process or the step of the process, the progress of that specific task. And if it's in time, So, if you have a visual representation of how it works, you can see it. Rafael Rodriguez | Jan 08, 2025, 9:47:40 AM Another example is this one from the referral Department that I borrow from Jasmine? If you see we have roles in both that we're talking about roles and you can see the process moving left and right from left to right, you have a trigger some conditionals for each task. A role that it's a sign to a specific person and an outcome and aftermarket. What you are supposed to do after, are you supposed to review? Are you supposed to do follow-ups? And you're supposed to do x, y, and c and everything. Should be able to be pulled up from 59 in a report basis. Again, it looks complex, but talking about projects and processes everything and every single step of your department. It's a process sometimes. What we struggle is to divide it from intakes to marketing to Medical negotiations is just number one, receiving a call that your trigger. Number two, input it in a software likely token or calling the client, once the case settle, that's your trigger. You just need to see down and drive for the main task for your department. And then you can see or you can try to do Rafael Rodriguez | Jan 08, 2025, 9:48:47 AM A map out of it. Once you have a map, you can see the bottlenecks. And now we're talking about efficiency without doing that much, or maybe putting some work right now. You will have the tools to see what are the bottlenecks in the future and what's step of the process required during intervention. What's up with the process can be enhanced? And if you need help, well, there's multiple people in the office that has a lot of experience with Something material. I'm gonna send all of these via email to the people in this meeting. These are readings, the first six. Each is like five or six minutes reading. This is support material for when you're playing with valine number seven. And number eight, those are videos. And it has a crime how to access file by University. Public university is really easy to do is, it's already in your file line. You can access it. I want to share this statement, but when you're playing with father and I strongly advise you to read this five or 10 minutes early, I think you just spend maybe tournaments a day or less. You will really start to understand and enjoy following and when it comes to the process mapping you're going to be able to know and not take you know bees from other departments like no this is not doable, it is doable. We just need to find a way and father has several ways or civil, you know, phones to do things. Rafael Rodriguez | Jan 08, 2025, 9:50:13 AM Um, yes, I meant. This is gonna be simple again. I'm gonna refine you via email. Just identify a department specific process and break it down into this component. Like I said, I'm just gonna give an example, the case managers and doctors, they have the second intake whenever they receive a case, that's the trigger, they need to call the client and perform as a second intake that involves, you know, specific questions specific portions of other and they need to be filled out. And then, you know, to meet a note in file line, all of that. That is just a simple process that you can map out. Don't look for anything really complex. The simplest process that you can think about this is really going to help you to play with PowerPoint. Number two read or watch the material, number three, explore the custom editor section. Rafael Rodriguez | Jan 08, 2025, 9:51:03 AM And probably by the end of the week. If not early next week, take team is going to do a 5-minute training, you know, how it looks or crying. Now, I'm just gonna show you Again. Once you have access to it, You click on the sandwich, on the top left corner to advance. Custom editor. You're only gonna have the technology organization. And what is called? Rafael Rodriguez | Jan 08, 2025, 9:51:36 AM Give me one second. I thought I created but I'm testing ground. You're only gonna have this and you're looking for testing on Here, you can do whatever you want and it's gonna be reflected on 51. You can create a project for your own, if you don't know how you just, go to new project. Technology. And you're going to have testing ground. Rafael Rodriguez | Jan 08, 2025, 9:52:04 AM It's not going to have anything because it's it's 100% a new project. Actually people are not gonna be able to watch it until you create something. So, you see use the activity feed. While you have the custom editor, you can create a section Section can be for whatever thing. And again the readings are really going to help you about this. But and I'm just gonna do an example. You can create whatever feel. And it's going to start appearing. Now what I do is I use refresh, you don't have to do anything else and they Change is Gonna Be Live on following. So it takes Three four. Take 15 seconds to do it, okay? So for now that's pretty much it just you know, sit down take 10 minutes 15 minutes think for one task that you're doing in your department and break it down into its basic components, you know, if you need to make a call if you need an email, if you need to do this or that and then you can play with the custom error on Powerline, you know, you can do a lot of things on following. That's really gonna help you to keep track of it because this is not only for you. The idea of all this training is to make life easier for you, for your department, to give you time to review, whatever you have to review and I'll do it. Might look like more work at the moment, believe me that the ultimate goal is to give you some rooms, some freedom, and some free time so you can be on top of your department and assist you know whether you have been doing Rafael Rodriguez | Jan 08, 2025, 9:53:37 AM So, That's pretty much from my end at the moment that was introduction from for the training before we stop the recording. This anyone has a question or comment or a concerned Andy Hijar | Jan 08, 2025, 9:53:56 AM All of this will be recorded, right? Baba. Rafael Rodriguez | Jan 08, 2025, 9:53:56 AM Okay. Yes, all of this is gonna be recorded the four weeks of the training organization and give us to the recording, the transcript, and all you want. But you just, you know, if you have any question again, if you want to set up a time with the tech team to use, you know, Um, play a little bit more with following, you're gonna have access and you can, you know, reach out to carrying Stony Island or myself. But if there are no questions, that will be it from my end, you can stop the recording knowledge. Andy Hijar | Jan 08, 2025, 9:54:33 AM Thank you, Rapha. Justin Farahi | Jan 08, 2025, 9:54:36 AM Hi Rafa. Anything, you want me to ask? I just came in. Rafael Rodriguez | Jan 08, 2025, 9:54:37 AM It just in. Justin Farahi | Jan 08, 2025, 9:54:40 AM Good morning, everyone. We had to evacuate last night because of the fires. It's going to show over here. So Love you. And thank you this from many people. Rafael Rodriguez | Jan 08, 2025, 9:54:41 AM Um, I hear crazy. Andy Hijar | Jan 08, 2025, 9:54:47 AM I'm sorry. Justin Farahi | Jan 08, 2025, 9:54:53 AM So anything you want me to discuss? Rafael Rodriguez | Jan 08, 2025, 9:54:54 AM Yeah. I just, you know, we went over the basics of Albany if you want to mention what is important to map your processes? Like from your experience. How does it save you time? You know to have reporting. Justin Farahi | Jan 08, 2025, 9:55:08 AM Did you do the, did you do the exact training from yesterday? Rafael Rodriguez | Jan 08, 2025, 9:55:13 AM Yes, with pictures on everything. Justin Farahi | Jan 08, 2025, 9:55:15 AM Okay. So just a reminder guys, you know tabs they can be a lot of tabs because those are quick to navigate what there shouldn't be is just everything and anything you need put into one table. Right? And I know the tabs system is going to have to get its own level of organization as well. But for example, you know, property damage probably needs four or five tabs of its own property. The image should not be reduced to One Tap. Right. And that's okay there's nothing wrong with that you know, case management needs probably three or four tabs medical you know the medical team probably needs two or three tabs. And there's nothing wrong with that. What matters to me most is that you can run a clean report. So everything you guys do should be done with the eye of how will this look when I run an automated report? Justin Farahi | Jan 08, 2025, 9:56:13 AM Right. Is it going to look clean? Is it going to be easy for me to navigate because your reporting is more important to me than anything? Because as what Rafa showed you if I can't see. So everybody saw the recorded statement function, you can't see how many requests were made, right? Right. Is you hear me? Gabriela Hijar | Jan 08, 2025, 9:56:37 AM All right. Yeah. Andy Hijar | Jan 08, 2025, 9:56:37 AM Right. Justin Farahi | Jan 08, 2025, 9:56:39 AM So, if I can't see how many requests were made, how can I find my success rate? And even worse. I'll tell you guys what's even worse is I am getting a success rate report. Which tells me how It's being presented to me as. The success rate, right? It's not there's no asterisk on it. That says, we completely fucked up the way we monitor it. There's no asterisk attached to it. That says, we hope this is the right request rate because we're relying on the person. Who's getting the requests to monitor their own success rather than it's the person who is making the request that's monitoring. The person that is completing the requests. So, I'm getting reports that tell me what the success rate is, but I guarantee you there 100% wrong. Right? Because of the way the system was built. So what's worse than got not getting a report, is getting a report that tells you everything's going great. When in fact, they are not Justin Farahi | Jan 08, 2025, 9:57:47 AM And that is the single most scary type of report is one that's presented to me as factually accurate. That is. Actually accurate and very positive. And it turns out to not be factually accurate whatsoever. Marred by conflicts of interest monitored and managed by the very person. It's supposed to Monitor and Justin Farahi | Jan 08, 2025, 9:58:14 AM That's I mean it's so many levels of wrong, I mean it's every level of wrong, right? That's you know, when government we call that checks and balances right in management, we call it, you know distribution of workload or across departmental management, you know, PD makes a request of case manager, intakes makes a request of you know. PD, you know, intakes request things of, you know, multiple departments in the whole point is so they can monitor their success and failure and if that's not properly built out they have no visibility and they just accept it a month later. When you guys say yeah, everything's going great, we have 100% success rate. So you don't why? At least maybe you do. I don't fucking have a clue. I can't tell. I can't see it. I have no visibility. Justin Farahi | Jan 08, 2025, 9:59:02 AM That makes sense. Andy Hijar | Jan 08, 2025, 9:59:05 AM It does. Justin Farahi | Jan 08, 2025, 9:59:10 AM All right. All right. Rafa Create a quiz. And at the end of the quiz of survey on how they enjoyed this presentation, And then you and I we recorded this, we have the transcript for this. We can create handouts training material and everything else for this. But the quizzes is very important. So if you please create one today. Rafael Rodriguez | Jan 08, 2025, 9:59:30 AM Yes, not just Justin Farahi | Jan 08, 2025, 9:59:33 AM Thank you very much. All right Rafa, give me a call after this meeting. Bye guys. Rafael Rodriguez | Jan 08, 2025, 9:59:36 AM Yeah, thank you everyone. Thank you for your time. Toni Fernandez | Jan 08, 2025, 9:59:38 AM All right. Thank you. Gabriela Hijar | Jan 08, 2025, 9:59:38 AM Thank you. Cassandra Hernandez | Jan 08, 2025, 9:59:39 AM Thank you.