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Notes & SPS Templates

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Norm Rasmussen
2022-12-16 15:50:08 -05:00
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CustomerNotes/Papa.md
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@ -222,3 +222,30 @@ DONE: Decide on Slack Channel for Papa Onboarding.
TODO: Create Support Slack channel with Tracy and Courtney as support people
TODO: Manager access for everyone on the call with a single course assigned to them.
## 12/15/2022
### Checking with Other Papa Teams
Chapin - Director in Marketplace Operations Team
There since May, fairly new to Papa
Responsible for Pal engagement
Before he started, there was little talk about Pal engagement
Running out new items and metrics for engagement
Pal education is now his responsibility.
Legacy Coursework in Northpass
Northpass is linked from a resource on Papa
Currently it is a light set of criteria to be a Pal - age, background check, healthcare experience is not needed.
Pals join a lifecycle path.
Metrics: Understanding who completes what courses and connecting them to Pal value and LTV. Trying to understanding if these courses are enabling PALs to be more successful.
Reduction of tickets would also be nice.
Huge opportunity to retain PALs more.
PAL NPS is top of mind - it has been trending up, but it trended down this month.
Not sure why, PALs might say one thing.
"Admin" Homemade CRM for PAL information.
Implementation call for 60 minutes, 2nd week of January.
9-13th
Ask who else should be on the call.