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Gainsight/CustomerNotes/SPSCommerce.md
Norm Rasmussen 1535e7a3f1 todo script finalized
2022-10-26 16:09:10 -04:00

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SPS Commerce

Todo Lists

[X] Check in on workflows in a few weeks

  • Connect Kayla and KJ for Analytics sync
  • Ask if we can do a Trial of Enterprise Workflows Hard to make a call on the value 1. on the internal use, as it isn't totally needed and 2. see how they want to connect external systems.
  • Send product subscription plan features

Three years ago renewed after going out into the market and tested other systems "Folklore of SPS"

What other shortcomings are Workflows a bandaid for? * Analytics being a good example * How does the shortcoming affect renewal? * What can be done about enrollments? What is the trigger for SPS to enroll in new courses?

Enterprise Workflow, where do they want to connect it to externally?

10/12/2022

  • Include in analytics meeting: Kathleen Olson: kmolson@spscommerce.com
  • Norm to reach out
  • Question from Kayla:
    • Someone requested asking about the SCA and a specific course
    • Lippert Inc is the customer
    • Requested data pull in training
    • Pulled an excel of SCA and found duplicates in the list.
    • The next column shows "Attempt Number" and she thought that was total number of attempts
    • Instead, the "duplicates" are actually the actual attempt number.
  • SCA is Kayla's favorite analytic
  • Why is Lippert asking for this? What will they do with it?
    • Lippert is a retailer of theirs
    • They would like to drive engagement of their suppliers
    • Coincides with a big marketing initiative
    • Increase training availability
    • YTD Engagement, overall/aggregate of who is enrolled in that course
    • Engagement can mean a few things
      • Overall course completion is helpful
      • But number of people at various % through the course is also interesting
      • Lippert asked for "a little more detail" unsure what that means
  • Course = Lipper Fulfillment
  • BUT, there could be people enrolled in the course that are not involved with Lippert
  • They currently do mass enrollments, managed by their one-to-many customer service team
  • There is a Lippert Component group that could further deliniate the number of people that should or shouldn't be in the group
  • Last week when Kayla pulled the SCA, it said 509 enrollments. Today, it says 51.
  • ISSUES: David Morrical shows 3 attempts but in MCA does not show anything
  • SCA shows two Groups, MCA shows one - Lippert Components Inc and Lipper Components, Inc.

10/26/2022

Analytics Meeting with Kathleen Olson + Matt + Kayla

  • Kathleen has been focusing on engagement
  • Completion is not super important
  • Struggling with wiping of metrics after updating a course
  • Some confusing with attempts? If they update the course what happens to metrics of previous users.
  • Kayla pointed out that for free-form courses, if people are just clicking around via table of contents, then they could be engaged, but its not being logged.
  • Matt: he has told NP many times that the dependance on the continue button is too high.
  • Matt would be more interested in an "activity view" type analytic.