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Gainsight/CustomerNotes/DouglasElliman.md
Norm Rasmussen f2559be543 customer notes updates
2022-10-20 09:30:51 -04:00

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Douglas Elliman

Current Issues: * Videos would stop * Lots of people stuck at 17-18% * Charlie figured out workaround via Wistia * Videos just stopped? DE would have to reset everyone * This training is necessary for Audit. * They don't feel self-reliant or self-sufficient * Feels like digging out of a hole

9/27/2022

  • How many people are retaking courses?
  • Back in 2021, she hadn't completed mandatory courses
  • Left and came back, but had restricted access
  • Is this unique or common? - Very Unique
  • IT gave her 48 hours to complete courses, so she and her manager was freaking out
  • Will begin kicking off 2022 mandatory courses
  • October 1st, kicking it off
  • Agents have 1 month to complete the mandatory training
  • Then managers get involved, especially if agents dont complete it
  • Restrict access if incomplete
  • They need the new inactivity nudge to list ALL courses that they have been inactive for
  • They are recieving a lot of quesitons from agents about WHICH courses they need to complete
  • Kathleen on PTO next week. 10/2/-10/7

10/18/2022

  • Spent her PTO in Ireland. It was her 4th trip there and has ancestry for Ireland. Her mom has dual-citizenship.
  • Recieved an update regarding inacitivity nudge bug and that everything is working now.
  • She wants to setup specific inacitivity nudges for specific courses.
  • Forwarded me an example email to use the copy in Northpass comms.
  • Ask Marek - how to access properties? Can we change the hyperlink highlight color to the brand's colors? Also ask if we can remove the "and x number of courses more".
  • Want better certificates. It takes Kathleen a lot of time to find, download, and send.
  • Either when they click a completed course, be brought to cert, or have a certs page with all cert links they have accomplished.
  • Charlie is working on managers that can be pulled into a report? She wants to easily filter and see who the person's manager is so that Kathleen can inform the manager of who hasn't completed a mandatory training. This is from the end of September.