The document outlines a new customer support structure being implemented at TempWorks, dividing customers among dedicated "planet" teams for improved service. Each planet team will specialize in a subset of customers to develop relationships and expertise. The goals are to enhance the customer experience through faster issue resolution, centralized communication, and improved internal training. Recent support metrics and trivia questions about the solar system are also included.

2. Trivia
• What is the circumference of Venus?
• How many support tickets did TempWorks close in 2016?
• How long does it take a radio transmission to reach Mars at its
farthest distance from Earth?

3. Houston, We Have a
Problem
Alisha Santoorjian Thunstrom
Director of Support

5. Support Structure
Previous Organization
• Two tiered support comprised of
analysts and technicians
• Serviced entire client base
New Organization
• Smaller teams named after
planets
• Each planet dedicated to a
subset of customers

6. Goals
• Respond to customer feedback
• Form relationships
• Develop specialized knowledge of your account
• Reduce time explaining your business processes and needs
• Avoid duplicate issues by centralizing communication
• Enhance internal training and collaboration
• Improve your overall experience with our support team

7. Logistics
• No new processes
required on your
part
• New phone system routes your calls to your planet
• Email inquiries automatically route to your planet’s queue
• If members of your planet are not available, the entire
support solar system is at your disposal

8. Internal Efficiencies
• Enhancing ticketing system
• Automating processes
• Real-time phone monitoring capabilities

9. On the Horizon
• Callback option
• Requesting a call back
maintains your place in
the queue without having
to stay on hold

10. That feeling when you solve a case and provide
excellent customer service

11. Trivia Answers
• Venus: 23,627 miles
• Earth: 24,874 miles
• Mars: 13,233 miles
• Saturn: 227,349
• 32,439 cases
• 22 minutes