From the 2015 Infinity Software User Conference

1. RELAX:
Successfully Servicing InfinityHR

2. Private & Confidential
Successfully Servicing InfinityHR
• What we will cover today
• Best Practices
–Servicing Team Structure
–Segregation of Duties
–Key Skills for Service Managers
–Service Manager Account Assignment Load
–Onboarding New Service Managers
• How we can work together
• Available Resources

3. Private & Confidential
Successfully Servicing InfinityHR – Best Practices
• Team Structure
– Service Managers
• Single Point of Contact for their clients
• Have baseline knowledge of entire system
• Provide day-to-day support
• Build/Maintaining the Relationship
– Subject Matter Expert/Technical Lead
• Identify people to be the go-to resource for
specific areas of the system
– Enterprise Services Group (ESG) Inbox
– Product Consultants

4. Private & Confidential
Successfully Servicing InfinityHR – Best Practices
• ESG Inbox
– Shared inbox allows for flexibility and efficiency of
next-resource-up to respond to the client request.
– Cons
• Do not have a dedicated resource.
• Primarily email only.
• Phone calls are limited to allow for information to be
accessible to all resources that work the inbox.
– Pros
• Response Time can be lessened because a multiple of
resources can respond to a client.
• No delays or special coordination when a specific resource
is out of the office.

5. Private & Confidential
Successfully Servicing InfinityHR – Best Practices
• Segregation of Duties
– Implementation, Support, EDI
– Allows for Service Manager to focus on client support.
– Increases efficiency letting those who have the experience,
accomplish the task as quickly as possible.
• Key Skills
– Technical Problem Solving
– Creative Thinking
– Customer Service
– Time/Project Management skills

6. Private & Confidential
Successfully Servicing InfinityHR – Best Practices
• Account Load
– 50 to 60 per Service Manager
• Direct Assigned Accounts
– ESG Inbox
• 3 Resources accessing a shared email inbox supporting 500
+ total clients.
• Onboarding Training
– Mirrors the Partner Onboarding Training
– Structured class time followed by module specific assessments
– Shadowing of other Service Team Members

7. Private & Confidential
Successfully Servicing InfinityHR – Working Together
• What does this mean to you?
• What are ways for you to help us help you?
– Support Issue Submission Checklist with basic data needed
to research issue
• Helps to gather all the necessary info up front, prior to
investigating the issue.
• This helps you troubleshoot the issue for your client as
well as helps us when the issue is escalated to Level 2.
– Process Flow Chart - Level 1 to Level 2 support
• Steps to take prior to escalating issue to Level 2
• Result will be more efficient resolution of issues with
fewer emails going back and forth.

8. Private & Confidential
Successfully Servicing InfinityHR – Working Together
• Support Issue Submission Checklist
– Client Name
– Affected EE(s)
– Browser used (include version if possible)
– System Module (Applicant Tracking, Benefits, etc.)
– Is the client able to reproduce the issue?
– Screenshots included?
– Actions leading up to the error/issue/question
– Did you reproduce the issue?

9. Private & Confidential
Successfully Servicing InfinityHR – Working Together
• ESG Response Times
– As a rule emails should receive a response with 4 hours of
receipt.
– Recently added auto response to indicate the initial email has
been received.
– First-in-First-out unless email content requires a more urgent
response.
• Process Flow – Escalating an issue from Level 1 to Level 2
Support
– Identifies the steps going from Level 1 to Level 2
– Goal is to make this process efficient and get issues resolved as
quickly as possible.

10. Private & Confidential
Successfully Servicing InfinityHR – Working Together
Obtain necessary
details to investigate
the issue (Support
Issue submission
Checklist)
Attempt to
reproduce the issue.
(Is the client able to
reproduce the
issue?)
Determine if the
issue is only
occurring in the
Client’s account

11. Private & Confidential
Successfully Servicing InfinityHR – Working Together
Attempt to
reproduce the issue
in a different
account (test
account)
Provide a
Workaround if
available
Escalate the issue to
Infinity Software via
the ESG inbox.

12. Private & Confidential
Successfully Servicing InfinityHR – Working Together
Infinity will confirm
steps taken to
reproduce the issue
and ensure that a
resolution was not
overlooked.
Infinity will suggest
a workaround
Infinity will create a
support ticket and
set priority.

13. Private & Confidential
Successfully Servicing InfinityHR – Resources
• Support Tickets
– Ticket Priority
• Critical: No workaround exists and target resolution
within 24-48 hours.
• High: Workaround exists and target resolution within 10
business days. If not resolved in 10 business days, High
tickets can be escalated to Critical tickets. Note:
Depending on complexity of ticket, a High ticket can be
assigned to Service Pack and will be worked into the next
Service Pack.

14. Private & Confidential
Successfully Servicing InfinityHR – Resources
• Ticket Priority
– Medium: Workaround exists. Will be reviewed for next
Service Pack.
– Low: Workaround exists. Will be reviewed for next Service
Pack.
– Enhancement: Functionality currently does not exist or does
not exist how client thinks/wants it to exist. Enhancement
tickets will be considered for Service Packs.
Sometimes a ticket ranging from Critical-Low will be assigned to Service
Packs. If that is the case, it is due to new functionality being incorporated
and extensive testing will be needed. When this happens, ESG will update
the client.

15. Private & Confidential
Successfully Servicing InfinityHR – Resources
• Client Support Tickets
– Client Administrators create tickets via the Create Support
Ticket link/button on their Administration Portal Homepage
– These tickets can be found on your Enterprise Portal, My
Service Tickets tab.

16. Private & Confidential
Successfully Servicing InfinityHR – Resources
• Account Permissions and Support Tickets.
• The Primary and Secondary Contacts receive email
notifications when tickets are created.
• After email is received, Filter My Service Tickets to the
company
– Edit the ticket and assign yourself on the resource tab.
– This ticket will now display in the list without having to filter.
• Notes can be added to the ticket and the ticket creator
will be notified.

17. Private & Confidential
Successfully Servicing InfinityHR – Resources
• Creating Service Tickets (Enterprise Level)
– For non Critical Service Tickets
– Must assign the ticket to Infinity Technical Support on the
Resource tab
– Create Service Ticket
• Via the Edit icon on Accounts screen, then clicking
Support Tickets
• My Service Tickets tab on Enterprise Portal Homepage

18. Private & Confidential
Successfully Servicing InfinityHR – Resources
• Edit icon on Accounts screen

19. Private & Confidential
Successfully Servicing InfinityHR – Resources
• My Service Tickets tab of Enterprise Homepage

20. Private & Confidential
Successfully Servicing InfinityHR – Resources
• Creating Service Tickets – Cont.
• Reports tab

21. Private & Confidential
Successfully Servicing InfinityHR - Resources
• Online Help
• Meant to be a first level resource for system users to get
additional information for specific areas on the system.
• Icons on most pages, direct the user to the appropriate
page in Online Help

22. Private & Confidential
Successfully Servicing InfinityHR - Resources
• Online help – Key Areas
– What’s New
• Release Notes

23. Private & Confidential
Successfully Servicing InfinityHR - Resources
• Online help – Key Areas
– What’s Coming
• Details for the upcoming Service Packs

24. Private & Confidential
Successfully Servicing InfinityHR - Resources
• Online help – Key Areas
• Administration Portal
– Organization follows the system menus

25. Private & Confidential
Successfully Servicing InfinityHR
• Summary
• Best Practices
–Servicing Team Structure
–Segregation of Duties
–Key Skills for Service Managers
–Service Manager Account Assignment Load
–Onboarding New Service Managers
• How we can work together
• Available Resources

26. Private & Confidential
Successfully Servicing InfinityHR
• Questions