--0000000000007a153906003af659 Content-Type: multipart/alternative; boundary="0000000000007a153906003af658" --0000000000007a153906003af658 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Team, My suggestion would be to pinpoint those French speaking clients and try to add a feild somewhere so that the Helpdesk can see and communicate to the local office on how to proceed. We have those 10-12 clients but we don't necessarily speak to them every week unless there is an issue with billing? Correct me if I am wrong Tim @Timothy Thomas . Maybe the local office is communicating with these clients that i'm not aware of but from my experience we haven't had to communicate in French much. In the very odd case we do, we can rely on the local office. We can set up something from a process standpoint where the sales team indicates upon onboarding if the client wishes to only be communicated in French. This will assist the helpdesk team on how to proceed. Please let me know your thoughts? @Elizabeth Clark @Tim= othy Thomas Thank you, On Tue, Jul 11, 2023 at 12:54=E2=80=AFPM Timothy Thomas wro= te: > Not many, there are only 10-12 clients who want to be communicated with > exclusively in french. > > Best guess average 1-2 hour a week > > On Tue, Jul 11, 2023 at 12:52=E2=80=AFPM wrote: > >> How many hours per week do you think a resource would spend working on >> disputes/billing inquiries? Curious if we should add a resource for this= , >> I=E2=80=99d like to leverage FreshDesk and current operating model to su= pport >> clients vs having a totally different process for Montreal. >> >> >> >> >> >> *From:* Timothy Thomas >> *Sent:* Monday, July 10, 2023 6:27 AM >> *To:* eclark@thekey.com >> *Cc:* ali.malik@thekey.com; troy.riha@thekey.com >> *Subject:* Re: Document shared with you: "First email for announcement >> -Remaining CAD sites -CF.docx" >> >> >> >> French clients will want to be communicated with in French exclusively, >> and this is now a legal requirement. I recommend that we replace the ph= one >> number and email with the local Montreal contact information. We can tri= age >> and involve your team as needed. >> >> >> >> infomtl@thekey.com / 514-907-5065 >> >> >> >> On Mon, Jul 10, 2023 at 9:13=E2=80=AFAM wrote: >> >> Hi Tim >> >> >> >> Great questions. I think we will email clients individually to re-direct >> as e-transfer is not best practice and we don=E2=80=99t want to expose t= hat as an >> option to the broader population, we=E2=80=99re looking for increased ad= option of >> the online portal. >> >> >> >> We do not have anyone French speaking today in the call queue, how many >> clients would you say we have that are unwilling/unable to speak French?= We >> were under the impression having a French speaking team member hadn=E2= =80=99t >> seemed critical to the client experience thus far. >> >> >> >> Elizabeth Clark >> >> *Director, CI & Transformation* >> >> *Long Term Care Insurance, Onboarding* >> >>