RE: **Important** PandaDoc Issue

I’ts my understanding this is also delaying our ability to send out rate increase letters. Is there another platform we can use, like Docusign, in the interim?

 

From: Amanda Maldonado <amanda.maldonado@thekey.com> 
Sent: Monday, November 4, 2024 6:45 AM
To: Jeannie Ortiz <jeannie.ortiz@thekey.com>
Cc: Audra Williams <audraw@thekey.com>; eclark@thekey.com; Renee Drobek <renee.drobek@thekey.com>; Panda Doc <pandadoc-support@thekey.com>; Melissa Reyes <melissa.reyes@thekey.com>; Timothy Thomas <tt@thekey.com>; Beth Ann Rosario <bethann.rosario@thekey.com>; Kimberly Guerci <kguerci@thekey.com>; Tiffany Silton <tsilton@thekey.com>; Laszlo Kovacs <laszlo.kovacs@thekey.com>
Subject: Re: **Important** PandaDoc Issue

 

Hi Jeannie, 

 

Thank you for the feedback. PandaDoc is researching the instances where this has happened when the user reported they had created the document from Salesforce, which should auto populate the name. 

 

Thanks,

Amanda Maldonado 

 

On Mon, Nov 4, 2024 at 8:37 AM Jeannie Ortiz <jeannie.ortiz@thekey.com <mailto:jeannie.ortiz@thekey.com> > wrote:

 

Hi Team,

 

This issue is likely to occur if the first and last name fields are left blank when completing the recipient information in PandaDoc. When these fields are left empty, PandaDoc defaults to using the email address as the signature. Although we are not certain this is the case in every instance, we have found that entering both the first and last names typically resolves the issue.

 



 

On Mon, Nov 4, 2024 at 9:15 AM Audra Williams <audraw@thekey.com <mailto:audraw@thekey.com> > wrote:

You can use the email handle regionaldirectors@thekey.com <mailto:regionaldirectors@thekey.com>  and salesleadership@thekey.com <mailto:salesleadership@thekey.com>  and those individuals can cascade down to their teams. 

 

Thank you so much!




Audra Williams


Director, Divisional Operations



(425) 757-7027

	

 <https://www.thekey.com/> TheKey.com

	
	

 <https://homecareassistance.com/> 

 

 

On Mon, Nov 4, 2024 at 6:13 AM Audra Williams <audraw@thekey.com <mailto:audraw@thekey.com> > wrote:

Can we get communication out to the field with an update please?

 

Thank you!!




Audra Williams


Director, Divisional Operations



(425) 757-7027

	

 <https://www.thekey.com/> TheKey.com

	
	

 <https://homecareassistance.com/> 

 

 

On Fri, Nov 1, 2024 at 3:21 PM Amanda Maldonado <amanda.maldonado@thekey.com <mailto:amanda.maldonado@thekey.com> > wrote:

Hi Elizabeth, 

 

Sorry for the delayed update. PandaDoc is still researching. They have an idea of what may be causing the issue and are doing some testing. Unfortunately, they have not provided a work around at this time. 

 

Thanks,

Amanda Maldonado

 

On Fri, Nov 1, 2024 at 4:55 PM <eclark@thekey.com <mailto:eclark@thekey.com> > wrote:

Following up, apologies if I missed an update. Did this get resolved?

 

Elizabeth Clark 

Director

 

 

 

From: Audra Williams <audraw@thekey.com <mailto:audraw@thekey.com> > 
Sent: Wednesday, October 30, 2024 12:58 PM
To: Amanda Maldonado <amanda.maldonado@thekey.com <mailto:amanda.maldonado@thekey.com> >
Cc: Renee Drobek <renee.drobek@thekey.com <mailto:renee.drobek@thekey.com> >; Panda Doc <pandadoc-support@thekey.com <mailto:pandadoc-support@thekey.com> >; Melissa Reyes <melissa.reyes@thekey.com <mailto:melissa.reyes@thekey.com> >; Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >; Beth Ann Rosario <bethann.rosario@thekey.com <mailto:bethann.rosario@thekey.com> >; Kimberly Guerci <kguerci@thekey.com <mailto:kguerci@thekey.com> >; Tiffany Silton <tsilton@thekey.com <mailto:tsilton@thekey.com> >; Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> >; Laszlo Kovacs <laszlo.kovacs@thekey.com <mailto:laszlo.kovacs@thekey.com> >; Jeannie Ortiz <jeannie.ortiz@thekey.com <mailto:jeannie.ortiz@thekey.com> >
Subject: Re: **Important** PandaDoc Issue

 

Thanks, Amanda!

 

Do we have a workaround or any suggestions on what we can do while waiting for a permanent solution?  This is causing a lot of angst.  

 

I also think it would be beneficial to send a communication out to the RDO's, Chris Reese and Cristal Munoz so that they are aware and can have updates on this.  Would also be helpful to add in Elizabeth Clark and Jeannie Ortiz as they have teams auditing this.  Happy to help with this if needed.

 

Thank you!

 

On Wed, Oct 30, 2024 at 12:50 PM Amanda Maldonado <amanda.maldonado@thekey.com <mailto:amanda.maldonado@thekey.com> > wrote:

Hi all, 

 

PandaDoc had not found a resolution as of our meeting last Thursday. I will follow up with them again. 

 

Thanks, 

Amanda Maldonado 

 

On Wed, Oct 30, 2024 at 2:40 PM Renee Drobek <renee.drobek@thekey.com <mailto:renee.drobek@thekey.com> > wrote:

Looping in @Amanda Maldonado <mailto:amanda.maldonado@thekey.com>  who has been helping on this issue.

 

Amanda- do you have any updates on this?

 

On Wed, Oct 30, 2024 at 2:12 PM Audra Williams <audraw@thekey.com <mailto:audraw@thekey.com> > wrote:

Are we aware there is still an issue with Pandadoc where instead of signature, we are getting an email address in the field?


 

This is causing A LOT of confusion and a terrible client experience.

 

Can someone please help us with this ASAP or update on how this can be corrected?

 

Best,

 

-- 


Audra Williams


Director, Divisional Operations



(425) 757-7027

	

 <https://www.thekey.com/> TheKey.com

	
	

 <https://homecareassistance.com/> 




 

-- 

Amanda Maldonado

Salesforce Administrator | TheKey




 

-- 


Audra Williams


Director, Divisional Operations



(425) 757-7027

	

 <https://www.thekey.com/> TheKey.com

	
	

 <https://homecareassistance.com/> 

 




 

-- 

Amanda Maldonado

Salesforce Administrator | TheKey




 

-- 


Thank You, 

Jeannie Ortiz

Finance Onboarding and Experience Manager


jeannie.ortiz@thekey.com <mailto:jeannie.ortiz@thekey.com> 

Phone: 754.231.4471  | Fax: 954.622.0662

5450 NW 33rd Ave. Ste. 106, Fort Lauderdale, FL 33309


 <https://www.thekey.com/> TheKey.com







 




 

-- 

Amanda Maldonado

Salesforce Administrator | TheKey