RE: FW: Eunice (Liddell) Farrant

There is a client ID on the header of invoices we produce in NetSuite/Versapay, but the staff should know they support non-integrated locations so if they can’t “find” someone it’s a non-integrated client. As far as I am aware there is no ID on ClearCare invoices, it’s been a while since I’ve seen one. Make sense?

 

From: Timothy Thomas <tt@thekey.com> 
Sent: Wednesday, December 20, 2023 11:10 AM
To: eclark@thekey.com
Subject: Re: FW: Eunice (Liddell) Farrant

 

So there is no client ID?

 

Thanks





Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:tt@thekey.com> tt@TheKey.com


(514) 591-9387

	

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


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

 

 

On Wed, Dec 20, 2023 at 11:31 AM <eclark@thekey.com <mailto:eclark@thekey.com> > wrote:

 

 

From: Alejandro Aponte <aaponte@thekey.com <mailto:aaponte@thekey.com> > 
Sent: Wednesday, December 20, 2023 5:23 AM
To: Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> >
Subject: Re: Eunice (Liddell) Farrant

 

Hello Elizabeth,

 

I was able to locate a ticket for a call that Alexis took, ticket#596838. Based on the ticket it seems to be a normal phone call, they could have confused employee ID with client ID. A refresher on how we should approach supporting non integrated clients is a good idea! 

 

What time works for you, I am showing you have about 15 mins starting at 12:45 PM EST, does that work? 





Regards,

 

 

On Tue, Dec 19, 2023 at 7:33 PM Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> > wrote:

Hey there. Can we huddle the team for a minute and review this process to make sure they know what steps to take? 

 

 

Pardon my brevity, Sent from my iPhone


Begin forwarded message:

From: Elizabeth Clark <eclark@thekey.com <mailto:eclark@thekey.com> >
Date: December 19, 2023 at 4:29:47 PM PST
To: Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >
Cc: Joey Taylor <joey.taylor@thekey.com <mailto:joey.taylor@thekey.com> >
Subject: Re: Eunice (Liddell) Farrant

Sorry I was back to back all day. They’ve been supporting non integrated locations for a while now and they know that, the integration to Versapay doesn’t change that so it’s a coaching opportunity.

 

I will address with the whole team tomorrow. 

Pardon my brevity, Sent from my iPhone

 

On Dec 19, 2023, at 12:50 PM, Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:



I ended up calling Scott.

 

The helpdesk rep was not able to find his mother's account with any information other than his email address. Why would that be?

 

Also they asked him for his client number...will that be visible on the new versapay invoices? How do clients receive this?

 

Thanks!

 

On Tue, Dec 19, 2023 at 11:08 AM Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> > wrote:

Hey Elizabeth,

 

Our first interaction with the help desk following our Versapay email does not instill a lot of confidence. Could you look into this please and perhaps have a knowledgeable team member call him back?

 

Scott Farrant - 514-708-4461

 

Thanks!

Tim

---------- Forwarded message ---------
From: Joey Taylor <joey.taylor@thekey.com <mailto:joey.taylor@thekey.com> >
Date: Tue, Dec 19, 2023 at 10:53 AM
Subject: Eunice (Liddell) Farrant
To: Timothy Thomas <tt@thekey.com <mailto:tt@thekey.com> >

 

Good Morning, 

The son Scott is really upset with all the changes (Versa Pay).

He called the 8662261702 that was given in the communication email sent by our office staff. 

They said they had no record of him and asked for his employee number (he said he did not have one). He also asked if he would continue getting the invoices emailed to him but they could not answer that. Overall he is really not happy and I tried to deescalate the situation.

Thanks,


 

Joey Taylor

General Manager Montreal

514-907-5065

 <https://thekey.ca/> TheKey.ca  






 

-- 


Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:tt@thekey.com> tt@TheKey.com


(514) 591-9387

	

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


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




 

-- 


Tim Thomas


Head of Canada Division


Please note my email has changed:


 <mailto:tt@thekey.com> tt@TheKey.com


(514) 591-9387

	

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


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