Thanks Tim,
We need this corrected today. We appreciate your help.
Will Reid
Partner
* Please note my email has changed: *
wreid@thekey.com <https://brand.thekey.com/esg/wreid@thekey.com>
513-707-2304
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>
On Thu, Nov 14, 2024 at 7:20 PM Timothy Thomas <tt@thekey.com> wrote:
> Hi Will.
>
> I didn’t hear back from IT on my ticket. I’ll follow up first thing in the
> morning and get back to you.
>
> On Thu, Nov 14, 2024 at 6:17 PM Steve Sudberry <ssudberry@thekey.com>
> wrote:
>
>> Tim,
>>
>> When will calls begin to go directly to our office? As we anticipated,
>> the new answering service isn’t working and we would like to be removed in
>> Cleveland as soon as possible. Let me know? FYI, Julie was on hold for
>> almost 30 minutes when she conducted a test sales call today.
>>
>> Steve Sudberry
>> General Manager
>>
>> ssudberry@thekey.com <https://brand.thekey.com/esg/ssudberry@thekey.com>
>> (513) 227-8521
>> TheKey.com <https://www.thekey.com/>
>> [image: TheKey] <https://homecareassistance.com/>
>>
>>
>> ---------- Forwarded message ---------
>> From: Sheilon Stark <sheilon.stark@thekey.com>
>> Date: Thu, Nov 14, 2024 at 5:44 PM
>> Subject: Re: : Julie Sminchak | Message / Transfer Message/Transfer -
>> Cleveland Cleveland
>> To: Julie Sminchak <julie.sminchak@thekey.com>
>> CC: Shameika Cody <shameika.cody@thekey.com>, Steve Sudberry <
>> ssudberry@thekey.com>
>>
>>
>> That’s insane
>> Sent from my iPhone
>>
>> On Nov 14, 2024, at 5:10 PM, Julie Sminchak <julie.sminchak@thekey.com>
>> wrote:
>>
>> Now I wait for IT to call me.
>> Sent from my iPhone
>>
>> Begin forwarded message:
>>
>> *From:* TheKey Call Center <callcenter-support@thekey.com>
>> *Date:* November 14, 2024 at 4:51:19 PM EST
>> *To:* cleveland-scheduling@homecareassistance.com
>> *Subject:* *: Julie Sminchak | Message / Transfer Message/Transfer -
>> Cleveland Cleveland*
>>
>>
>>
>> Hello Cleveland!
>>
>> A new interaction was handled for your office by the call center.
>>
>> Case* #**00279481 *
>> <https://homecareassistance.my.salesforce.com/lightning/r/Case/500UH00000Jn7JzYAJ/view>
>>
>>
>> *Case Detail*
>>
>> Case Open - 11/14/2024, 3:51 PM
>>
>> Subject - Julie Sminchak | Message / Transfer
>>
>> Call Type - Message/Transfer
>>
>> Primary Disposition -
>>
>>
>> Notes- 3:40 PM CT / 4:40PM ET Employee Julie Sminchak called in wanting
>> to know why she was calling into the OH SLN line for Cleveland, but the
>> call was getting routed to Frax rather than the office as a Cg had called
>> in and was unable to reach anyone. In addition she tried calling the number
>> and was on hold for 30 minutes before anyone picked up as Frax does not
>> take calls until 3:40 PM CT / 4:40 PM Et. I partnered with lead Angelica
>> who instructed me to provide the IT support number 888-838-1955 to reach
>> out for assistance. --Andrew B.
>>
>>
>> Caller Name- Julie Sminchak
>>
>> Caller Type- Employee
>>
>> Caller Phone- 440-752-6270
>>
>> Caller Mobile-
>>
>> Client Name-
>>
>> Caregiver Name-
>>
>>
>> Office- Cleveland
>>
>> ClearCare Location- Cleveland
>>
>>
>> For any questions please email callcenter-support@thekey.com
>>
>>