--000000000000629b94061f196447 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable *Thank you,* *Shawntel Sousa, LPN* *Client Success Manager* *Office: 403-301-3777* *Direct: 403-305-6588* *TheKey.ca * [image: TheKey] ---------- Forwarded message --------- From: Audra Williams Date: Fri, Mar 22, 2024 at 9:02=E2=80=AFPM Subject: Updated Client Experience Service Level Agreement (SLA) To: Brian Boxall , Cheryl Cartwright , Cathy Gerth , Chuck Terlesky , Dominique Jacobs , Joey Taylor , Kim McConnell , Maria Licoudis , Poulami Shah , Shawntel Sousa , Sharon Speirs , Timothy Thomas , Vanja Bezdrob , Wendy Loper Hi All! Thank you all for taking time out of your day to review the new SLA. I know that it was a lot of information all at once, so please feel free to ask any follow up questions that you may have. After the meeting, I decided to create a Canada ClearCare Documentation Tagging Process that will better follow your current practice while still meeting the KPI's of the SLA. We also discussed the Satisfaction Guarantee commitment today, so I have added the flyer so that you have it easily accessible. Please remember that your GM needs to approve this prior to utilizing it. I have asked ClearCare support to add the Satisfaction Guarantee tag as it has not been added. https://drive.google.com/file/d/1auL_EctiUYTynsE8bCdUP_WKVgE8U2RS/view?usp= =3Ddrive_link Please remember that we are all learning to navigate these changes together. This is a new process and will take some practice until it becomes second nature! Best, --=20 Audra Williams Director, Divisional Operations (425) 757-7027 TheKey.com [image: TheKey] --000000000000629b94061f196447 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Thank you, Shawntel= Sousa, LPN Client Success Manager Office: 403-301-3777 Direct: 40= 3-305-6588 TheKey.ca = ---------- Forw= arded message --------- From: Audra Williams < audraw@thek