Re: Document shared with you: "First email for announcement -Remaining CAD sites -CF.docx"

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 <tt@thekey.com> . 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 <eclark@thekey.com> @Timothy
Thomas <tt@thekey.com>

Thank you,



On Tue, Jul 11, 2023 at 12:54 PM Timothy Thomas <tt@thekey.com> wrote:

> 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 PM <eclark@thekey.com> 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’d like to leverage FreshDesk and current operating model to support
>> clients vs having a totally different process for Montreal.
>>
>>
>>
>>
>>
>> *From:* Timothy Thomas <tt@thekey.com>
>> *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 phone
>> number and email with the local Montreal contact information. We can triage
>> and involve your team as needed.
>>
>>
>>
>> infomtl@thekey.com / 514-907-5065
>>
>>
>>
>> On Mon, Jul 10, 2023 at 9:13 AM <eclark@thekey.com> 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’t want to expose that as an
>> option to the broader population, we’re looking for increased adoption 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’t
>> seemed critical to the client experience thus far.
>>
>>
>>
>> Elizabeth Clark
>>
>> *Director, CI & Transformation*
>>
>> *Long Term Care Insurance, Onboarding*
>>
>>
>>
>> *TheKey*
>>
>>
>>
>>
>>
>>
>>
>> *From:* Timothy Thomas <tt@thekey.com>
>> *Sent:* Monday, July 10, 2023 6:05 AM
>> *To:* Elizabeth Clark <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"
>>
>>
>>
>> Thanks Elizabeth. It looks good.
>>
>>
>>
>> Two questions.
>>
>>
>>
>> 1. If a french client calls the phone number listed what happens?
>>
>> 2. If a client is on e-transfer what is the next step for them to sign
>> up? You might want to add that to the letter as we have many clients on
>> this method.
>>
>>
>>
>> Tim
>>
>>
>>
>> On Sun, Jul 9, 2023 at 11:31 PM Elizabeth Clark (via Google Docs) <
>> drive-shares-dm-noreply@google.com> wrote:
>>
>> Elizabeth Clark shared a document
>>
>> [image: Image removed by sender. Unknown profile photo]
>>
>> Elizabeth Clark (eclark@thekey.com) has invited you to *edit* the
>> following document:
>>
>> Hi Ali
>>
>> The initial message regarding our transition to a new pay/bill platform
>> is attached here. Please review. I do not want to send this out until we
>> have another discussion about the transition but would like it reviewed
>> following our professional translation service updated it.
>>
>> Just an FYI Troy, this is done and is one small part of our CAD Project
>> plan.
>>
>>
>>
>> [image: Image removed by sender.]First email for announcement -Remaining
>> CAD sites -CF.docx
>> <https://docs.google.com/document/d/1e26Llrxss_W-0v7snLNOmOet7R4I9dgL/edit?usp=sharing_eil_m&rtpof=true&sd=true&ts=64ab7b9d>
>>
>>
>>
>>
>>
>> Open
>> <https://docs.google.com/document/d/1e26Llrxss_W-0v7snLNOmOet7R4I9dgL/edit?usp=sharing_eip_m&rtpof=true&sd=true&ts=64ab7b9d>
>>
>>
>>
>> Google LLC, 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA
>> You have received this email because eclark@thekey.com shared a document
>> with you from Google Docs.
>>
>> [image: Image removed by sender. Google] <https://workspace.google.com/>
>>
>>
>>
>>
>> --
>>
>> *Tim Thomas*
>>
>> Head of Canada Division
>>
>> *Please note my email has changed:*
>>
>> tt@TheKey.com <tt@thekey.com>
>>
>> (514) 591-9387
>>
>> *TheKey.ca <https://www.thekey.ca/>*
>>
>> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>>
>>
>>
>>
>>
>>
>> --
>>
>> *Tim Thomas*
>>
>> Head of Canada Division
>>
>> *Please note my email has changed:*
>>
>> tt@TheKey.com <tt@thekey.com>
>>
>> (514) 591-9387
>>
>> *TheKey.ca <https://www.thekey.ca/>*
>>
>> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>>
>>
>>
>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>


-- 
*Ali Malik*
Manager - Financial Operations