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This was the material presented at several webinars to prepare 100+ stakeholders to launch a new system across 23 membership centers.
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4/18/13: LAUNCH DAY
What You Need to Know
FIRST OF ALL…
THANK YOU!Your dedication and support is what will make
this work. Launch Day might be tough, but your efforts made the difference and got us as far as we have.
YOU ARE THE REASON Y!
“As far as we have…”
Let’s review where we are!
WHAT WE’VE DONEProgram SetupChild Care SetupBeginner Boot CampIntermediate Boot CampAdvanced Boot CampCompetency TestsRoster Re-Entry
Day Camp Re-EntryChild Care Re-EntryChild Care BillingMembership BillingMRD Launch PrepProgram ManagementBasic Front Desk Ops
Training Experience
4+ Hours
8+ Hours
8+ Hours
16+ Hours
We know you’re tired…
But we’re almost there!
The Finish Line
What we need to be successful
• Customer Service is KING! Do your best to make the customer feel valued.
• Even though you’ve had training, you’re still learning.
• Manage your energy if you have problems.
•Remain positive with customers, avoid negative comments about the system while you are learning to use it.
•It’s ok to mention that we’re learning a new system designed to help serve customers.
LAUNCH DAY CHECKLIST
• GoToGuys, wear your blue Change is Y t-shirt• Get to center 30 minutes before open • Log into Windows
• Front Desks have new Windows logins– Log into Front Desk PCs– Log into Gate/Facility Access PC
• “Same old” passwords
• Log into CCC• Remember it’s case sensitive• It’s NOT your Voyager login
LAUNCH DAY CHECKLIST
Test the peripherals• WebCams
– Plug USB cable into the PC used to take pictures
• Check/CC Readers– Make sure it’s plugged in
to power– Make sure the USB cable
is plugged in to each PC
LAUNCH DAY CHECKLIST
Test the peripherals• Receipt Printer
– Print a report to test– The “Transaction
Discounts Given” report for 4/18 (will be blank)
• Optical Scanner– Scan a card at the
Gate/Facility Access PC
LAUNCH DAY CHECKLIST
Remove old peripherals• Old swipers• Old Camera• Old Tripod
IT Techs will get them from you later…
LOGIN “CHEAT SHEET”
Optical Scanner(for facility access)
Check/CC Reader WebCam
Computer Login& CCC-main
xxfd1xxfd2xxfd3, etc.Look at the label on the monitor!
xxfd1xxfd2xxfd3, etc.Look at the label on the monitor!
xxicOn the PC used to take picturesLook at the label on the monitor!
Gate Login xxgate
CCC Login No CCC login required Your Own Login(first initial + last name)
xxcard
XX: stands for your center code (SA for Sage, etc.)
Your Gate
CCC-Main
And then the day starts!
GO TO GUYS
1. Should be at the front desk to help staff2. Coverage from open until close3. Escalate issues to IT4. Attend check-point calls5. Communicate
You will have help!
ISSUE ESCALATION
Please ensure desk staff and others escalate to theGo To Guys on call!
LAUNCH WEEK HELP
IT will have day-long conference call & webinar so Go To Guys can “pop in and out” for support any time centers are open.
4/18-23 don’t call the help desk, for CCC issues use the conference call.
We will enter your tickets and manage them. We can remote in to your CCC sessions to troubleshoot.
LAUNCH WEEK HELP
April 18-23 (we will extend if needed)• Level 1: Desk Staff to Go To Guys• Level 2: GTGs to escalate issues through
– https://www1.gotowebinar.com/register/292441999– Dial +1 (415) 999-9999– Access Code: 312-478-539– Audio PIN: Shown after joining the webinar– Meeting ID: 292-441-089
• Level 3: Techs work with GTGs individually• Level 4: IT escalates to CCC (on site)
LAUNCH WEEK HELP
• Communicate! Attend the check in’s on 4/18: 8AM, 1PM, 6PM– Use the same Go To Meeting link or number
• Communicate! Go to http://ChangeisY.SAMPLEDOMAIN.org for known issues and fixes
LAUNCH WEEK HELPCCC Staff Will BeRotatingBetween Regions All Week
IT Techs Will Be Located Regionally For Hardware Or Peripheral Support
LAUNCH WEEK HELPIT will have a “Command Center” at xxxx W VanBuren staffed to:
•Create & route tickets•Reset passwords•Troubleshoot•Dispatch hardware techs• Monitor issues•Update “Change is Y” site•Communicate
Here’s Andy
WHERE ARE YOU GOING TO BE?We need to know your coverage schedule!
GO TO GUYS SCHEDULE
Fill In Your Schedule
CHANGEISY.YMCACHICAGO.ORG
• Go To Guy names and contact info• Coverage Schedules• Known issues and fixes (check this before calling!)• Graphics showing ticket volume & severity• Link to Go To Guy webinar/conference call
This is ju
st an example
Let’s Get Ready for Launch!
Questions?
Thank You!