Standard Operating Procedure (SOP)
Subject: Task Assignment Process for Enhanced Workflow Efficiency
Purpose
This SOP outlines the updated process for task assignments and operational updates within the Customer Support department to improve efficiency, clarity, and transparency.
Scope
This procedure applies to all team members involved in assigning, managing, or handling tasks for the Customer Support department.
Procedure
1. Task Assignment Guidelines
To streamline task management and ensure clarity, all tasks and updates must be submitted through email to:
customersupport@hosteeva.com
-
Emails sent to this address will automatically generate a ticket in the Trello system, enabling effective task tracking and prioritization.
2. Email Requirements
When submitting a task via email, ensure the following information is included:
-
Priority Level: Clearly indicate if the task is urgent, high, medium, or low priority.
-
Task Description: Provide a concise and clear description of the task.
-
Requester’s Information: Include the name and contact details of the individual or department requesting the task.
3. Emergency Situations
In case of emergencies requiring immediate attention, staff should use the dedicated chat or contact Karina directly via WhatsApp or email. However, this should be used only when time-sensitive action is required.
Key Benefits
-
Enhanced accountability through task tracking in Trello.
-
Improved resource allocation by prioritizing tasks effectively.
-
Greater transparency in task assignments and updates.
-
Reduction of oversights by centralizing task communication.
Roles and Responsibilities
-
Staff and Departments: Submit all tasks via email with the required details. Use chat only for emergencies.
-
Customer Support Team: Monitor and manage the Trello system to ensure timely completion of tasks.
Implementation Timeline
The new process will be implemented on 01 January, 2025. Feedback on this system is encouraged and will be reviewed for continuous improvement.