Incomplete Troubleshooting Case Study

Dear I’Lisa,

As a result of call audit, I would like to provide you some feedbacks:

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1. Ticket was created under the incorrect tenant
2. Discrepancies between study and site in the dropdown
3. Incorrect study ID identified, as a result, incorrect resolution was provided
4. Incomplete troubleshooting
5. Incorrect country (Caller is from Georgia)
6. Email address not gathered
7. After the call get disconnected, didn’t call user back (despite gathering the phone number), nor followed unresponsive user process

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1. Caller may select SanofiCRF option, in fact, needs assistance with CRF. In this case, close ticket under the wrong tenant request area. Create a new ticket under the correct tenant.

Suggestion about gathering the correct study ID
The caller provided the protocol # twice including the PI’s name

Suggestion 1: text search to narrow down the study ID
According to the caller, MVT-601-3102 was provided. I assume you had a hard time hearing 3102.

By using the text filter, you will see the 3 options as it shown above.

4. Imcomplete troubleshootings

The caller stated that she received a notification email about TM password. In case of problem finding the user in the system and at this point, was unsure about the study ID (you gathered MY80004 while correct study is MY 80005), here are some tips to further troubleshoot

• Ask for URL (double check if study ID is correct as well)
• Send notification email to HD (provide HD email address, wait until receive the email (this way, gather user’s email address as well) then, assist further

Even though you ask tier 2 to double check your findings, if you don’t ask the right question by providing the right study, tier 2 cannot provide proper assistance

Regardig improper closure of the ticket,

Let’s not assume, CRA disconnected. Technical issue can happens.
Per 9 steps of call flow, the phone number was gathered.
Please call back the