One tip for using Promapp for frontline service calls is to make a process/procedure only that acts as an FAQ for those common processes the team is doing all the time.
They can they keep one process up for the most part - and if you link out from notes to these processes, it's quick to access. Then anything that isn't there, can either be attached to their role or they would need to search for to access.
Keep it focused on the common or needed process links; otherwise, after a certain piont of linking out across the site process performance may slow.
Hi there! Yes, I have used Promapp for front line customer service teams. We had to do a few things to help get the change to stick when we first rolled out. What were you using before Promapp?
Hi Diana... I'm interested to know how you handled the raft of potential call reasons and routing of these within the organisation through process mapping. We are a aid and development agency and receive enquiries through email or phone. These may be "common questions" (like can I get a copy of my tax receipt) or "more unusual" (like can we have someone come and talk to our school). The latter needs clarity around response and routing. Want to think about how to have the user interface be simple and clear.
We aren't yet "live"... struggling through resource issues to get processes in... but thinking we will need a sharepoint interface to enable searches linked to promapp processes... have you done any of this?
Can you tell me more? Many Thanks - Jo @ Tearfund