Welcome Kit

PROFESSIONAL SUPPORT YOU CAN COUNT ON

Our goal is to set clear, realistic and manageable expectations with every ROOK Connect customer. As a company with numerous professional resources, we’re able to react quickly, accurately and provide the highest quality services. This level of quality service is driven from clear lines of communication, responsive approvals and clearly communicated timelines.

Through every project, we will document, report and communicate clear deliverables. Our expectation is that anything not outlined in our documentation will be brought forward by you immediately. Achieving short and long term goals and creating long term success that mutually enhances our relationship and communication is the best way for us all to be successful together. You can count on 100% transparency, clear and concise communication and quality services from ROOK Connect.

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ROOK HAS A PROCESS FOR THAT

The secret to our ongoing success is our ability to deliver with precision and provide dedicated focus to your company’s ongoing evolution of strategies, deliverables and expectations. We work for our success and learn from our mistakes. We’re well aware that the further we push your company forward, the more attractive we are to continue to move forward with, and this concept is one of our founding principles.

While every customer wants top quality products and services delivered to them, we are also aware that customers want those results with the quickest turnaround, as cost effectively as possible and expect nothing less than the best. We will meet our deliverables; however we will need your help in ensuring both parties are communicating properly and managing each other’s expectations. Our expectation of our customers is that they will thoroughly discuss and review the documentation being shared. While we have the ability to work with multiple divisions of your business at once; it’s imperative that both parties come to an understanding and agree that ROOK Connect will work with each division of your business at different paces.

Just as each division of your business will have different measures for success; each division will have different timelines and deliverables, some of which will have quick turnarounds and some of which will take more time. We only hire chameleons; individuals who are capable of adapting to different situations and learning from our customers so we’re delivering as needed.

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People/Structure, Process, Technology

PROJECT MANAGEMENT & ACTION ITEM TRACKING

All work completed by our company will be logged, organized and tracked against your project. Our diligence in this matter ensures tracking and reporting so there’s no question as to what was completed, by who, when and where. Our tracking includes all time spent on completing work for our customers, doing meetings, email communication, taking or receiving telephone calls, doing project management tasks, etc. Whether you’re submitting requests for us to complete work for you or we’re completing work discussed in meetings, our project management software ensures that no detail goes missing.

TICKETS

Tickets are how we track exactly what we’re doing for every customer we work with. In each ticket, you’ll find an outline of what you asked for from us, what we’re going to do and the best way for you to check and ensure that what we’ve done matches your needs. As we bill our services based on time, in each ticket we track what services were performed and how much time it took us to complete the ticket.

TASKS

Tasks are action items that take us 15 minutes or less to complete. This could be a phone call that we want to log or it could be a simple configuration adjustment we’re making on your behalf. Details are logged in tasks using the same tracking mechanisms that we utilize in tickets.

FORMS

Working with our team, you’ll often hear “we’ve got a process for that”. With a wide variety of information gathering forms, intake forms and form-based tools, our team will often use action item tools such as forms to ensure we have an exact understanding of what you’re after. All forms completed by you or by our team will be logged in your project. This is an essential tool we use to better support your business needs.

CHECKLISTS

Checklists are action items we use in place of tickets, especially when we have a large sequence of elements that need to be done. Checklist action items report on the entire checklist. You can view each individual element of the checklist; however the entire checklist moves as one – one status and one service heading.

TRANSPARANT PROJECT PLANNING & PROCESS EVOLUTUONS

To maximize communication between all parties, ROOK Connect has devised individual process documents that we call Process Evolutions. The goal of these evolutions is to provide you with a step by step outline of exactly what you can expect from us and what we need from you in order for us to succeed together. We outline where and when we need approvals, reviews, and most importantly, estimated timelines so everyone is on the same page. As with all process management systems, timelines are only as good as the information we have to go on. Your involvement in the process allows us to deliver the results you’re after.

To maximize communication between all parties, ROOK Connect has devised individual process documents that we call Process Evolutions. The goal of these evolutions is to provide you with a step by step outline of exactly what you can expect from us and what we need from you in order for us to succeed together. We outline where and when we need approvals, reviews, and most importantly, estimated timelines so everyone is on the same page. As with all process management systems, timelines are only as good as the information we have to go on. Your involvement in the process allows us to deliver the results you’re after.

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TRANSPARANT PROJECT PLANNING & PROCESS EVOLUTUONS

CREATING TICKETS FOR EXECUTION

With a wide variety of services available to you and a large team that’s here to support you, selecting the right ticket type is your first step in ensuring the appropriate team responds to your request. The ticket types are split up by management group, with different business analysts and support teams for each ticket type. Every time a ticket is submitted, you will be alerted. Your first notification is in the software. Once you’ve completed the submission of a ticket, you will see a link to the ticket with the assigned ticket ID #, along with an alert notifying you of the date, time and person who submitted the ticket. All of these details are securely saved in the ticket for reference. The second alert will come via email. The individual who submitted the ticket will receive a copy of the ticket submitted along with all the essential information captured. Please use this as a double check system, you can always go back and add details to a ticket. The more details we have the better so we can take the right action the first time.

Additional Billing & Charges

All tickets upon submission will be evaluated for additional billing. Should a ticket be submitted that’s not covered by your support plan, our team will estimate the billing of the work to be done and contact you before moving forward for approval. If you would like to request an estimate, you may do so through our online store or by submitting a Request An Estimate ticket. Last Minute Priority tickets will be executed upon receipt; however these will be billed out unless the priority is due to a conflict or disruption in service.

Ticket Types & Defintions

All tickets upon submission will be evaluated for additional billing. Should a ticket be submitted that’s not covered by your support plan, our team will estimate the billing of the work to be done and contact you before moving forward for approval. If you would like to request an estimate, you may do so through our online store or by submitting a Request An Estimate ticket. Last Minute Priority tickets will be executed upon receipt; however these will be billed out unless the priority is due to a conflict or disruption in service.

MANAGING EXPECTATIONS WITH SCHEDULED DELIVERABLES

ROOK Connect works with a variety of business in numerous industries, and trust us when we tell you that no two businesses work the same or have the same expectations when it comes to communication. You want to hold us accountable and we want to be accountable to you, with the goal of creating a sustainable long-term relationship.

As part of our communication, you can count on constant updates on every deliverable. This includes ongoing follow-ups, information gathering sessions with meeting notes, internal quality assurance checks and progress quality assurance checks with you. With FFM streamlined communication tactics, you’ll never need to guess on where we’re at with deliverables, in fact, you’ll feel like we are always available when you need us.

Real-Time Communication Standards with Reporting

Transparent Tracked Communication

ROOK Connect is proud to say we have an outline and effective process when it comes to communicating deliverables and action items with our customers. Communication happens in different levels, but the most important one is when our customers communicates with us and give ROOK Connect an action item through our Customer Support Tile – This way we guarantee to generate the tickets and build a schedule accordingly.

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Expect Customer Communication That Makes Sense

Problem: This outlines our customers’ request and will be our guide to address the issue.

Solution: Here ROOK Connect will answer with what was done to solve the customer’s issue.

Link: A link that redirects to the solved issue.

Screenshot/Video: We will always explain you through a video or screenshot how the issue was resolved and how it is working now.

Next Steps: ROOK Connect will tell you what are the next steps with this ticket so everyone is in the same page.

TRANSPARENT DELIEVERABLES & PRIORITY MANAGEMENT

Every ticket that’s submitted by our customers or created by our team goes through our Scrum process management system as we’ve outlined in this Welcome Kit. To maximize transparency and ensure our customers are up to date with the work the ROOK Connect team is currently executing on their behalf, we have an open Scrum board policy.

This means that from within your software platform in the Customer Support tile, you can submit new ticket requests for ROOK Connect to execute, as well as watch, monitor and track progress on each aspect of every ticket.

Scrum Board

The goal of the ROOK Connect Scrum board is for you to see our process, and by ticket or task status where we are with the execution of the work scheduled. If you click on a ticket or task from this section, you can add in notes, scope or ask questions that lead directly to the individual executing the work on your behalf.

Calendar

Through this tab, you can view via the calendar when exactly each ticket is scheduled for execution. Please note that many tickets could have a variety of working parts to their execution. This means that the day you see the work being executing might not be the day you get to QA the work yourself. All FFM tickets go through an Internal Quality Assurance check to ensure we’re delivering properly executed work by the time your ticket gets back to you.

Creating a New Ticket

With a variety of headings to guide you, simply select the ticket heading that’s closest to what you’re looking for. Please provide as much detail as you can and we’ll ensure your ticket gets scheduled, you get the communication you’re after and that the ROOK Connect team executes as needed.

Remotely Accessible Scheduling & Priority Management

The premise of Scrum is simple – success can only be had when each team member feels responsible, accountable and involved. Transparency is only valuable when every customer feels empowered, involved and respected.

ROOK Connect believes in transparency, both internally and externally, and we want our staff and customers involved in all aspects of what we do so together we can grow and be successful. No one knows your business better than you, and no one knows our software better than us – working together we can accomplish amazing things. The Scrum system provides transparency for all parties and a complete record of events.

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REAL-TIME CUSTOMER SUPPORT PORTAL

Every ROOK Connect platform comes with a built-in customer support feature. This feature can be accessed by going to the customer support tile, clicking the customer support icon in the footer or if you’ve got the action slider enabled, clicking the customer support icon in the slider. Through this feature, you can review and manage all requests, action items we’re working on and review your project scheduling. With instant access to all reporting, you should never have to question where your project is at.

Every platform we work with has direct access to the project management tools we use to help deliver and exceed your expectations. By clicking into the Customer Support tile, you’ll see visibility like you’ve never experienced before. With easy-to-use tools, you’ll have access to our team, where you can watch us deliver on action items for you, and be able to report and communicate with us directly. The support management dashboard provides you with instant access to the tools you need to get the most out of working with us. Quick link summaries and quick action icons throughout the tile ensure your team can keep up to date with everything that’s going on.

THREE FACTORS THAT WORK TOGETHER

TIME

Time is precious for all businesses. We all want things done fast; however we have little patience for poor attention to detail. ROOK Connect works with businesses, making them a part of the process every step of the way. We provide transparent operations with detailed accountability for all parties.

scope

You hold the knowledge of how your business works. ROOK Connect has worked with customers all over the world to get them the most out of implementing software. With agreed upon milestones, scope outlines and functionality reviews, ROOK Connect has the ability to adapt as needed, when needed. With processes for scope adjustments as well as additional feature and customization requests, transparency for all parties is assured.

cost

Implementing software is an investment, both financial and time. With set monthly plans, clearly defined processes and documented strategies, ROOK Connect works with businesses to avoid the financial pitfalls so many other companies face. With a variety of monthly plans, ROOK Connect ensures that you get exactly what you need from your software.

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THREE FACTORS THAT WORK TOGETHER infographic

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