PIVOT 2024 Q1 CSAT Results and Action Items

Survey

Posted in #leader-of-others Slack Channel Open: Thursday, Feb 22nd - Friday, March 8th

Survey Comments Highlights

Overall

A truly incredible improvement over the last couple of years. You all have done amazing to pivot to the new PIVOT.

Currently the needle is moving in the correct direction but would like to be sure to present my current feelings as accurately as possible for metrics.

It feels impossible to get ahold of people at night

"Overall feedback from BUs when I am going through financials with them is there is still a hang up on COGS fees ---- I think the fee discussion would be quitter if they had general improved communication on the speed of iteration/sprints/products that are currently being worked on for each of them. PIVOT in general is a lot of 'heads down people' which in a remote environment needs more intentional communication and transparency of what is taking the priority... That's my takeaway from the FIN BP standpoint in these financial reviews."

Pivot feels a little disconnected and not sure it is really one group or multiple groups - some parts of PIVOT have some maturity and the team seems aligned, the other parts, not so much.

There are times I feel like PIVOT doesn't understand that a client is frustrated by lack of outcomes, which I know PIVOT is actively address with the business outcomes mindset. I am hoping with recent changes things keep improving.

Product

A PLTE use case request has not been responded to.

I think we have been delayed on the OTT API for Samsung for quite some time. I am not sure all of the details, but client seems to have to ask for updates frequently.

I'm not too involved in the collaboration process between CCRM & PIVOT

It does seem that some request for improvements we ask for take longer as it is not a priority to have done and it takes a while.

My BU doesn't create product so answering these as NA

There have been some bumps along the way of product dev over the last 6-months, but it's smoothing out.

These answers are outliers as I have minimal interaction with product. I'd be interested in James Baird's teams response as they are the ones more engaged.

While many of these products are in Discovery or Alpha, when a client asks about them, there are times I don't have updates. There is also at times broken communication and missed deadlines with the client. An example, Barton Malow PMN is supposed to have a monthly report, I have not seen one and neither has the client.

Enablement

2024 has been great thus far. We are collaborating on what is important and enablement is rolling up their sleeves and getting a deep understanding of our business. Communication, working ahead, and just a general sense of caring has been evident as well. Keep up the good work!

"-I keep hearing about Intranet and Intranet 360 - not sure what 360 is, why is it different, what is the path forward to transition. I thought this was going to happen a few years ago -Seems like we have alot of old reports that aren't being updated and it would be helpful to decom them so folks know they aren't real data - projects seem to take a long time and don't hear about any updates - example: bill quality is supposed to be changed - no idea what is happening with that project? - alot of confusion across the org about the contract mgmt system - not sure BU's are using consistently, nor is there any training for this to share with new hires"

Our current initiative to scope bugs and features on the CCRM team hasn't been baked out yet so it's hard to answer the solutions and features question until CCRM picks up that ball.

Regarding existing products, the intranet reports I utilize for payroll don't work consistently.

"The solution for BQ and Agreement transitions from CW and the old Intranet agreements are great projects however I am not sure where we are with them. Sometimes we are not clear on status's and when we need to do some testing or what does 'live' mean in your world (as things take on different meanings in our world). In general, would love some more timely communications on where the projects are sitting. If we get side lined because of a more urgent project that is totally fine and we would rather have your focus on the Revenue generation enhancements and products rather than ours, but we go months without updates and would be good to get general status updates or jump on a call once in a while. This would be great to know some of the enhancements we are trying to drive for data integrity are truly understood and if they are in the existing scope of these projects or sprints your taking on."

There have been times where communication has been slow or delayed when pinging individuals for updates.

who is the enablement team?

Core Infrastructure & Security

I marked NA as I am unsure of the core infrastructure team and how it is working.

No complaints

Recently conducted skip level meetings and have felt the pain of not being able to reach core on call. One of the individuals mentioned that three events out of the last four they've tried to reach core on call has been unsuccessful.

This team is on it - works hard and responds 24x7 - keep up the good work!

Action Items

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