Passing the baton so we don't drop the ball
March 28, 2014 11:10 AM Subscribe
My coworkers and I are being spread thinner across the 24-hour day, to the point that we will no longer see one another all together here in the same hour.
We need to find a tool, preferably free, so we can get information to one another from shift to shift.
posted by Sunburnt to Work & Money (7 answers total) 2 users marked this as a favorite
We're in tech support, responding to phone, email, IM, and occasionally web-based chat, and saddled with the very clunky Salesforce (henceforth SF) CRM for tracking cases. It's great at tracking cases over the long term, but our general activity moves fast enough that SF is too inconvenient to document quick changes in cases (or just quick cases), or summarizing information from one shift to the next. Trying to solve this problem has resulted in months of trials of various still-clunky add-ins to SF which are costly and mediocre.
But the case-tracking problem is not the problem here. It's secondary to the fact that we are not even going to be seeing each other, and need a better way, other than "read the case and emails, doofus," to pass catch-up information to the next people.
Ideally, this would be done over the course of the shift, and could be updated so that the final end-of-shift report is some kind of "this is where things are now" potentially with "here's what I've tried so far" and "here's what the next step is, seeya suckers." Contact info, for example, can be stored in SF easily, but SF is really time-consuming document little updates, and can't output any kind of report to give catch-up. (It has a activity-generated personal blog, but that doesn't summarize, just snows the users with SF links.)
Where should I be looking? Time-tracking software? Is there any that lets you share with a pool of others? Balls are being dropped as it is, and hiring is not currently in the cards, so it's going to get worse.
If it's software, web-based would be perhaps ideal, and if we need to host something here, that's also welcome. We do a mix of Windows and Mac, so cross-platform is greatly preferred. We also mix iOS with Android on the mobile front.
(With apologies for the mixed metaphor in the title.)