Form - Record ownership strategies

1 Overview

In bxp software (bxp) the ability to use the Form structure to store records / tickets / cases means that there are a number of different considerations when approaching management of the processes.

There is often a management approach to how the records should be processed. Should a person be responsible for types of tickets or should everyone be responsible for their managment? Choosing a strategy that best suits your process / improves your process is an important management task and should be considered carefully. Adoption of different types of strategy require bxp to be configured in different ways to suit your needs.

This article explores the different potential approaches for you to decide which ones or parts of one would suit your operation best which can then be built and applied to your process. The important thing is for you to decide on what approach suits you best.

This articles requires different modules to be available for different scenarios, which are detailed by the Applies to: in each section.

2 No Ownership strategy

• Applies to: Inbound, Outbound, Case Management
• Setup: Simple
• Personal responsibility: None
• Operational Management: None

The simplest of all the strategies. This requires no configuration just the use of the modules. Records are added by users with no need to own or manage records.

Using callbacks via the outcomes allows for phone calls to be reminded in a timely fashion but there is no management requirement to police this approach.

This approach is ideal for smaller campaigns and operations where an individual is responsible and takes ownership through being the only person working on the data set.

3 Creation Ownership strategy

• Applies to: Inbound
• Setup: Simple
• Personal responsibility: Individual
• Operational Management: Some

For sales campaigns predominantly, when a record is added, that record becomes only accessible to the creator of the record, or someone who has a contact history with the record. This strategy allows sales teams to manage their own leads without disturbing others. It still allows managers to see and report on all records.

This is a feature of the Inbound module. In the Forms advanced settings (Main Menu > Form Management > Form - Primary Management > Form - Advanced Settings > Choose your Form > Advanced Options > ) change "Cross User Lookup" from its default of True to False. Now within the Inbound module the "My Data" section will only allow records created by the user to be accessed.

For managerial support within the Inbound module the "My Data - Admin View" allows this setting to be bypassed by the user e.g. allowing an admin search on all records.

4 Predetermined Ownership strategy

• Applies to: Inbound
• Setup: Simple
• Personal responsibility: Individual
• Operational Management: Some

This approach is similar in nature to the Creation Ownership strategy except that instead of data records being added they are imported from an existing CRM or sales list. As part of the load they are already allocated to users. This is useful for Business Development management as it allows Bus Dev Managers to only see their own accounts.

The mechanism of set-up is the same as the Creation Ownership strategy. The big difference is that as data is loaded into the system, the Staff Id field is set to the Id of the owning users.(intCDA_X_StaffId)

5 Interim ownership

• Applies to: Inbound, Case Management
• Setup: Intermediate
• Personal responsibility: Group, Individual - Temporarily
• Operational Management: Some

This is a temporary locking mechanism to prevent two users from working on the same record at the same time.

6 First Come First Served (FCFS) strategy

• Applies to: Outbound
• Setup: Simple
• Personal responsibility: Group
• Operational Management: Some

7 Grouped FCFS strategy

• Applies to: Outbound
• Setup: Simple
• Personal responsibility: Group
• Operational Management: Intermediate

8 FCFS with Ownership on Contact strategy

• Applies to: Blended (Inbound with Outbound)
• Setup: Advanced
• Personal responsibility: Group moving to Individual
• Operational Management: Involved

9 FCFS with Elected / Escalated Ownership strategy

• Applies to: Outbound
• Setup: Intermediate
• Personal responsibility: Group moving to Individual
• Operational Management: Involved

10 Ownership by Flag / Status strategy

• Applies to: Inbound, Case Management
• Setup: Intermediate
• Personal responsibility: Group
• Operational Management: Intermediate

11 Form Transfer approach

• Applies to: Inbound, Outbound, Case Management
• Setup: Intermediate
• Personal responsibility: Group
• Operational Management: Involved