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proCAB Update: Progress, Challenges, and Next Steps as of May 27, 2009

The proCAB initiative began with five pilot customers in late April, focusing on full conversion and customer support. Key customers like Brock and RSI have fully transitioned, while others show varying levels of adoption. The support team is addressing feedback and resolving issues, although integration with the Contact Center needs improvement. Four primary areas for enhancement include order entry speed, addressing root causes, bug fixes, and improving support processes. A meeting is set for the week of May 25 to tackle existing string table issues and drive timely resolutions.

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proCAB Update: Progress, Challenges, and Next Steps as of May 27, 2009

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  1. proCAB UpdateMay 27th, 2009

  2. proCAB Update - Background • Began with 5 Pilot Customers in late April • Brock – Converted to 100% proCAB • Opted out on 5/21 • RSI – Converted to 100% proCAB • General Builder Supply – 25% proCAB • Marling – 0% proCAB • Kitchen World – 73% proCAB • proCAB Support Team has been working with customers to resolve issues • Good feedback on level of support • Integration with Contact Center and proCAB Support has not been well coordinated • Four primary areas need to be addressed to move forward • String Table • Scalable process to turnaround corrections • Address root cause issues • Speed of Order Entry • Good progress in tuning poor performance areas • Benchmark against EZCab is not acceptable • Bug – Fix and Enhancements to improve efficiency and effectiveness • Improve integration with Contact Center

  3. proCAB Update - Status

  4. String Table Issues • Daily Resolution Process • Meeting set for week of 5/25 with Tom Linn’s team to work through process issues • Major String Corrections • Adding 2 resources to drive resolution of needed mass updates • Estimated 37 man-days of work to address know issues • Will also perform root-cause analysis on the string issues corrected since turning on proCAB to ensure list is catching most issues

  5. String Table Issues

  6. proCAB Update – Bug Fixes and Enhancements

  7. proCAB Update – Bug Fixes and Enhancements

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