Ian   Audit Fresh - GEMS

Audit of website 

There's not a lot to consider other than Platform - this will require a whole new workflow and review because there's internal and external processes that were fed by the CRM 

The reason we did this was to drive sign-ups which were not happening before due to the horribly long google doc that was used for sign-up - 

No external sign ups that we are aware off in Fresh and we never tested the payment side of life as no one ever signed up for that.  We never marketed platform externally (client didnt want it) 

Therefore we don't have stats on whether this worked well for externals and internal sign ups via the form were not significant in numbers (20 in total including a couple of tests) There's definitely more people added but some of them did not come through the form but were given access via Fresh using the email template we created 

Freshdesk is a gap and Ann needs to be involved for this - they didnt want our help with set-up etc (Sensing peeps) so the only part we were supposed to play, editing / enhancing canned responses which never happened - Ann's templates were not bad so not a huge amount of value we were going to provide here anyhow - we needed to get into Knowledge base and start designing templates etc to bring real change but that was parked 

so we know what is happening in Fresh and on the website but next steps require more conversation about what the GEMS team want 

Are we going to market Platform externally?  How do we manage internal vs external if we don't have a CRM - do we like the process we have now or do we need a review 

As discussed with Kris:

Robyn and Ian,

We had a Platform support question come up yesterday. Kevin re-confirmed the fastest way for these issues to be resolved is for a ticket to go to the MSI system with Platform in the title. 

Did we set fresh up to kick any GEMS Platform support questions to the MSI system? Right now, I'm getting a copy of the form, which I have been forwarding to Kevin and Jesse. This often seems like a duplication, but I want to make sure the issue gets seen, and I don't have any access to the MSI system. I had found a not from Kevin saying I could just forward the emails to help@msi.umn.edu and have "GEMS Platform" in the title, which I had forgotten about. But I'm not sure if users were sending two tickets, one to GEMS, one to MSI, or if we had set up Fresh in such a way to do this step and I also forgot about that. :)

Whatever we choose going forward, it would be great if any platform tech questions go to MSI without needing me to forward that email on. 

Kris