Joined: Dec 05, 2012
Location: Grand Rapids, MI
Wed Jan 16, 2013 7:52 pm
I'm impressed with the Manager response on this thread ... You should all get gold stars! (Or maybe a few free "skills" to distribute ... )
Early in December 2012, I submitted a "Game Setup Request" and didn't get any response. I followed it up with emails and then phone calls and did get some positive action. I'm now on the verge of getting my first fight results after submitting my strategy sheets last week. I'm a returning manager after a 20 year break.
In my opinion, when someone legitimately requests to play Duel2, then RSI should treat that as "pure gold". It should be very high priority to respond quickly with the requested information. Then that person can be turned into a paying member. That's how the business grows!
Through my contact with RSI Customer Service, I'm impressed that they really want to help. I've received very good support after making my voice heard (in a nice way).
My guess is that the current process is a main reason for not providing "Game Setup Requests" in a timely manner. If I were to "dig" into the process, I'd imagine that the "Game Setup Request" goes to an inbox of some sort and must be manually processed. Since there are so many other operational tasks that must be done to get the Duel2 Turns out, it probably "sits" there and piles up until its almost embarrassing to process it.
This is where I'd suggest some automation be added to the process. Automate the majority of the processing and it could be mean quick service. Once the user submits their request the data should be captured and formatted so it can be reviewed with all other requests. In addition, an automated email should be sent out thanking the user for submitting the request and saying it has been received and is being processed. Sending the email is "key" because it demonstrates whether the email is valid or not. Next, RSI Customer Support should review the pending requests to ensure that the information is not "garbage" or the "same person". This "gate-keeper" step allows RSI to approve or reject each request. This should be done daily as part of the normal operational tasks. Once approval is granted, then the automation should take over and do all the necessary steps to prepare the order. This probably includes storing the personal information in the RSI Database, creating an RSI Account, generating a new Duel2 Team roll-up, emailing a "processed" status update and then printing all the "Game Setup Request" stuff for mailing. From here the RSI Support person puts the printouts in an envelope and sends it out. This might not sound "simple", but my guess is that its much simpler than the current process and it communicates to the new customer each step of the process.
I'd recommend that those attending 2013 Face-to-Face in Tempe try to raise this problem and maybe share some ideas to resolve it (if appropriate or solicited).
Didn't mean to be so long winded, but I'm all for process improvement.
Trim, Manager of DM35 Sound (15) Stable
york Expert Poster
Joined: May 07, 2012
Location: Austin, TX
Thu Jan 17, 2013 7:22 am
That RU went out yesterday with 10 others. Hope they get the ball rollin for your friends.
I just returned last year myself. I didnt have any issue getting started and they responded fast. I have found calling works best for me.
Good Luck on the sands, York aka Tolbin
Longshot Grandmaster Poster
Joined: Sep 30, 2012
Location: Port Moody, BC
Thu Jan 17, 2013 9:56 pm
I invited him to join the forums. He still hasn't answered.
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