OSBO’s Customer Experience Division is pleased to share the bureau's new Salesforce Operating Standards for Managing BPHC Customer Inquiries (PDF). This resource provides BPHC staff with clear and consistent expectations for managing customer inquiries received by phone, email, or through the BPHC Contact Form.

For instance, BPHC staff should:

• Send customers an update at least every three business days for complex inquiries that require more time than usual, providing an estimate for when you will send the next response.
• Include your name in the signature of an email response to humanize the interaction and provide a point of contact in case the customer needs to reach out again.
• Set an out-of-office message in Salesforce when you set one in Outlook, even if you are not the case owner for any tickets. This is useful for conveying availability for ticket management and collaboration if someone chatters you.

We hope you find this new resource helpful! We truly appreciate your continual commitment to HRSA-funded health centers and the 31 million patients they serve nationwide. Thank you for easing each customer's journey as they apply for, manage, and report on awards.

Visit the Customer Experience BIR page for additional resources to help you provide an exceptional customer experience every time.