Challenge 

 The challenge being tackled was introducing a new Customer Relationship Management system   our company . It had been noted that there were n’t proper records of clients who had visited any   of the company ’s branches looking to be served or to make enquiries . It was thus difficult to   assess the nature of clients that were served , whether their issues had been successfully resolved   and how long this had taken . It was therefore important for the company to introduce a new   system that would tackle these challenges . 

 This system , called CRM , was important since it would enable the recording of all customer   interactions by the company ’s staff , including the client ’s personal details , their enquiries and   how long it took to resolve each issue that a client raised . In the long run , this would be helpful   in determining what the key touch points with clients are , which would in turn help the company   in : 

 • Staffing - Allocating staff to areas that handled more clients .   • Improving Turn Around Times -   The system would show how long each customer ’s 

 enquiry or instruction took to resolve and what areas would require further training for   the staff . 

 • Mode of contact – How the interaction with the client was made , e.g. through email , walk 

 in , an intermediary or by phone . 

 Selection 

 Leaning Launch tool was the tool of choice for this challenge . A learning launch ideally means   conducting a small experiment to test a developed idea in the real world . It is an experiment that   involves introducing a product or service into the real world to gauge how it integrates into it and   performs .   The learning launch tool was selected as it helps in gathering insights on how to   improve on the product . 

 Application 

 Since the system had already been created , the learning launch would involve introducing the   system in two of the company ’s branches . The period for the learning launch was set to one   week , as this was deemed ample time for the staff to get used to the system and be in a position   to offer meaningful feedback . Staff from the two branches were taken for an intense training on   how to use this system to open , record , assign and close customer interactions . A representative   from the team involved in developing the system was sent to each of these branches to assist   during the week , in case of any issues arising . Staff in these two central branches were then given   access rights to this system . The staff were also asked to take note of all major highlights of the   system as well as areas that needed to be totally overhauled , those that needed to be improved   on and those that just needed a little tweaking . 

 Focus was given on ensuring that every customer interaction was input to the system , as it is only   this way that the system , and any data derived from it , would be useful . Emphasis was also given   on ensuring that the records input to the system were correct and timely . 

 Insight 

 Almost immediately , there were positive results from use of the system . Due to the system   escalating issues that were not handled on time , we learnt that customer instructions were   handled promptly and marked as closed in the system . Turnaround time for cases was therefore   drastically shortened . Another major improvement was on the following up on cases that had   been handled elsewhere or by a different member of staff . This became easier , since , instead of   having to call the staff member initially involved , it was now possible to determine what the   client ’s query was and how far the case was from completion , just at the click of a few buttons .   The learning launch also made it easier to verify which lines of business had the highest number   of interactions and which ones require the most time to resolve . All this information was   important as it would help in determining what areas needed more focus on in terms of staffing   and training . 

 Feedback from the launch also indicated that a few system changes had to be made . These mainly   involved user preferences on the system ’s interface and not how the system functioned . There   was also an issue on how to group the different types of customer enquiries so as to ensure that   they were all encompassed in the groups created in the system . 

 Approach 

 To improve on the effectiveness of the learning launch as used , it would be important to involve   more customer - facing staff members in the development of the system . This is because they   would give the system developers more insight on the day to day interactions with clients and   improve on the way these are implemented in the system 

 It is also important to conduct intensive training on the system before the learning launch to   ensure that the users are well conversant with it . This would ensure that a successful learning   launch is not hindered by having to retrain staff while the testing is in progress . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Challenge 

 The challenge being tackled was introducing a new Customer Relationship Management system   our company . It had been noted that there were n’t proper records of clients who had visited any   of the company ’s branches looking to be served or to make enquiries . It was thus difficult to   assess the nature of clients that were served , whether their issues had been successfully resolved   and how long this had taken . It was therefore important for the company to introduce a new   system that would tackle these challenges . 

 This system , called CRM , was important since it would enable the recording of all customer   interactions by the company ’s staff , including the client ’s personal details , their enquiries and   how long it took to resolve each issue that a client raised . In the long run , this would be helpful   in determining what the key touch points with clients are , which would in turn help the company   in : 

 • Staffing - Allocating staff to areas that handled more clients .   • Improving Turn Around Times -   The system would show how long each customer ’s 

 enquiry or instruction took to resolve and what areas would require further training for   the staff . 

 • Mode of contact – How the interaction with the client was made , e.g. through email , walk 

 in , an intermediary or by phone . 

 Selection 

 Leaning Launch tool was the tool of choice for this challenge . A learning launch ideally means   conducting a small experiment to test a developed idea in the real world . It is an experiment that   involves introducing a product or service into the real world to gauge how it integrates into it and   performs .   The learning launch tool was selected as it helps in gathering insights on how to   improve on the product . 

 Application 

 Since the system had already been created , the learning launch would involve introducing the   system in two of the company ’s branches . The period for the learning launch was set to one   week , as this was deemed ample time for the staff to get used to the system and be in a position   to offer meaningful feedback . Staff from the two branches were taken for an intense training on   how to use this system to open , record , assign and close customer interactions . A representative   from the team involved in developing the system was sent to each of these branches to assist   during the week , in case of any issues arising . Staff in these two central branches were then given   access rights to this system . The staff were also asked to take note of all major highlights of the   system as well as areas that needed to be totally overhauled , those that needed to be improved   on and those that just needed a little tweaking . 

 Focus was given on ensuring that every customer interaction was input to the system , as it is only   this way that the system , and any data derived from it , would be useful . Emphasis was also given   on ensuring that the records input to the system were correct and timely . 

 Insight 

 Almost immediately , there were positive results from use of the system . Due to the system   escalating issues that were not handled on time , we learnt that customer instructions were   handled promptly and marked as closed in the system . Turnaround time for cases was therefore   drastically shortened . Another major improvement was on the following up on cases that had   been handled elsewhere or by a different member of staff . This became easier , since , instead of   having to call the staff member initially involved , it was now possible to determine what the   client ’s query was and how far the case was from completion , just at the click of a few buttons .   The learning launch also made it easier to verify which lines of business had the highest number   of interactions and which ones require the most time to resolve . All this information was   important as it would help in determining what areas needed more focus on in terms of staffing   and training . 

 Feedback from the launch also indicated that a few system changes had to be made . These mainly   involved user preferences on the system ’s interface and not how the system functioned . There   was also an issue on how to group the different types of customer enquiries so as to ensure that   they were all encompassed in the groups created in the system . 

 Approach 

 To improve on the effectiveness of the learning launch as used , it would be important to involve   more customer - facing staff members in the development of the system . This is because they   would give the system developers more insight on the day to day interactions with clients and   improve on the way these are implemented in the system 

 It is also important to conduct intensive training on the system before the learning launch to   ensure that the users are well conversant with it . This would ensure that a successful learning   launch is not hindered by having to retrain staff while the testing is in progress .
### Output: 