Case Study Scenario Assignment Questions with Solutions

 

Assignment Detail:-

• Number of Words: 1000

 

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EXPERIENCE SPECIALIST CASE STUDY QUESTIONS

Scenario:

An accounting firm that uses Plooto has scheduled over 30 different check payments to go out to 30 different clients prior to the Christmas holiday season this year. The client has scheduled the payments to be initiated and sent out by Dec. 10, 2021 – providing a 2 to 3-week window, so their clients receive the payments before Dec. 31, 2021. On Dec. 24, 2021 – the accounting firm reaches out to our Experience Team to advise that 5 of their clients have not yet received the checks and they are not sure about the other 25 payments. The contact from the accounting firm is frustrated that these payments have not been received by their clients and wants us to investigate the issue and advise why this happened and when their clients will be receiving the check payments. They are also worried about late fees that they may incur with each of these clients who have not yet received their payments and are not pleased with the overall experience. They are awaiting an immediate response with a timely solution to the issue.

Case Study Questions:

Please feel free to interpret the scenario and apply your own procedures and situational assessment of how you would handle the issue without any formal knowledge of Plooto’s policies and procedures. You can apply your own policies, approach, and rationale for how you will troubleshoot, resolve, and communicate the issue and solution to the client.

1. Please provide a breakdown of the response you will give to this client regarding the issue they experienced
2. In your breakdown, please describe how you investigated the issue.
3. Include timelines and set expectations for the accounting firm regarding the information they are looking for
4. Structure your response to the client in the form of an e-mail response
5. Include all solutions and outcomes related to the client’s questions and concerns.

 

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