Answered

Custom Questions and Organizer are no longer one step

Hello, last year the custom questions and organizer were all in one step.  This year they are separated and have made things (for our firm) more difficult in some ways.  You can't get to the organizer without interacting with the custom questions first, there are too many statuses and when the questions are complete and you download, it also brings a blank copy of the organizer with it.  Last year the way it was worked so much better and we would love to see that again, or at least understand why the change was made and if maybe there is a best practice that would help us.  Thanks!

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Comments

6 comments
  • Official comment

    Hello Kristina,

    Thank you for providing this feedback! We certainly hear and empathize with any frustration that these items you discussed have caused. As we move forward with SafeSend Organizers and continuously look for ways to improve the module, we have submitted improvements for these features as an internal enhancement request to consider moving forward.

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  • This! Organizers has been a nightmare for us this year due to this. They cannot seem to get past the Custom Questions and by the time they call us, they are extremely frustrated and just ask for a paper copy. :(

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  • Agreed.  Our clients are afraid to hit the "Finish" button on the Custom Questionnaire because they aren't finished with their organizer....in fact they tell me they can't find the organizer.  They are just stuck on that questionnaire.  Last year's format did seem easier for clients to navigate.

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  • We are very frustrated.  A lot more complaints this year by clients and employees.  :(  Thank you for letting me know we are not alone!!

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  • We've had the same issues with multiple clients not liking the updated format. With over 100 organizers sitting in the partial completed status. To get a clear picture of the status (if the client had completed their organizer vs client stuck on the questionnaire) we downloaded the excel spreadsheet and sent an email to our clients with that status. Once we receive a response with manually update the status for all that are completed so that we can then download the organizers/source documents. It has created so much additional work for us but it's helping us to be able to get moving on completed organizers

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  • I don't completely mind them being two steps for the client but then I do think they should also be two steps on our end.  Some clients are only completing the questionnaire, skipping the Organizer, and then uploading documents. But it doesn't show that we have downloaded the completed questionnaire because it will only update to that status once the Organizer has been marked complete and then we download.  So we may continuously download the same completed questionnaire over and over again.

    If the client has a questionnaire section, an organizer section, and a document upload section then we should also have each of those with their own set of statuses as well.

    Questionnaire - Not Started, Partially Complete and Complete, Downloaded

    Organizer - Not Started, Partially Complete, and Complete, Downloaded

    Document Upload - Awaiting Upload, Uploaded, Finished, Downloaded

     

    I also agree with a recommendation from another request in the community where they asked for a button clients can check if they are choosing to NOT upload any documents.  Each section should have that button.  I am not completing the Questionnaire. I am not completing the Organizer. I am not uploading documents.

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