customer ebizccms · customer complaint management system october 2008 ebizccms ebizccms...
TRANSCRIPT
Customer
ComplaintManagement System
October 2008
eBizCCMS
Customer
ComplaintManagement System
October 2008
eBizCCMS
eBizCCMS Customer complaint management system
Process Flow
An overview of the eBizCCMS Customer complaint management system workflow and procedures. Topics include problem ticket recording, routing, and resolution, as well as an overview of the roles and responsibilities of First Level, Second Level, Back office, Supervisors & Program managers
Customer
ComplaintManagement System
October 2008
eBizCCMS eBizCCMS Environment
Level 0: Users
Level 1: First Level support
Level 2: Second level support
Level 3: Back office (escalation users)– Network, IT, Finance etc-
Level 4: Supervisors
Level 5: Program Managers
Customer
ComplaintManagement System
October 2008
eBizCCMS
Users can log in their complaints with eBizCCMS at:
� Call Centre
� Back office
� Retail centre
eBizCCMS Workflow
Customer
ComplaintManagement System
October 2008
eBizCCMS
Customer complaint management system
Components
Complaint
Submission
Complaint
Resolution
BusinessFlows
Employees
QualityDepartment
Customer SelfCare (Web)
Back OfficeLetters / Faxes EMAIL
Head Office
Branches
Call CenterToll Free
Multi Access Interaction
Customer
ComplaintManagement System
October 2008
eBizCCMS
Resolved ?Resolved ?
FaultFault
Fault Incident Registration Fault Incident Registration –– First LevelFirst Level Customer SupportCustomer Support(Second Line)(Second Line)
Fault StatusFault StatusResolutionResolution
YesYes
NoNo
EscalationEscalation(Back office)(Back office)
Program ManagerProgram ManagerQMDQMD
Rep
lyR
eply
Fault Handling Process
Customer
ComplaintManagement System
October 2008
eBizCCMS
CSR
Back EndVendor 1
Vendor 2
Backend
Management
Problem Manager
Second Level Support
• Second Level Support escalates to the Back End• Back End escalates to the Problem Manager• Problem Manager manages the escalation and resolution procedure
with vendors & external entities• Problem Manager updates the Management
Escalation Process
Customer
ComplaintManagement System
October 2008
eBizCCMS
Monitoring & Tracking
Monitoring &Tracking
23
1
Status /Intelligence
Criteria:
1. SLA Specific
2. Fault Specific
3. Drill Down
4. Individual
Tracking
Customer
ComplaintManagement System
October 2008
eBizCCMS
• Enhanced Monitoring and Tracking
• Tracking of Problems – Trouble Tickets
• Accelerated and more efficient processing of Problems
• Convenient Access for all staff members and customers
• Detailed reporting to support quality assurance and continual improvement
• Support for sequence of operation workflows when processing internal or external Problems or Incidents
• Ticket Access rights are elated to roles and groups
• Ticket Assignment on the basis of Roles and Groups
• Status Notifications by email, SMS, Fax
• History Data Creation (all correspondences, actions, transactions are stored within History ticket and can be visualized with a simple click
• Automated Archiving
System Features
Customer
ComplaintManagement System
October 2008
eBizCCMS
Reporting
Customer
ComplaintManagement System
October 2008
eBizCCMS
Summary Reports:
Requests Received Summary by Date by CSRRequests Received Summary by Date by CategoryRequests Received Summary by Date by PriorityRequests Received Summary by Date by Contact Channel
Requests Closed Summary by Date by CSRRequests Closed Summary by Date by CategoryRequests Closed Summary by Date by PriorityRequests Closed Summary by Date by Contact Channel
Open Requests:
Open Requests by PriorityOpen Requests by DepartmentOpen Requests by GroupOpen Requests by CSROpen Requests by Due DateOpen Requests by CategoryOpen Requests by Request Date
Closed Requests:
Closed Requests by PriorityClosed Requests by DepartmentClosed Requests by GroupClosed Requests by Group MemberClosed Requests by Due DateClosed Requests by CategoryClosed Requests by Request DateAverage Completion time by Category by CSR
Overdue Requests:
Overdue Requests by PriorityOverdue Requests by DepartmentOverdue Requests by GroupOverdue Requests by Group MemberOverdue Requests by Due DateOverdue Requests by CategoryOverdue Requests by Request Date
SLS Violation reports – Closed Requests:
All SLA ViolationsSLA Violations by CategorySLA Violations by DepartmentSLA Violations by CSR
All Requests:
All Requests by PriorityAll Requests by DepartmentAll Requests by GroupAll Requests by CSRAll Requests by Due DateAll Requests by CategoryAll Requests by Request DateAll Un-Assigned Requests
Sample Reports
Customer
ComplaintManagement System
October 2008
eBizCCMS
eServiceServer1
eServiceServer2
Active DirectoryWindows 2003 Server
End Users
Web Clients
Backup Server
Recommended Sever Architecture
Customer
ComplaintManagement System
October 2008
eBizCCMS
BridgeSol FZCO
P. O. Box 293730Dubai Airport Free Zone, UAETel: 009714 7017970009714 7017970 Fax: 009714 7017971
eMail: [email protected]@bridgesol.com
Call or Call or eMaileMail
http://www.bridgesol.com