First Call Issue Management
It’s a simple fact that a professional approach in providing both timely answers to questions and fast resolution of issues is the quickest path to achieving long-term customer growth and loyalty.
From a CRM or OSS standpoint, this requires software that can capture, analyze and instantly react with a high-quality response, such as a complete, accurate and easily understood answer to any question, as well as the next steps and estimated timelines necessary to resolve any issue.
This can only be fully accomplished with a user interface that has a full 360 degree spatial awareness of everything that could be the subject of a customer contact. This includes instant access to FAQ and knowledge databases, and interactive connectivity to accounting, marketing, maintenance, order fulfillment, workflow management, scheduling and other relevant sub-systems. It also requires issue management processes that continually provide updates to both users and waiting customers, and that expedite resolutions and ensure that nothing gets stalled or falls though a crack.
When an inquiry is received, that cannot be immediately answered, or an issue is reported, that cannot be immediately resolved, users have the ability to open a Call Tag and record relevant facts, such as the call type, call class, caller demeanor, special call-back instructions, comments, etc. This generates a call tag reference number and an automatic search for similar issues that may be currently open.
If the issue qualifies, such as a system outage, users are alerted and can merge the new tag with the existing group, allowing bulk handling of resolutions and customer notifications. If not, the entries automatically determine the minimum severity and priority of the issue, generate an estimated resolution date / time, and assign appropriate resources. While users can then update and escalate open call tags and add memo text and follow-ups, the workflow management system takes it from there. This includes issue escalations and logging each step through resolution, including the cause, resolution and customer demeanor at closure.
Upon closure, customers are automatically notified by SMS or e-mail, and users are notified to follow-up and ensure complete satisfaction with the resolution provided.
Trouble ticketing provides all of the functionality of call tags, but from a trouble ticket prospective, where technical data input, service orders and technician scheduling are commonplace. It also provides a high degree of integration with third-party facilities and mapping solutions that may also be installed.
Web Self-Help Interface
Our Web360 module gives subscribers and agents on-line access to frequently asked questions (FAQs) and the public section of a knowledge base. In addition, it allows subscribers to report issues online and receive a return confirmation that includes the assigned call tag or trouble ticket ID.
Each event that occurs, while a call tag or trouble ticket is open, is saved with its date, time, sequence number, status, estimated close and EMP code of the person responsible. This information is retained during and after closure, and is available for as long as users wish. When combined with additional statistics, such as workflow processes, it can provide an excellent measuring stick to gauge performance, as well as to generate internal and government-required resolution reporting statistics.