Productivity Solutions for Service People
- Response Time
- Service Contracts
- Service Level Agreements
- Knowledge Base/FAQ’s
- Field Service
- Service Portals
Escalation is the process of notifying key people when certain criteria are met about a support issue. The most common uses of escalation are based on the customer’s importance, violation of service levels, lack of progress on resolving an issue, or a pattern of problems. Escalations are frequently implemented through workflows.
Supporting Solutions: CRM, BPM, Support software
Response Time is the measurement of support’s ability to react to a problem. In the service industry, response time is critical. It’s measured in two ways: Mean Time to Repair (MTTR) or Mean Time to Failure (MTTF).
Mean Time to Repair refers to the amount of time it takes for a service department to become aware of a situation and fix it. Mean Time to Failure is the time the product has been operating up to the point that it fails. Both measurements of response time should be continually analyzed and monitored. If the response times are improving, MTTR will go down and MTTF will go up. Trend analysis helps management evaluate success with products based on variations with these two indicators.
Supporting Solutions: CRM, Business Intelligence, Support software
Before opening a case, it’s important to understand the existing service agreement with the customer. Contract modules in CRM track your service agreements at incident, hourly, warranty, and periodic levels. As a best practice, workflows are usually set up to notify customer service or sales of service contract expiration.
Supporting Solutions: CRM, Content Management software
Service Level Agreements
A Service Level Agreement (SLA) is a component of the contract module that displays your commitment to the customer. SLA’s are usually tied to an escalation, so if you cannot meet your commitment, people know about it ahead of time. The SLA is standard in most CRM modules and is implemented through the product or a workflow within the product.
Supporting Solutions: CRM
Knowledge base/FAQ platforms are public or private facing platforms that take standard problems and associate them with solutions. They’re designed to document common issues and how to resolve them. Articles can be simple or complex, rated by operators or users, and contain attachments or links to other systems. Information posted in the knowledge base is usually vetted to ensure accuracy. All FAQ’s and knowledge bases are searchable.
Supporting Solutions: CRM, Support Software
Workflows are excellent for standardizing how employees escalate problems and ensuring that SLA’s are met. Workflows are designed to automate common tasks and enforce policy by providing a consistent set of rules.
Compatible Solutions: CRM, BPM, Productivity Tools
Field service is typically implemented as a mobile solution for service management, with a few additions. Field service people frequently need to return and order parts, look at customer product information, and track time and travel expenses. The module typically has a scheduling component so representatives can build off multiple visits. For example, a rep may go on-site with a client, see that a part needs to be ordered, leave, and come back with the part. Scheduling for those visits is accommodated through the natural structure of the field service solution.
Compatible Solutions: CRM
A portal is the public facing knowledge base/FAQ which allows users to record & track cases, look at product info, order parts & components, and update & manage their own registered products.
Compatible Solutions: CRM
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