<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/ts/onlinemanual/000087" xml:lang="en">
	<Header>
		<Title xmlns:ssa="http://www.ssaglobal.com" xmlns:HTML="http://www.w3.org/TR/REC-html40">Basic process flow for calls</Title>
	</Header>
	<GeneralSection><Paragraph>Support centers, even within one service company, can have different procedures for registering and handling calls.</Paragraph>
		<List><ListIntro>However, the following basic procedures exist for registering a call:</ListIntro>
			<ListItem>A call is electronically registered, so without human interaction.</ListItem>
			<ListItem>A call is registered by a call taker with little or no knowledge.</ListItem>
			<ListItem>A call is registered by a knowledgeable call taker who is able to help.</ListItem>
		</List>
		<Paragraph>In the second and third cases, a customer may give additional information in a subsequent call.</Paragraph>
		<GeneralSection><SectionTitle>Basic process flow for calls</SectionTitle>
			<List><ListItem>The incoming call is registered and a call number is assigned to the call. Depending on the structure of the service organization, the call can be initially assessed. All calls are assigned a priority, which determines the speed of response, amongst other things.</ListItem>
				<ListItem>You can use SSA ERP Service for diagnosing.</ListItem>
				<ListItem>If the call is registered only (as in first and second case above), a dispatcher can assign the call to a support center or to a support engineer.</ListItem>
				<ListItem>If the call cannot be solved by the support engineer, the call can be dispatched to: <List><ListItem>Another support center (second-line or expert support).</ListItem>
						<ListItem>Field service, if the problem must be solved on site.</ListItem>
						<ListItem>Depot repair involving RMA, if the customer must send the product (item) to a depot for repair.</ListItem>
						<ListItem>A subcontractor.</ListItem>
					</List>
				</ListItem>
				<ListItem>After the problem is solved, the call can be invoiced to the customer. During the administrative handling, warranty and contract coverage is checked and applied. There is also a possibility to verify with the customer that the solution was accepted. At this stage, and depending on the business rules within a service company, the invoicing process can be started.</ListItem>
				<ListItem>The call can be archived in History.</ListItem>
			</List>
			<GeneralSection><SectionTitle>Transaction log</SectionTitle>
				<Paragraph>When a call is registered, a transaction log is created. During the call's entire life cycle, the transaction log is updated. In this transaction log information is stored about when a change was done, for which field, by whom, and the old and new content. This information provides a good insight in the call-solving process. which can not only be used to determine best practices internally, but can also be shared with the customer.</Paragraph>
			</GeneralSection>
		</GeneralSection>
	</GeneralSection>
</ManualTopic>
