| # Basic process flow for calls Support centers, even within one service company, can have different procedures for registering and handling calls. However, the following basic procedures exist for registering a call: A call is electronically registered, so without human interaction. A call is registered by a call taker with little or no knowledge. A call is registered by a knowledgeable call taker who is able to help. In the second and third cases, a customer may give additional information in a subsequent call. Basic process flow for calls 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. You can use LN Service for diagnosing. 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. If the call cannot be solved by the support engineer, the call can be dispatched to: Another support center (second-line or expert support). Field service, if the problem must be solved on site. Depot repair involving RMA, if the customer must send the product (item) to a depot for repair. A subcontractor. 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. The call can be archived in History. Transaction log 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. |