1 / 24

Request Management System Overview & Education

Request Management System Overview & Education. October 12, 2012. Russell Quattlebaum rquattlebaum@spp.com · 501.614.3520. Agenda. Business Problem & Approach Customer Engagement Process Request Management System Keys to Success Actions to Complete. Business Problem & Approach.

evers
Download Presentation

Request Management System Overview & Education

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Request Management System Overview & Education October 12, 2012 Russell Quattlebaumrquattlebaum@spp.com · 501.614.3520

  2. Agenda • Business Problem & Approach • Customer Engagement Process • Request Management System • Keys to Success • Actions to Complete

  3. Business Problem & Approach • Business Problem: • Customers have commented on surveys they do not consistently get timely and high-quality resolutions • SPP Staff experience confusion and frustration over who is responsible for which customer engagement activities • Approach: • Formalize an engagement process and implement a tool to automate as much of the process as possible • Establish central points of contact to manage requests and engage subject matter experts

  4. Acknowledge Request Customer Care & Engagement Process Settlement Disputes Customer Inquiry Joint WG Action Item Workstream Inquiry

  5. Submitting Request

  6. SPP’s Customer Care & Engagement Process Workstream Inquiry • Acknowledge Request • Request Submitter gets immediate notification that Request was received and assigned • Request states Service Level Agreement (SLA) in place: • 1 day for acknowledgement • 5 days for resolution, or restatement of expectation if beyond 5 days

  7. E-mail Received by Submitter

  8. SPP’s Customer Care & Engagement Process Workstream Inquiry • Assign Request: • Auto-assigned when ‘Quick Pick’ is utilized • CPOC (Central Point of Contact) determines path to resolution • Research / Respond • Assign to SME • Schedule internal meeting • Consult governing documents • Involve Customer Relations

  9. CPOC View of Ticket upon Submission & Assignment

  10. CPOC’s Options on Ticket

  11. SPP’s Customer Care & Engagement Process Workstream Inquiry • Determine Response • CPOC may pick from list of Tasks, or create Tasks • Any assignee may engage Customer Relations when: • Response requires participation of multiple departments/teams • Response requires facilitation of multiple perspectives • Response impacts customer relationship with SPP • CPOC validates response

  12. Assignment of Task(s) by CPOC

  13. Example of CPOC-assigned Task to SME

  14. E-mail Notification to SME with assigned Task . . . and Notification on RMS Home Page

  15. Task worked by Assigned SME and Task is Completed

  16. SPP’s Customer Care & Engagement Process Workstream Inquiry • Determine Response, cont. • Any assignee may escalate the request when: • Resolution will take longer than the SLA • Resolution will require higher-level of consideration / approval • Urgency of Request due to looming deadline

  17. SPP’s Customer Care & Engagement Process Workstream Inquiry • Fulfill Request • Assignee documents resolution of Request and sends ‘public’ note to submitter • ‘Solution’ includes directions for re-opening request if not satisfied with resolution • Assignees document Labor Hours in ticket

  18. Closing the Request

  19. Document & Communicate Solution

  20. Document & Communicate Solution

  21. Keys to Success

  22. Keys to Success, cont.

  23. Actions to Complete Link: https://spprms.issuetrak.com/test Your User ID = Your SPP e-mail address Password = Welcome01

  24. Acknowledge Request Customer Care & Engagement Process Settlement Disputes Customer Inquiry Joint WG Action Item Workstream Inquiry

More Related