1 / 7

Request for service – high level flows US Technical Support Entitlement Software

Request for service – high level flows US Technical Support Entitlement Software. R Simon May, 2009. High level request for service process flow.

leann
Download Presentation

Request for service – high level flows US Technical Support Entitlement Software

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 for service – high level flows US Technical Support EntitlementSoftware R Simon May, 2009

  2. High level request for service process flow • The slides that follow depict the high level process flow a customer may experience and the steps IBM may take for various scenarios as they relate to a customer's entitlement to the requested object of service. • These process flows include "up front entitlement" – positive verification of entitlement is required before support can be delivered. This is a requirement of • IBM Business Controls • In accordance with the US Sarbanes-Oxley Act • The actual process and work instructions are FAR more detailed. • If there are any questions please contact the Robert Simon at rsimon@us.ibm.com.

  3. Customer Receive Call RemoteTechnical Support Receive call and Entitlement > US Software > Request for service process flow > A typical call – no problems finding entitlement > 96%of software voice calls go throughto support with NO entitlement problems 4:04Receive Call average handle time • Customer calls 1-800-IBM-SERV for technical support, or requests electronically. • The receive call agent asks what product requires assistance and requests the associated system serial number or customer number. • The agent uses this information to search for the customer's entitlement. • If entitled to support, the agent gathers/verifies contact information, records a brief problem description, and routes the PMR to technical support. • Entitlement verification is a control point in the overall process of delivering remote technical support

  4. Customer Receive Call Customer Entitlement Team RemoteTechnical Support Receive call and Entitlement > US Software > Request for service process flow > Unable to initially find entitlement – entitled 2.6%of requests have an entitlement issueBUT entitlement is found by the SCET 10:24SCET average handle time • If the receive call agent is unable to verify entitlement he will gather/verify contact information, record a brief problem description, and live transfer the customer to the Software Customer Entitlement Team (SCET) for additional assistance. • The SCET will research many other "up-stream" and additional systems to find entitlement information or request proof of purchase from the customer. • If entitlement is found the agent will inform and educate the customer with the entitlement information so that the problems hopefully will not occur in the future, then transfer the customer on to technical support. • If a problem is found with entitlement data the SCET will take corrective actions.

  5. Customer Receive Call Customer Entitlement Team Sales Receive call and Entitlement > US Software > Request for service process flow > Unable to initially find entitlement –not entitled 2.1%of requestsdo not have support 1.8%of requestsare denied service • SCET agent determines that the customer is not entitled for support on the requested product. • The SCET agent offers to transfer the customer to Sales (if available) or have a salesperson follow up with them, and transfers the customer accordingly. • Sales works with the customer to sell a contract for the needed support. • All denied PMRs are sent to Sales as a possible lead.

  6. Customer Receive Call Customer Entitlement Team RemoteTechnical Support Receive call and Entitlement > US Software > Request for service process flow > Exception handling 0.3%of requests are providedsupport but are not entitled • The SCET agent determines an exception exists • Software Enhanced Entitlement program • Off-shift severity 1 production system down situation • Management escalation and override • In the interest of client satisfaction the SCET agent transfers the customer to technical support. • Without the customer on the line, the SCET agent continues to research entitlement using a secondary PMR, taking appropriate actions. If entitlement is not found a lead is sent to Sales.

More Related