Bakshi Gulam Nomalatha Sankar Venkata Narayana Viswanath

1. Case study on the Problem reporting – customer side activities.EC1 – Software Maintenance Management Bakshi Gulam Nomalatha Sankar Venkata Narayana Viswanath

2. Nobody's perfect. That's a fact, not an excuse.

3. Focal Point The Issue: Every business can expect complaints from customers. It's how a business handles the complaints that matters most, and many do so poorly. The Problem: When companies don't give upset customers a fair hearing or some assurance that the problem won't happen again, they are putting repeat business, profits and growth at risk. The Solution: Treat all customer issues with equal priorities. Even crazy looking problems are sometimes real and all problems seem to be simple only when we find the solution, with cool thinking.

4. Life Cycle of Customer Issue

5. Tools to raise an Issue Looking at the Customer Issue Lifecycle, “Self-Troubleshoot” is the number one step any customer takes when they have a question. A crucial component to this problem solving step is whether the user has access to helpful documentation. If the documentation doesn’t evolve or grow with the needs of its users, then the users will become frustrated and will have to call/chat/email a support agent. Experience in this fields suggests users don’t prefer to contact support over finding the solution themselves. If the answer is available in documentation, it will always take less time for the user to consume the answer than from re-explaining the problem and working through a solution with a support agent.

6. How to control Lifecycle of a customer Issue? Provide a Self-Troubleshoot guide Provide a Knowledge Base (KB) • Reduce no. of support cases & Avoid customer frustration • Make the best documentation in the world, with videos, pictures, and interactive walk-through KB - easily accessible to users • Search & Browse facilities of KB • Remove the emphasis on submitting a ticket Support Ticket • Make it as simple as possible - Keep min. no. of mandatory fields • Get important details Keep the support accessible by various means (Call / Chat / E-Mail) and respond promptly. With the steps above it is possible to effectively manage the lifecycle of the customer issue

7. KB Case Study The Kaidara Advisor Knowledge Management (KM) system at Hyundai Challenge: With the increased complexity in today’s vehicle’s Electronics, even experienced technicians can not be familiar with every vehicle issue. Solution: application to most effectively capture legacy and new service knowledge and make it quickly available for all service technicians. Implementation: - define new business workflows necessary to capture key new service knowledge capture legacy (technical service bulletins, service notes, and service manuals) into the KB - improving lack of search precision – dividing KB into domains

8. KB Case Study The Kaidara Advisor Knowledge Management (KM) system at Hyundai Success Story: Hyundai’s key performance metric for the call center (calls-per-case) metric has decreased by 15% since the deployment of the KM system.

9. A classic Example Say a bank customer requests a cash withdraw from an ATM but the machine fails to issue the cash. The customer becomes worried and goes to one of the bank tellers. The teller checks the account, and assures the customer that there is no problem, that the no amount was deducted from the account. But if the teller only focuses on the fact that the account was credited, he or she has ignored what in the customer's view was the most severe and critical aspect of the service failure: “The worry initially felt, and the extra time it took to verify the deposit”

10. Customer In-site Customers often want to know within a reasonable time • Not only that their problem has been resolved, • But how the failure occurred and • What the company is doing to make sure it doesn't happen again.

11. Do’s and Don'ts Offer more communication channels for customers to file complaints easily. Collect as much data as possible. Don’t try to Delight Your Customers. Don’t try to assume all is well by providing an immediate solution, an apology and some sort of compensation. Don’t see complaining customers as the enemies

12. Service-level agreement A service-level-agreement(SLA) is a part of service contract where a service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time (of the service or performance). Agreement between 2 or more parties, where one is customer and others are service providers. Can be a legally binding formal or an informal “contract”

13. SLAs includes SLAs commonly include segments to address A definition of services Performance measurement Problem management Customer duties Warranties Disaster recovery Termination of agreement

14. SLA at different levels Customer-based SLA Service-based SLA Multilevel SLA • Corporate-level SLA • Customer-level SLA • Service-level SLA

15. Juniper Case Category and Follow up. New Cases: - Classification based on impact on the field. • Non-Urgent Technical Cases • E.g., • Log File rollover. • Auto-Refresh functionality not working etc. • Urgent Problem Reporting • E.g., • Process Crashes so frequently. • IP Address reservation issues etc. Existing Cases: • Tracking Cases. • Regular monitoring on the Problem resolution flow. • Providing necessary details to the Engineering / Service team. • Escalation of Cases

16. Basic Requirements while reporting Problems While creating new cases, the customer must ensure that he has the right and necessary data with him . Listed below are few items that are required by the Juniper Technical Assistance Center (JTAC) from the customer to proceed further with the case. • Customer’s Internal tracking serial number • Definition of the problem in detail • Priority level and impact of the problem • Software version • Appropriate configuration and/or debug data • Current network topology • Remote access

17. Tracking the Cases Problem Replication • In Customer Lab • In JTAC/Engineering Lab. • Troubleshoot live on the affected equipment Audit Trail • Status on resolution progress. • Common Bug Tracking Tool (GNATS) Close the case when you agree that the problem has been resolved.

18. Customer Communication Guidelines The chart below provides Juniper Customer targets for providing responses and communication from JTAC/Engineering.

19. Escalation of Cases. • Customers must participate in Escalation meeting where all the stakeholders are present. This brings the current customer problem into more focus.

20. Customer mood / Reaction. Mutual understanding between a customer and the vendor/service personal. Misconduct have direct Impact on business. Example: • Terilogy / AT&T – PR Cases • Egypt customer (The case that spoiled the Christmas holiday )

21. Conclusion • Two critical findings emerged that should affect every company’s customer service strategy. • First, delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved - does. • Second, acting deliberately on this insight can help improve customer service, reduce customer service costs, and decrease customer churn.