QoS-IT is designed and configured to follow your business’s best practices in case resolution process. Incidents are logged, processed, managed and monitored in the QoS-IT Case entity. New cases are created automatically from incoming Emails, self-serve web portal, scheduled maintenance program, monitoring software’s alerts or manually over the phone. Based on the incident type and severity, an SLA contract is applied to the case and customer’s credit is checked against the Account’s trading terms and the contact’s allotments balance. Background processes calculate, based on the customer’s SLA contract, the response time, mean time to service, first and second escalation times.
Workflows are triggered to ensure the entire process complies with the SLA contract and that customer is informed and updated with the case status whenever such an update is required. Case is automatically assigned to the first available case manager. Case manager, based on his / her knowledge & experience, assigns helpdesk, remote, in-house or onsite Jobs, together with Job Instructions to CSR (Customer Service Representative), to perform the appropriate technical and engineering works required to resolve the case.
Job assignments to CSR are presented as Service Activities in the Service Calendar and viewed in the CSR’s personal calendar and Outlook (when Outlook client for Microsoft CRM is installed). CSR performs his / her technical & engineering works using JCP (Job Control Panel) via Email, phone, research, remote access, lab and onsite repair works and other similar technical activities.
Time spent on each activity and work details are recorded. When Job is completed it is assigned back to case manager for review. Case manager may allocate other Jobs to CSR or close all jobs and hand over the case to administration for billing and invoicing. Stages in this process can be fast tracked if the person logging the case is also the case manager qualified to resolve the case by instantly launching JCP and perform the work, report, bill and close case.
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