Post on 30-Mar-2015
CCS SERVICE REQUESTDelivering a consolidated approach for service request management
Automating Banking Service Requests
FRAGMENTED SERVICE FULFILLMENT
Require a different process for each department request
Take away from Agent productivity
Workflow and communication are often chaotic
SlowTurnaround
Who Should I
Call?
Branches
Electronic
Banking
Loans …
Agents
Banking Departments
CCS SERVICE REQUEST
• Provides consolidated service request process for Agents
• Single Service Request for all services
• Automated routing and tracking of request
• Status updates throughout process
• Powerful reporting
FastResponse
ImproveService
…
CCS ServiceRequest
Agents
Service Departments
Branches
Electronic
Banking
Loans
Agent hits create ticketButton from Outlook
Agent Opens Ticket from Outlook
Agent Submits Ticket
Agent contact information from Active Directory
User Definable category and types
User definable fields
Existing form links in the Details area
Approvals if required for type of request
Agent fills out form and it is attached throughout request tracking,
Assigning Ticket
Ticket Appears in the Call Center Folder to be assigned
Assign Ticket
Ticket can be resolved now or assigned
Ticket can be assigned to 1 or more staff and split into more than one ticket
In Customer Service Centers where Agent assigns ticket, this screen could be used as the new ticket screen
Acme Bank Ticket
Acme Bank TicketAssign from Active Directory
Notify Assigned Staff Email is sent to assigned staff notifying him that he has been assigned a ticket
Ticket can be opened from Assigned Tickets folder or by this link
Ticket moves to Assigned folder
Ticket waiting to be worked on
Assigned Staff works on Ticket
Work Log tracks activities
Can track time spent on ticket
Can re-assign if needed
Link to Outlook Calendar to set up meeting if needed
Once completed, Agent is notified and ticket is moved to completed folder
KnowledgeBase Access
Access Knowledgebase from within ticket or from KB folder
Search for similar issues
Create new KB articles
Notify Agent task is complete
Set up your choice of fieldsService Request Category and types
User definable fields and labels for Agent request form
Detail fields for Ticket fulfillment
Reporting
Report builder allows you to select info to be pushed out to Excel or other reporting tool
Link to existing forms
CS Staff can define pre-existing forms to show up in description area of request ticket
Forms appear based on category and type of request
Link to policies for review
Link to actual form, which can be attached through out the tracking process
Wow weNeed it!
We wouldbe more productive
Ask your Agents!
Thanks for reviewing CCS ServiceRequest
For more information email: sales@crowcanyon.com