WebXpress Issue Management System
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Transcript of WebXpress Issue Management System
Agenda
Issue Management System (IMS)
Functioning and Reporting
Case Study› Business Intelligence for IMS
WebXpress IMS
• WebXpress IMS is an online ticketing system used by service providers to manage customers complaints and suggestions
• IMS helps to register issues raised by customers and track action taken
• IMS helps customers to also gain visibility into status of complaints
• IMS helps service providers to keep track of outstanding issues and focus on their resolution
• IMS providers auto e-mail reminders to team for all pending issues
• IMS combined with Analytics providers a very good insight into problems faced and areas of concern
IMS Flow
Issue Registration
Issue Resolution & send for approval
Issue Closure/ Rejection
Issue assign to technical team
Auto e-mail at each stage to relevant stake holder
Customer
Technical Team
Customer
Product Manager
ProcessEntity
IMS Flow
• Step 1– Customer will login to the system and add a new issues– Customer will also provide product details, description of issue
and document if relevant– On submission customer will be issued a unique ticket ID – Also, IMS will send the ticket as an e-mail to customer, product
manager and account manager
• Step 2– Product manager will review the issue at hand and reassign the
same to a technical team member– System will send an e-mail to technical team member about
assigning of issue
IMS Flow
• Step 3– Technical team member will resolve the issue and send the
same for approval by customer– Again, system will send auto e-mail to customer, product
manager and team member about resolution
• Step 4– Customer will check the issue to be resolved and approve the
same from his login– In case customer is not happy with resolution, he will reopen
the issue and same will be available for resolution again– System will send an auto e-mail of the same to all stake
holders
WebXpress IMS – Key Benefits
• Real Time information visibility across Service network
• Reduction in costs due to– Measurement of performance of each service engineer
• Increase in income due to– Ability to handle higher work volume with same investment in
staff and facility– Better service leading to better customer satisfaction, thus
more business– Better information on customers leading to targeted sales
effort
IMS System Setup
• Service Provider will set up the IMS system using masters options available
• Following masters will be set up– Team related masters
o User master – technical team and product team will be added using this master
– Product related masterso Product/Service master – all services provided by service providers will be
addedo Modules master – various modules within a service will be added
– Customer related masterso Customer master – List of customers will be added using this mastero Customer–service mapping – Customers will be assigned services from
service listo Customer user creation – Customer will be given User ID to login to IMS
Customer User Login Creation
Service Provider will then add a user for given customer and assign rights
View of Issues
Customer has multiple methods to view and track issues added
Type issue ID to see status
Click on Issue Charts
Use Reports Menu
Task Assigned to Technical Team
Technical team member will resolve the issue and send the same for approval to customer
Issue Resolution DetailsTechnical team member will resolve the issue and send the same for approval to customer.
He will also add effort required and reason for problem
Auto E-mail after approval
E-mail marked to customer and product
team about closure
E-mails also show the complete cycle
Auto Escalation E-mails
System sends automatic mails if issues are not closed within specific time line
Analytics for IMS
• WebXpress as deployed Qlikview Business Intelligence system on top of its IMS to offer variety of analysis
• This provides a graphical and multi dimensional view of issues across customers and services
• Service Provider can then provide dashboard based reports to its customers and also use them internally for better control on service level
Dashboard
1. Dashboard provides comprehensive snapshot of overall work2. Service task wise assigned by customer on single screen3. Work Done v/s Work Pending analysis on single screen4. This will enable key decision maker for strategic decision
Age Analysis
1. This template will provide pending age analysis customer wise and task type.2. Particular task open for how many days.3. This will enable Key decision maker to take forward steps for particular client
Re-Open Analysis
Re-Open analysis presents snapshot of task which are solved but again same issue reappeared with same type of error
Pending Analysis
1. This will enable decision maker to have comprehensive look on pending work till date2. Customer wise and task wise this can be filtered
Thank You
[email protected] www.webxpress.in
KEEP IN TOUCH
Headquarters Regional Sales Office
114, Sundervilla, S. V. Road,
Santacruz (West), Mumbai – 400052
+91 93 232 428 02
+91 22 325 735 60
ECFY Consulting Pvt. Ltd.
107, First Floor, Suncity Trade Tower,
Sector–21, Gurgaon – 122001
+91 93 117 363 59