Issue Management System

How we have got our customers covered

Agenda

Issue Management System (IMS)

Functioning and Reporting

Case Study› Business Intelligence for IMS

Issue Management System

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

Functioning and Reporting

How it Functions?

Setup

Customer Login

Alerting WebXpress

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

New Customer Addition

Service Provider can add their customers with contact details in master

Customer- Service Mapping

Service Provider will assign services applicable to given customer

Customer User Login Creation

Service Provider will then add a user for given customer and assign rights

Customer Login

Customer user will now login to the Issue Management System

Issue Addition by customer

Customer can add issue using menu provided

Issue Addition

Customer will select service, module and provide description of the problem

Issue Addition

Customer can also add a file/ image/ doc to better describe the problem

Issue Added and Auto E-mail sent

System generates a UNIQUE id for each issue submitted

Auto E-mail

System sends an auto e-mail of the ticket to all stake holders

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

Quick Search Output

Charts Output

Report from report menu

Report Query & Output

How to Track and See Reports?

Issue Assignment

Resolution and Customer Updates

Task Assigned to Technical Team

Technical team member will resolve the issue and send the same for approval to customer

Task reassigned

Relevant technical person is selected and task assigned

Auto e-mail sent to technical person

E-mail marked to technical person and product

manager

Issue Selection for resolution

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 to Customer

E-mail marked to customer about resolution

of issue

Customer login Customer will now login and can see that issue is awaiting approval

Issue ApprovalCustomer will add his remarks and close the issue

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

Case Study: BI Analytics

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

Top Customer Analysis

We can analyze which customers account for maximum queries

Issue Trend Analysis

Month wise addition of issues

Thank You

info@webxpress.in www.webxpress.in

KEEP IN TOUCH

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