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Request Management System Overview & Education

Request Management System Overview & Education. November 2012. Russell Quattlebaum rquattlebaum@spp.com · 501.614.3520. Agenda. Business Problem & Approach Customer Engagement Process Request Management System Keys to Success Actions to Complete. Business Problem & Approach .

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Request Management System Overview & Education

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  1. Request Management System Overview & Education November 2012 Russell Quattlebaumrquattlebaum@spp.com · 501.614.3520

  2. Agenda • Business Problem & Approach • Customer Engagement Process • Request Management System • Keys to Success • Actions to Complete

  3. Business Problem & Approach • Business Problem: • Customers have commented on surveys they do not consistently get timely and high-quality resolutions • SPP Staff experience confusion and frustration over who is responsible for which customer engagement activities • Approach: • Formalize an engagement process and implement a tool to automate as much of the process as possible • Establish central points of contact to manage requests and engage subject matter experts

  4. Acknowledge Request Customer Care & Engagement Process Settlement Disputes Customer Inquiry Joint WG Action Item Workstream Inquiry

  5. Submitting Request

  6. SPP’s Customer Care & Engagement Process Workstream Inquiry • Acknowledge Request • Request Submitter gets immediate notification that Request was received and assigned • Request states Service Level Agreement (SLA) in place: • 1 day for acknowledgement • 5 days for resolution, or restatement of expectation if beyond 5 days

  7. E-mail Received by Submitter

  8. SPP’s Customer Care & Engagement Process Workstream Inquiry • Assign Request: • Auto-assigned when ‘Quick Pick’ is utilized • CPOC (Central Point of Contact) determines path to resolution • Research / Respond • Assign to SME • Schedule internal meeting • Consult governing documents • Involve Customer Relations

  9. SPP’s Customer Care & Engagement Process Workstream Inquiry • Determine Response • CPOC may pick from list of Tasks, or create Tasks • Any assignee may engage Customer Relations when: • Response requires participation of multiple departments/teams • Response requires facilitation of multiple perspectives • Response impacts customer relationship with SPP • CPOC validates response

  10. E-mail Notification to SME with assigned Task . . . and Notification on RMS Home Page

  11. Task worked by Assigned SME and Task is Completed

  12. SPP’s Customer Care & Engagement Process Workstream Inquiry • Determine Response, cont. • Any assignee may escalate the request when: • Resolution will take longer than the SLA • Resolution will require higher-level of consideration / approval • Urgency of Request due to looming deadline

  13. SPP’s Customer Care & Engagement Process Workstream Inquiry • Fulfill Request • Assignee documents resolution of Request and sends ‘public’ note to submitter • ‘Solution’ includes directions for re-opening request if not satisfied with resolution • Assignees document Labor Hours in ticket

  14. Document & Communicate Solution

  15. Document & Communicate Solution

  16. Keys to Success

  17. Keys to Success, cont.

  18. Actions to Complete Link: https://spprms.issuetrak.com Your User ID = Your SPP e-mail address Password = “Welcome01”

  19. Acknowledge Request Customer Care & Engagement Process Settlement Disputes Customer Inquiry Joint WG Action Item Workstream Inquiry

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