BIS Ticket Management Procedure Standard Customer Support Guide @ Flint Energy Services Ltd. Presented by Mohammad Bhuiyan Presented by Mohammad Bhuiyan
Purpose: • Provide customer’s with fast, & effective solutions throughout the product/support lifecycle. • Provide a continuously efficient and higher standard service to customers. • Create awareness of standard process at Flint. • It is a step by step instructions or guide lines for the individuals who are directly/indirectly involved in customer support role. • Improve communication process. • Improve accountability. • Improve business process
Current Situation: • Currently all the available documents are not as much as details enough to facilitate the standard ticket management process. • No standard process in place • No proper step by step guide line is defined for support professional • No resolution action plan is defined
Business Impact: • Create one standard guide line for Support personnel. • Improve efficiency • Increase accuracy in the customer services areas • Bring goodwill for BIS • Improve higher standard customer service. • Improve the process tracking system (HEAT). • Improve communication • Improve customer satisfaction • Improve over all support system • Increase support awareness and structural procedure • Increase accuracy, effective transparency and accountability
This Guide outlines the following tasks in detail: • Initial Customer Request Handling Process • Service Request Tracking • Customer Support Site Visit Policy • Ticket Management Process • Priority or Severity Classification Process • Service Request Resolution Approach & Action Plan • Escalations Process And so on…
Customer Request Handling Process: • Business Hours of Operation • Customer Process • Customers with Flint Energy Services Ltd • Customers Not with Flint Energy Services Ltd • Off Hours Operation • Support for Obsolete Products
Customer Request Handling Process:Business Hours of Operation: The Desktop Services Helpdesk The following tables show the predefine time frame for the support services business hours of operation. Please see the Appendix B for Phone System Menu Map. The following applications are supported by The Desktop Services Helpdesk - PC, Printer, Internet, E-mail, BB Support, All MAC request, Add/Move Hardware and so on. The Desktop Services Helpdesk can be reached as follows: Note: The Service Desk is closed on Christmas Day.
Customer Request Handling Process:Business Hours of Operation: The JDE Services Helpdesk The JDE Support Services Helpdesk provides support to all systems/applications related to JDE application. The JDE Support Services can be reached as follows: Note: The Service Desk is closed on Christmas Day.
Customer Request Handling Process:Business Hours of Operation: The GBA Helpdesk The General Business Applications (GBA) provides Support to All custom/vendor applications except JDE. The GBA team can be reached as follows: Note: The Service Desk is closed on Christmas Day.
Customer Request Handling Process:Business Hours of Operation: Opportunity Since The Desktop Services Helpdesk starts their operation earlier than the GBA and the JDE, during this gap, The Desktop Services Helpdesk can cover this period of time as a primary support contact in the sense that they will only create Tickets and assign to appropriate group in the absence of these two team and advice customers that someone will contact them upon operational hour except if it’s not priority 1 or 2 case. In that case appropriate method will be followed such as contact the Manager for the particular team. Helpdesk Initiate the Ticket except 8 a.m. to 5 p.m. Assigned to GBA/JDE/Others Note: The Service Desk is closed on Christmas Day.