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Delivering a consolidated approach for service request management Automating Banking Service Requests.

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Presentation on theme: "Delivering a consolidated approach for service request management Automating Banking Service Requests."— Presentation transcript:

1 Delivering a consolidated approach for service request management Automating Banking Service Requests

2 Require a different process for each department request Take away from Agent productivity Workflow and communication are often chaotic Slow Turnaround Who Should I Call? … Agents Banking Departments

3 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 Fast Response Improve Service … Agents Service Departments

4 Agent hits create ticket Button from Outlook Agent Opens Ticket from Outlook

5 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

6 Agent fills out form and it is attached throughout request tracking,

7 Assigning Ticket Ticket Appears in the Call Center Folder to be assigned

8 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

9 Assign from Active Directory

10 Notify Assigned Staff 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

11 Ticket moves to Assigned folder Ticket waiting to be worked on

12 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

13 KnowledgeBase Access Access Knowledgebase from within ticket or from KB folder Search for similar issues Create new KB articles

14 Notify Agent task is complete

15 Set up your choice of fields Service Request Category and types User definable fields and labels for Agent request form Detail fields for Ticket fulfillment

16 Reporting Report builder allows you to select info to be pushed out to Excel or other reporting tool

17 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

18 Wow we Need it! We would be more productive Ask your Agents! Thanks for reviewing CCS ServiceRequest For more information


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