Presentation is loading. Please wait.

Presentation is loading. Please wait.

CLT + PHONE SERVICE Service Offering Overview. 2 Objectives By the end of this presentation you will know…. The intended objectives of this MBS CPE initiative.

Similar presentations


Presentation on theme: "CLT + PHONE SERVICE Service Offering Overview. 2 Objectives By the end of this presentation you will know…. The intended objectives of this MBS CPE initiative."— Presentation transcript:

1 CLT + PHONE SERVICE Service Offering Overview

2 2 Objectives By the end of this presentation you will know…. The intended objectives of this MBS CPE initiative The key function of the Call Logging Tool (CLT) The benefits of using the Call Logging Tool How to submit a call via the Call Logging Tool The purpose and use of the Telephone Service How to submit a Credit Request using CLT

3 3 Agenda Module 1 – Introduction to CLT + Phone service Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Information Module 5 – MBS Telephone Service Lines Module 6 – Using CLT for Credit & Rebills

4 4 Agenda Module 1 – Introduction to CLT + Phone service Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Information Module 5 – MBS Telephone Service Lines Module 6 – Using CLT for Credit & Rebills

5 5 Introduction Microsoft is implementing service improvements for MBS Partners These improvements are being delivered on a regional basis starting September 2005 and running through to end of Q3 FY06 A number of service enhancements are being introduced to improve Customer Partner Experience with engaging EOC operations Support A web interface Call Logging Tool (known as CLT) for submitting ITR queries will be rolled-out for the respective MBS Partner base Partners will be able to submit queries and orders directly into EOC Operations Support for resolution As part of this a Telephone service will be available for partners to use if required to follow up on ITR’s raised by CLT

6 6 Introduction to Call Logging Tool (CLT) What is the tool for Incident Tracking? The Call Logging Tool (CLT) is a Web Based tool used by Microsoft Partners to submit queries and orders into EOC What is the purpose of CLT for MBS Partners? A clear communication line in to EOC for operational requests An escalation path to EOC if operational issues are experienced A faster resolution for processing EOC operational requests Where can I find CLT? The tool is available on PartnerSource (https://mbs.microsoft.com/PartnerSource) and accessed from the Worldwide Sites section with then the relevant Country sectionhttps://mbs.microsoft.com/PartnerSource How is it used? Requests are submitted directly from CLT to MBS Customer Support team at EOC How does it work and who uses it? The incident submitted is sent direct to MBS Customer Care Team (EOC). CLT is used by both MBS Partners and Microsoft as such. Note: When EMEA roll-out of CLT + Phone service completes, the service will be changed or made redundant

7 7 Benefits to MBS Partners CLT provides a user friendly query submission interface tool Within CLT, Partners have visibility of their previous ITRs The Call Logging Tool ensures all information required to resolve a query is obtained upfront from the Partner The query resolution Service Level time begins when Partners submit a request through the Call Logging Tool Partners receive an automatic response with an Incident Tracking Reference number (ITR#) A faster resolution processing time versus queries that have been submitted to EOC via All of the above help to reduce query processing times

8 8 CLT + Phone Service - Process

9 9 Agenda Module 1 – Introduction to CLT + Phone service Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Information Module 5 – MBS Telephone Service Lines Module 6 – Using CLT for Credit & Rebills

10 10 To use the Call Logging Tool, Partners must have an account within MBS VOICE and PartnerSource otherwise one will need to be created When a new Professional is added to an Organization within VOICE, there is an option to ‘Send Invitation ’ as part of setting up the Professional This option must be selected so that instructions for linking the Microsoft.NET Passport to the VOICE account are sent by This will then ensure that a PartnerSource account and Call Logging Tool account are created successfully PartnerSource/VOICE account configuration

11 11 If a Professional already exists within VOICE but hasn’t linked their Microsoft Passport, this must be completed When editing a VOICE Professional profile, on the right there is a button called ‘Link Passport’ Clicking the Link Passport button sends an Invitation E- mail to the individual with instructions on how to link the Microsoft.NET Passport to the VOICE account These steps MUST be completed so that an account is created in the Call Logging Tool (CLT) Without a Microsoft.NET Passport linked to the VOICE account there will be no way to login to PartnerSource or the Call Logging Tool PartnerSource VOICE account configuration (cont’d)

12 12 Account Configuration Support To use PartnerSource and the Call Logging Tool a Microsoft.NET Passport must be linked to an account within the VOICE system. If users or VOICE administrators have issues with Passport accounts or any other problems, please contact the Microsoft.NET Passport support team at via the following: ctkey=passport&ct=eformfree ctkey=passport&ct=eformfree If users or administrators have any questions regarding this process, please contact the MBS VOICE support team at:

13 13 Agenda Module 1 – Introduction to CLT + Phone service Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Information Module 5 – MBS Telephone Service Lines Module 6 – Using CLT for Credit & Rebills

14 14 Accessing the Call Logging Tool Partners can access CLT from the Worldwide Sites section for their country located on the PartnerSource MBS web portal

15 15 Accessing the Call Logging Tool The Call Logging Tool can be accessed via the Banner or Article link as indicated in the below screen capture

16 16 Background information on Call Logging Tool Links to supporting information Accessing the Call Logging Tool Link providing access to CLT

17 17 Call Logging Tool – ‘Home’ page When you click the Call Logging Tool link within PartnerSource you are logged into CLT and the ‘Call Logging Tool – Home’ screen is displayed If ITR’s have previously been submitted to EOC a brief summary of them is displayed here (showing last 25 ITR’s or the last 15 days worth of ITR’s)

18 18 Navigating within Call Logging Tool Complete Page 1: Location, Program, Contact Type Complete Page 2: Specific to Page 1 and Submit the Query or Order into EOC Receive an automated with Reference number These Steps are illustrated in the following series of slides Steps From the CLT - Home page click the ‘New Query’ button to submit an Incident Request to EOC The Call Logging Tool consists of 2 pages of information collected on the Incident being submitted

19 19 Call Logging Tool - Page 1 Once you select ‘New Query’ from the home screen CLT Page 1 displays Lets take a closer look…..

20 20 Complete Page 1 – Call Logging Tool Step 1 - Select your country – example ‘Denmark’ (mandatory) Step 2 - Select the Business stream – ‘Microsoft Commercial’ (mandatory) Step 3 - Select the Program Name – ‘MBS’ (mandatory) Step 4 - Select Type for example - ‘Operational Query/Request’ Click ‘ Add to my profile ’ so the system will remember your choice the next time you logon

21 21 Complete Page 1 (cont.) Step 5 - Select Reason for example ‘Price Query’ Step 6 - Select Sub Reason, for example ‘Current Price Point Query’ Step 7 - Enter the Subject which is required Step 8 - To Copy an address on the CLT, enter it in the CC box Step 9 - Click Next to move to Page 2 of the Call Logging Tool

22 22 Complete Page 2 – Call Logging Tool Page 2 asks you to provide additional information based on your Selection on Page 1 Use the Comments box to enter free text and provide more information Attach any required files (make sure to click the ‘Attach’ button) Press the Submit button to send your CLT request to MBS Support Note: See appendix 1 for Credit & re-bill attachments *

23 23 What happens next? Once you Submit your query it is automatically sent straight to EOC Within a few minutes you will receive an from EOC which contains a unique reference Incident Tracking Request number (or ITR#) Note: Please refer to the Appendix of this presentation for examples of typical reasons for contacting EOC Customer Support and the options to be selected within the Call Logging Tool to ensure it is routed correctly.

24 24 Agenda Module 1 – Introduction to CLT + Phone service Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Information Module 5 – MBS Telephone Service Lines Module 6 – Using CLT for Credit & Rebills

25 25 How do I know which options to choose? Using the Call Logging Tool Roadmap for the Contact Codes you will be able to select the correct Reason & Sub-Reason options to use when submitting queries and orders to EOC Lets take a look…..

26 26 CLT Step 1 – 3 Defaults (mandatory) When using the Call Logging Tool, it’s very important you set Step 1, Step 2 and Step 3 on Page 1 of CLT for your profile: Step 1 - Select your Country This must be a Country with CLT implemented Select ‘Add to my profile’ to automatically select this option every time you use CLT Step 2 - Select the Business Stream This must be set to Microsoft Commercial Select ‘Add to my profile’ to automatically select this option every time you use CLT Step 3 - Select the Program Name This must be set to MBS Select ‘Add to my profile’ to automatically select this option every time you use CLT Note: if the above options are not selected for the first 3 Steps then your ITR will not reach the correct area within MBS Customer Support Division

27 27 CLT – Roadmap for Contact Codes

28 28 Agenda Module 1 – Introduction to CLT + Phone service Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Information Module 5 – MBS Telephone Service Lines Module 6 – Using CLT for Credit & Rebills

29 29 CLT query resolution process The following steps outline the query resolution process: As soon as a Partner uses CLT to submit a query it is routed starting into EOC and a confirmation is sent with the ITR number Once an ITR has been raised into the internal Microsoft Customer Support database the SLA for resolution begins MBS Customer Support Agents review the customer query queue and respond to queries by ing a resolution response within the agreed SLA period

30 30 To Check the Status Of An ITR Partners can check the status of a query by ringing a freephone telephone line and quoting the ITR Number to the Agent for an update on the progress of an ITR If an urgent order is being raised and needs priority attention then the telephone service should be utilised When a Partner calls the telephone line the ITR record is updated to note the Partner contact and reason for follow-up The Customer Support Agent answering the call will check the ITR number and advise the status from the customer support database and prioritise accordingly

31 31 MBS Telephone Service Usage As part of the CLT + Phone service, a freephone telephone line is available for Partners to use for your region The Telephone Line can not be called unless CLT has been used to log a query and an ITR# has been issued The MBS Telephone service is to be used for:  Orders that are urgent and need to be processed quickly  Obtaining a status update on a query progress after the ITR number has been quoted  ITR’s approaching the agreed 72 hour Service Level Agreement (SLA) for resolution  Escalating an ITR where a Partner did not receive a quality response from MBS Customer Support

32 32 If MBS Telephone Service Agents are busy with calls or the call is received after business hours, a Voic service in the localised language allows Partners to leave a message with their ITR# The MBS Agents regularly check the Voic service to respond to Partner queries with the status or resolution of their ITR The MBS Telephone service is available from 9:00am to 6:00pm* in the local time of each country (*some time zones do not cover this period fully) Calls to the Telephone service requiring escalation outside the control of a Customer Support Agent can be escalated to a Supervisor and/or Management if the Partner requests Customer Support Agents will also engage the COS to help with the resolution of a query if it is required for completion MBS Telephone Service Overview

33 33 Partners can help Microsoft delivery the new service offering by: Taking advantage of the improved service offering and using the Call Logging Tool with phone service Ensuring Partners submit all contact with EOC for their queries and orders via the Call Logging Tool Only using the telephone service after submitting their ITR via CLT and obtaining their ITR number Always quoting the ITR# received from CLT when using the MBS telephone service How Partners Can Help Microsoft

34 34 Who to Contact With CLT Issues? If Partners require additional training on the Call Logging Tool please contact your Channel Operations Specialist (COS) If CLT is unavailable or you are having a problem accessing the Call Logging Tool please contact the VOICE Administrator at your Partner site to check If the problem accessing the Call Logging Tool remains, either or call the relevant MBS telephone service number provided for your language and the Agents will follow up on your CLT access

35 35 Agenda Module 1 – Introduction to CLT + Phone service Module 2 – Configuring Access to CLT Module 3 – ITR Creation via Call Logging Tool Module 4 – Contact Codes / Taxonomy Information Module 5 – MBS Telephone Service Lines Module 6 – Using CLT for Credit & Rebills

36 36 The Call Logging Tool should also be used by Partners for claiming a Credit and seeking the associated Re-bill A specially formalised template must be completed for approved Credit & Re-bill scenarios and this template is available from the CLT page on PartnerSource This template must be attached as part of the Call Logging Tool query submission process into EOC A sample of this template and the process of uploading this document to CLT is outlined following Should Partners encounter any difficulty using the template they should liaise directly with their COS for help Using CLT for Credits & Re-bills

37 37 Credits & Re-bills Template Once the Credit & Rebills template is submitted via CLT it will be reviewed and forwarded to the relevant department for a resolution

38 38 Log into the Call Logging Tool (CLT) via the worldwide country section on the MBS PartnerSource site Once logged into CLT, click the New Request button Step 1 – Select Country – example ‘Ireland’ for a credit request for a business that is based in Ireland Step 2 – Select Business stream – ‘Microsoft Commercial’ Step 3 – Select Program Name – ‘MBS’ Step 4 – Select Type – ‘Order Transaction Request Step 5 – Select Reason – ‘Adjust or Cancel Order/Report’ Step 6 – Select Sub Reason – choose the Sub-Reason that best reflects why the credit is being requested Step 7 – Enter the Subject line – as this is a required field enter ‘Credit Request’ as the subject Submitting CLT Credit & Re-bill steps

39 39 Step 8 – On the CC line add any addresses to receive a copy of what has been submitted to MBS Customer Support Step 9 – Click the Next button to move to the next page of CLT Step 10 – On the Additional Information page the Comments field is compulsory and should contain as much information as possible Step 11 – The Credit Application form should be attached to the CLT submission because without a completed form, Microsoft cannot process the credit request. Attach the form using the File to Attach section of the screen and ensure the Attach button is clicked to complete attachment process Step 12 – Finally click the Submit button to complete the CLT ITR submission process and the ITR number will be received by shortly afterwards Submitting CLT Credit & Re-bill steps

40 40 Attaching the Credit & Re-Bills template Attached please find a Credit & Re-bill request form relating to Price difference in Dec Steps for uploading and submitting Credit & Re-bill template Credit & Re-Bill tool.xls

41 41 Objectives - Recap This overview covered the following sections…. The objectives of this MBS service improvement The key function of the Call Logging Tool The benefits of using the Call Logging Tool How to submit a query via the Call Logging Tool The purpose of the MBS Telephone Service Lines

42 42 Questions? © 2005 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary.

43 43 Example - Request to Process a Standard Order Select Country – Must be a ‘Country’ with CLT implemented Business Stream - Select ‘Microsoft Commercial’ Program Name – Select ‘MBS’ Type of Query – Select ‘Order Transaction Request’ Reason – Select ‘Process Order/Report’ Sub Reason - Select ‘Standard Order’ On Page 2 enter the Value of the Order (in PO Number field) and enter the Currency Note: If a Partner would only ever contact EOC for submitting Orders, it is possible to select the Step 1-6 options above and select ‘Add to my profile’ for each. This would mean that upon entering CLT, all options would default to ‘Ordering’ options and the CLT submission would begin at the subject field.

44 44 Example - Request to Process a Maintenance Order Select Country – your country Business Stream - Select Microsoft Commercial Program Name – Select MBS Type of Query – Select Order Transaction Request Reason – Select Process Order/Report Sub Reason - Select Maintenance/Service Support Enter the Subject Line On Page 2 enter the Value of the Order (on PO Number field) and enter the Currency and attach the EOC Coversheet Note: If a Partner would only ever contact EOC for submitting Orders, it is possible to select the Step 1-6 options above and select ‘Add to my profile’ for each. This would mean that upon entering CLT, all options would default to the ‘Ordering’ options and the CLT submission would begin at the subject field. This is for sending a new license order for Navision to the Ordering Team and for this order the EOC Coversheet, current Pricelist and the IPLA need to be attached.

45 45 Example – License Query Select Country – your country Business Stream - Select Microsoft Commercial Program Name – Select MBS Type of Query – Select Operational Query/Request Reason – Select General Operational Query Sub Reason - Select License Query Enter the Subject Line On Page 2 use the comments box to enter free text e.g. A query regarding the current license value, the end date of the upgrade agreement, the granules configured on the license

46 46 Example – Request a Partner Change Select Country – your country Business Stream - Select Microsoft Commercial Program Name – Select MBS Type of Query – Select Agreement Transaction Request Reason – Select Amend Agreement Sub Reason - Select Change of Partner Enter the Subject Line On Page 2 attach the ‘Customer Transfer Form” and use the comment box to enter free text e.g. You ask the CCO to process a partner change on the license of your new customer and you submit the Customer Transfer Form with the necessary details

47 47 Example – Claiming a Credit for a Maintenance-Invoice Select Country – your country Business Stream – Select Microsoft Commercial Program Name – Select MBS Type of Query – Select Order Transaction Request Reason – Select Adjust or Cancel Order/Report Sub Reason - Select Maintenance/Price Protection Enter the Subject Line – Enter Credit Request On Page 2 attach the ‘Credit & Re-Bill template” and use the comment box to enter free text e.g. An invoice for maintenance has been sent to you. The invoice is incorrect because the upgrade agreement period has not been applied correctly.

48 48 Example – Claiming a Credit for an Order-Invoice Select Country – your country Business Stream - Select Microsoft Commercial Program Name – Select MBS Type of Query – Select Order Transaction Request Reason – Select Adjust or Cancel Order/Report Sub Reason - Select Cancel Order/Report Enter the ‘Subject Line’ – Enter Credit Request On Page 2 attach the ‘Credit & Re-Bill template” and use the comment box to enter free text e.g. An invoice for license order is incorrect because a wrong granules has been ordered. If the request is submitted within 28 days CCO can credit this granule.

49 49 Example – Process an Order for Additional Granules Select Country – your country Business Stream - Select Microsoft Commercial Program Name – Select MBS Type of Query – Select Order Transaction Request Reason – Select Process Order/Report Sub Reason - Select Additional Product Order Enter the Subject Line On Page 2 enter the Value of the Order (on PO Number field) and enter the Currency and attach the EOC Coversheet and the Pricelist e.g. You would like to add additional modules on an Axapta license and send this order with the EOC Coversheet and the current Pricelist to the CCO Team.

50 50 Example – Request to Terminate Upgrade Agreement Select Country – your country Business Stream - Select Microsoft Commercial Program Name – Select MBS Type of Query – Select Agreement Transaction Request Reason – Select Amend Agreement Sub Reason - Select Terminate Agreement Enter the Subject Line On Page 2 use the comment box to enter free text e.g. The End-customer would like to terminate his upgrade agreement before the cut off date

51 51 Example – Claiming a Credit Due to an Operational Error Select Country – your country Business Stream - Select Microsoft Commercial Program Name – Select MBS Type of Query – Select Order Transaction Request Reason – Select Adjust or Cancel Order/Report Sub Reason - Select Ops Error Enter the ‘Subject Line’ – Enter Credit Request On Page 2 attach the ‘Credit & Re-Bill template” and use the comment box to enter free text e.g. An invoice for license order is incorrect because granules that were on the order that was submitted have been omitted

52 52 Example – Invoice Query Select Country – your country Business Stream - Select Microsoft Commercial Program Name – Select MBS Type of Query – Select Operational Query/Request Reason – Select General Operational Query Sub Reason - Select Invoice Query Enter the Subject Line On Page 2 use the comments box to enter free text Any query regarding an invoice received, e.g. I believed the price for x to be higher


Download ppt "CLT + PHONE SERVICE Service Offering Overview. 2 Objectives By the end of this presentation you will know…. The intended objectives of this MBS CPE initiative."

Similar presentations


Ads by Google