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Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant Customer contacts Market Participant with.

Published byJordan Moore Modified over 10 years ago

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Presentation on theme: "Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant Customer contacts Market Participant with."— Presentation transcript:

1 Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant Customer contacts Market Participant with a Customer Inquiry (12.3.1.1) Receiving Market Participant answers Customer Inquiry (12.3.1.2, 12.3.1.4) Market Participant receives Customer Inquiry (12.3.1.1) General Customer Inquiry (12.3.1.2 & 12.3.1.3) Can inquiry be resolved by Receiving Market Participant (12.3.1.2, 12.3.1.4 & 12.3.1.5) Customer receives response to inquiry (12.3.1.2, 12.3.1.4) Yes No 1 Yes 2 RXQ.12.4.1 General Practices for Customer Inquiries Process Flow No

2 Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant Identity confirmed (12.3.1.6.1) No Customer informed of correct process (12.3.1.6.3) 1 Receiving Market Participant responsible for Customer Inquiry (12.3.1.6.2, 12.3.1.6.4 & 12.3.1.6.5) Yes Receiving Market Participant responds to Customer Inquiry (12.3.1.6.4) Customer receives response to inquiry (12.3.1.6.4) Yes 2 No RXQ.12.4.1 General Practices for Customer Inquiries Process Flow

3 Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant 2 Refer Customer Inquiry and forward all information to Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Direct Customer to Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Receiving Market Participant contacts Subject Matter Expert Market Participant to resolve Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Customer receives contact Information for Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Customer contacts Responding Market Participant (12.3.1.5 & 12.3.1.6.5) Responding Market Participant receives Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Responding Market Participant responds to Customer (12.3.1.5 & 12.3.1.6.5) Customer receives response to inquiry (12.3.1.5 & 12.3.1.6.5) Responding Market Participant receives Customer Inquiry and Information (12.3.1.5 & 12.3.1.6.5) Responding Market Participant responds to Customer (12.3.1.5 & 12.3.1.6.5) 3 RXQ.12.4.1 General Practices for Customer Inquiries Process Flow Receiving Market Participant chooses response option (12.3.1.5 & 12.3.1.6.5) Option 3 Option 1 Option 2

4 Customer Responding Market Participant Receiving Market Participant Subject Matter Expert Market Participant RXQ.12.4.1 General Practices for Customer Inquiries Process Flow 3 Subject Matter Expert Market Participant receives Customer Inquiry from Receiving Market Participant (12.3.1.5 & 12.3.1.6.5) Subject Matter Expert Market Participant determines response to Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Subject Matter Expert Market Participant sends response to Receiving Market Participant (12.3.1.5 & 12.3.1.6.5) Receiving Market Participant receives response from Subject Matter Expert Market Participant (12.3.1.5 & 12.3.1.6.5) Receiving Market Participant responds to Customer Inquiry (12.3.1.5 & 12.3.1.6.5) Customer receives response to inquiry (12.3.1.5 & 12.3.1.6.5)

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