customer service overview denise navarro & dawn canty-saunders
TRANSCRIPT
Customer Service Overview
Denise Navarro & Dawn Canty-Saunders
• Processes• Tools• Documentation• Training
• Continuous improvement
Customer Service Focus
Receive Order(Pull & Prep)
Log Order
Reconcile
ProblemProcessing
QA
Classify Order
Process Order
RFQ
Sr. / Customer Service Rep (CSR)
Customer Service Manager (CS Mgr)
Quality Assurance (QA) Coordinator
Contract Holder (C/H)Customer
Legend:
RFQ ReviewSubmit to
C/HC/H
Response
Issue?
Issue?
Return toCustomer
Update Order
FillOrder
Customer Satisfaction Survey
End
Yes
No
Help/Customer Satisfaction/Quality Assurance (occurs throughout)
Pre-Order
Order
No
Yes
Customer Service Overview
Contract Holder Report Reconciliation
Surcharge Report
QA
Quality Assurance (QA)
QA
1
1
2
2
Post-Order
RFQ Review
Return to Customer;Request removal
Does RFQhave
Attachment?
End
Review dailyPending quote
Report for Consistency of RFQs
Yes
RFQ automaticallyForwarded to C/Hs
No
Does RFQhave
ProprietaryInfo?
Contact C/Hs ifNo response after
Reply date expiration
Assist customerswith edits/deletions
to RFQs
Provide liaison support between customers/C/Hs
RFQStatus = Do Not
Contact Customer?
Yes
No
No
Yes
Processing Order
Status ‘Screened’
Assign to CSR for
Processing
ProcessOrder
Auto-move to‘Completed’
Folder/Status
End
Status must be‘SR Done’ or ‘Screened’
Archive
Problemfound?
No
Pre-screen/Classify*
Ready to Process
Return to‘Problem Orders’
Yes
Assigned CSR double-checks that order is ready•If Problem found, assign Status and work toward resolution
•Remember to record info into problem tracking log•If no Problem - PROCESS
•Status must “Screened” to Process!•Order is moved to appropriate folder for future reference
Order StatusStatus Description
Completed A single order file that has been separated from a Multi-Order
Invalid Invalid order / problem order that cannot be resolved
Junk Non-order ‘Junk’ information
Multi-Order A file that contains more than one order
ProblemSEWP order processors have found an issue that needs to be resolved before the order can be processed and forwarded to the Contract Holder.
Processed Order that has been entered into the SEWP BOWL
Received Acknowledgement that a file has been received
Resolved Problem orders that have been resolved and can be screened for processing
Scope Review An order that is awaiting scope review
Screened An order that has been reviewed and is ready to be processed
SEWP Business Non order documents that are related to SEWP business
SR Failed An order that failed the scope review process
Unreadable An illegible file
Unresolved Problem orders that cannot be resolved
Problem OrdersLog into Q-App
•Assign Status ‘Problem’ •Route to appropriate Customer Service Representative (CSR) for resolution•Notify Contract Holder of problem/issue•Assigned CSR determines resolution.
•If Resolved, •Status = Received •Return to ‘Classify’
•If Unresolved•Status = Invalid•CSR returns order to Central Bin
•For all, confirm final outcome and record in tracking log
Assign forResolution
Return toCentral Bin
Confirm & RecordOutcome
“Help Desk” Tracking, Lessons Learned, Metrics
“Help Desk”Tracking
**During resolution,contact customeras last resort
Q-App
Enter Contract Holder;Auto-notify of Problem
Return toClassify
YesStatus ‘Received’
Status ‘Invalid’
Auto-move to Invalid folder
Resolved**?No
Pre-screen/Classify*
SEWP Business / Unreadable
Log into Q-App•If SEWP Business-related, assign Status and route to appropriate SEWP personnel for resolution
•Remember to input business info into tracking log•If Unreadable, assign Status •Order is moved to appropriate folder for future reference
‘SEWP Business’
Status ‘SEWP Business’;Assign forResolution
End
Status ‘Unreadable’
Auto move toResolved /Unreadable
Folder
UnreadableQ-App
Pre-screen/Classify*
Quality Assurance
• QA Coordinator responsible for ensuring that quality is instilled within the Order Process, at key points from initial entry to closure
• Focus is on internal quality assurance issues:– Conducting periodic reviews– Identifying / eliminating common problems– Assessing reports/information from vendors– Tracking quality issues– Remedying issues
• Determining next level of review, as necessary
• Performing corrective action
Need Help?
• Help Desk - (301)286-1478 – Contract holder requests for help with orders:
– Non-contract holder requests for help:• [email protected]
– Request for RFQ Help• [email protected]
– Contract holder requests for help (non-order)• [email protected]