team responsibilities for customer support

8/4/2019 Team Responsibilities for Customer Support

1/4

Customer Support Tracking With CRM Version CS002.01

Mirrorplus Technologies, inc Confidential For internal use only

PRIMARY TEAM RESPONSIBILITIES:

This is the team that is the interface to the customer team.

Telephone:

1. Create New Cases.2. Send New Case Acknowledgement emails (This will be automated).3. Create New Activities.4. Assign Cases to Internal Teams from within CRM and not Outlook.5. Telephone Follow ups (Internal and Customer).6. Secondary Team Support.

E-Mails:

1. Check emails create New Cases.2.

Send New Case Acknowledgement emails (This will be automated).3. Create New Activity.

4. Assign Cases to Internal Teams.5. Email Follow-ups (Internal and Customer).6. Close Cases (This will be automated).

Failsafe EWO Orders:

1. Monitor failsafe orders and FTP them to AMC companies.2. Update Failsafe Order document.

Project / Account Synchronization:

1. Monitor synchronization.2. Update Customer.

SECONDARY TEAM RESPONSIBILITIES:

1. No Direct Customer Interaction:2

ndlevel never interacts (email / call) directly with the Customer. They should

always send email to [email protected].

2. Complete Case Info:Never entertain any issue without the following:

i. Case Numberii. Customer Name

iii. Customer Company Name


2/4



iv. Phonev. Email

vi. A brief description about the issue.3. Email Update with Proper Format:

If the case requires interaction of 2nd

Level Engineers directly with Customers

(because it is too technical for 1st

Level to handle), then 2nd

Level Engineers

should update the 1st

Level only in the following email format:a. Email Subject: It should always have the Case Number.b. Email Body: It should have the following detail sections:

i. Case Number:ii. Case Title: (optional description of the case)

iii. Activity Description: (what further work was done on this case orwhat conspired in the telephonic conversation with the customer)

iv. Time Spent: (how much time was spent to work on this case onlyfor this activity)v. Action Item: (what next step is 1st Level supposed to do)

vi. Status: (the case status)4. Read Only CRM User:

A Read only CRM user called CRMUser is now created. 2nd

Level can access

the CRM by this login to get the status of the case they are working on.

CUSTOMER SUPPORT MANAGER RESPONSIBILITIES:

The Customer Support Manager is the interface between the 1st

and the 2nd

Level. He

is the essential link between the Customer Support group and the Engineering Group.

Following are his duties:

1. PRIME AUTHORITY:He is the prime authority and responsible for all the Customer Support issues.Any issue to be escalated by the 1

stLevel should be first run by this person.

2. CRM VERIFICATION:He is responsible for the Microsoft CRM. It is this persons responsibility that he

verifies that every call/email is recorded in the CRM.

3. ASSIGN / REVIEW CASES:He should check and assign/solve all the cases that are left unassigned by the 1

st

Level. Also, he should review the list of all the open cases and enhancements

every evening and submit a report accordingly.


3/4



4. ASSIGN FOLLOW-UPS:He should review the cases and assign the internal and customer NEXT DAY

follow-ups for the 1st

Level. A follow-up report should be generated at the end of

the day has to be ready for the 1

st

Level Morning shift the next day.

5. SHIFT-SWITCH MEETING:He should conduct the 1

stLevel shift switch meeting everyday and ensure that all

pending issues from the Morning shift are rolled over to the Evening shift and no

issue slips through the cracks. All pending issues include all open customerissues, customer follow-ups, case closures. This meeting could be scheduled at

1PM daily.

PROCEDURES DURING SHIFTS:

1. Assign Next Day Follow Ups:Every evening, before the shift ends, Arvind / Ashish should review all the open

cases and put exact comments on each case regarding NEXT-DAY FOLLOW-UPS. The follow-ups must be explicitly divided between the 2 persons in the 1

st

Level.

2. Do Follow Ups for Today:When the 1

stLevel shift comes in the morning, they should look up in the Open

Cases Report and do the Case Follow-Ups as assigned to them.

a. First, do the Customer Follow-Upsb. Then, do the Internal follow-ups.

3. Shift Switch Meeting:The Customer Support Manager must do the Shift Switch from noon to 1PM

everyday. All active cases + follow-ups need to be assigned to specific persons

from Morning Shift to Evening Shift.

PRACHEES RESPONSIBILITIES:

1. Do all Customer and Internal Case follow-ups first thing in the morning.2. Co-ordinate between 1st Level and 2nd Level.3. Check synchronizations every morning.


4/4



WEEKEND SUPPORT PROCEDURES:

1. Calls / Emails:There is a designated Support Person (Shovan, for now) to whom all Customer

Support Calls are transferred in the weekend. This person will be also responsibleto check support emails.

2. Notify Customer Support Manager:He is supposed to first notify the Customer Support Manager first and then based

on the type of issue, they both decide who to delegate the issue to.

3. CRM Update:Secondly, this weekend issue has to be logged in CRM then and there so that

when the Morning Shift comes Monday morning, they are aware of the CaseStatus.

team responsibilities for customer support

Documents