Console Training Version Copyright IBRC, Inc.

Transcription

1 1 Console Training Version Copyright IBRC, Inc.

2 Table of Contents 1. Introduction to OPEN-LINE The Customer s Experience The Console User s Experience A. Tickets Tab B. Accounts Tab C. Customers Tab D. Reports Tab E. Preferences Tab F. Support Tab The Resolution Process and Re-opened Tickets Ticket Escalation Sending Check-ins Advanced Search Options For More Information or Technical Assistance Index

3 3 1. Introduction to OPEN-LINE

4 Introducing OPEN-LINE OPEN-LINE is a simple-to-use, on-line tool that proactively solicits feedback from your customers via . OPEN-LINE allows your customers to register problems, compliments, and ideas directly to you through a personalized URL provided in the check-in. OPEN-LINE automatically notifies you when feedback is received. It establishes a feedback-loop with your customers so that their issues are never closed without the their agreement. And, it escalates forgotten issues to designated managers so that customer issues are never lost. OPEN-LINE provides a real-time window into every customer s state of experience for you to oversee. 4

5 1a check-in s are sent to customers How Does It Work? 2 3a Do you have any YES Problems, Compliments, or Suggestions? Open-line Web-site 1b Customers can access link at anytime OPEN-LINE s escalation loop ensures that issues do not get lost. OPEN-LINE s feedback loop ensures that customers are satisfied with the resolutions to all Problems and Issues. 3b NO Customers simply disregard s (but they know you asked) 4 5a Console users respond to customer submissions in real time Management oversees all real-time customer activity On-line reports are generated on demand Monthly reports can be generated on a schedule and delivered via 5

6 6 2. The Customer s Experience

7 The process begins when OPEN-LINE sends check-ins to your designated customers looking for problems and issues (and compliments, comments, suggestions, and ideas). 7 Customers simply click the personalized URL link embedded in the check-in to access the OPEN-LINE website.

8 Once connected to the OPEN-LINE website, the customer chooses the type of feedback to submit by clicking on the appropriate icon. 8 Customers always have the option to opt out of the OPEN-LINE process.

9 9 Customers enter their feedback in their own words.

10 OPEN-LINE thanks your customers and confirms receipt of their submissions via . The entire process takes only a few minutes. 10

11 11 3. The Console User s Experience

12 What Is a Console User? A key employee who receives, takes ownership of, and addresses customer feedback through the OPEN-LINE console. Console users often act as facilitators between the customer and other employees who might be the subjectmatter experts required to find resolutions to customer issues. Communications with the customer may often take place outside of OPEN-LINE (by telephone, for example, or through a subject-matter expert), but the console user is responsible for managing and recording the process through OPEN-LINE. 12

13 For console users, the process begins when OPEN-LINE copies them on the customer s confirmation . This alerts the console user, who may not be at the OPEN-LINE console, that customer feedback has been submitted. All the information needed to start addressing the customer s issue is provided in the . You don t have to be at the OPEN-LINE console to start working on a solution. 13

14 Console users log into OPEN-LINE using their personal user id s and passwords, assigned when the account is set up. Save the console URL to your IE Favorites for easy access. 14

15 The OPEN-LINE console is organized by tabs, accessible from the top horizontal navigation bar. Depending on the console user s permission settings, five to eight tabs will display. Almost everyone has access to the six basic tabs: Tickets Accounts Customers Reports Preferences, and Support 15

16 16 A. The Tickets Tab

17 The console opens on the Ticket Summary View of the Tickets tab. This page provides an overview of all the tickets assigned to the console user. Tickets may be sorted by any field displayed in the Ticket Summary View by clicking on the desired header. A ticket is feedback (that is, a problem, compliment, or suggestion) submitted by a customer and identified by a unique Ticket ID number. 17

18 Console users access individual ticket details and functionality for ticket management by clicking on an individual ticket s Ticket ID number. 18

19 Once you click into a ticket, three tabs display: Ticket Update, History, and Memo Resolution. 19

20 The all-important Ticket Update page provides an overview of the individual ticket and functionality for console users to add notes and manage each ticket s status. 20

21 There are four sections to the Ticket Update page. Ticket Detail Ticket Update Customer Text Ticket History 21

22 The ticket-detail section displays the customer contact information, ticket number, ticket type, and also the date the ticket was created. Ticket Detail 22

23 The customer-text section of the Ticket Update page displays the customer s most recent text entry. Customer Text 23

24 The ticket-update section puts ticket management at your fingertips Ticket Update 24

25 Use the Update Text box to record the steps taken to resolve the customer's issue as well as the communications by and between the customer, you, and the subject-matter experts. 25

26 As an added convenience, text entered into the update field can be used to automatically populate an pre-addressed to the customer. 26

27 OPEN-LINE provides nine different Status categories to manage tickets: five that can be set by console users and four set automatically by the OPEN-LINE system. 27

28 Each of the Status categories carries a specific meaning and some categories trigger actions by the OPEN-LINE system. Status Category Type of Ticket Applied To Set By Indicates Action Triggered In Progress All Console User The ticket is being worked on. None Reassigned All Console User A ticket has been reassigned to a new console user. If the option is selected, a notification is sent to the newly assigned console user. Acknowledged Compliments or Suggestions (Never Problems) Console User The ticket has been read and any action required has been completed. None Solved Problems Console User The console user considers the problem resolved. Not Solvable Problems Console User A resolution for the problem cannot be found. A resolution is sent to the customer with the opportunity to re-open the ticket. None New All System The ticket has not been clicked into yet. None Open All System A new ticket has been clicked into, but is not being worked on yet. Escalated Problems System A new ticket has not been clicked into within 24 hours of receipt OR a ticket in process has not been updated within 48 hours. Reopened Problems System The customer does not agree that a problem ticket has been resolved and requests further action. None An escalation is sent to the console user and to the escalationpoint person. None 28

29 In order to better manage ticket resolutions, console users may also set Due Dates and may re-classify ticket categories using the drop-down fields. Note that console users have the option to show or hide drop down menus. 29

30 If the console user has administrative rights to do so, the Assigned To field may be used to re-assign tickets to other console users. 1. Set the Status to Reassigned. 2. Select the new console user from the drop-down menu. 3. If desired, send an automated notification to the new console user by checking the box. Remember to click Update & Save to process all updates. 30

31 The ticket-history section on the Ticket Update page is sortable by entry date and allows you to see, while you continue to work on the ticket, all prior updates made to the ticket (including the customer s original and re-open text, console-user entries, and system updates). Ticket History 31

32 The History page, like the ticket-history section of the Ticket Update page, displays all updates made to the ticket. If you need to share or print what s happened, doing it from the History page is ideal (simply right click and print to file or device). Entries display in reverse chronological order, so the most recent history appears at the top. 32

33 To facilitate the creation or modification of Best Practices, the Memo Resolution page provides space to record root causes and solutions and/or final communications to customers. Prior entries to the Memo Resolution field display as History here. 33

34 34 B. The Accounts Tab

35 The Accounts tab provides a list of the customer groups to which the console user has access. Most console users only have access to one or two groups even though their company s account on OPEN-LINE may be made up of dozens or even hundreds of customer groups. 35 Click on a customer group to open the Group Details page for that group. A customer group is the smallest logical unit used on OPEN-LINE for assigning console users and for preparation of reports. It might represent a geographic region or a particular type of customer.

36 The Group Details page provides access to a full overview of the customer group and to functionality for adding new customers. 36

37 Click on Group Summary to get additional set-up details for the customer group. 37

38 The Group Summary provides full set-up details, including check-in schedules and the drop-down categories your customers see. 38

39 Click on the Group User List to see which console users have been assigned to the customer group. 39

40 The Group User List displays and permits updates to the consoleuser information (that is, which console users are assigned to the customer group, their addresses, etc.). 40

41 Finally, new customers can be added on a one-off basis to the customer group from the Group Details page. Click on Add a New Customer to start the process. 41

42 Fill in the data fields for the customer in question. First name, last name, and address are required fields. Click Save to complete the process. 42

43 43 C. The Customers Tab

44 The Customers tab displays the list of individual customers who are set up in OPEN-LINE and assigned to the console user. Often, there are more customers in OPEN-LINE than can be displayed on a single page on the console. 44

45 Click on a letter of the alphabet to view only those customers with last names that start with that letter. Or, search for a particular customer by entering first name, last name, address, and/or company name and clicking the Search icon. If the customer you re looking for is not in OPEN-LINE, use the Accounts tab to add the customer. 45

46 Customers may be removed from OPEN-LINE using the opt-out function (this makes sure they won t receive any additional checkins, usually at the customer s request). 1. Click the opt-out check box Click Process to complete.

47 You may customers directly from the Customer List. Click on the customer s address to open a pre-addressed window. 47

48 Click on the customer s unique ID to edit the customer s contact information or to send an individual check-in to the customer. 48

49 Click on Edit to update the customer s contact information. Please refer to section 6, Sending Check-ins, for more information about this process. 49

50 50 D. The Reports Tab

51 OPEN-LINE reporting lets you assess the customer experience within or across all your customers and customer groups, with: Real-time data Web-based graphical reports Drill-down capabilities Multiple-format data exporting capability A library of pre-configured, standard reports Ad-hoc reporting functionality* 51 * This functionality is only available to OPEN-LINE Essential console users.

52 To access reporting, click on the Reports tab. NOTE: A more detailed instruction manual for running reports is available on the Help & Information page. 52

53 Simple directions for running reports, whether standardized library reports or customized ad hoc reports*, are provided on the Reports home page. 53 * This functionality is only available to OPEN-LINE Essential console users.

54 To get started, simply click on any report title in the Library. Click a report title to launch it. 54

55 The report you select displays real-time data using the default parameters (that is, all customer groups to which you have access for a three-month date range ending on the current date). Click on any data point to drill down to the ticket details behind the numbers. 55

56 Drill-down functionality can take you all the way to the individual ticket history with just a few clicks. Underscored data may be clicked on to drill down. Use the Return icon to back up to the first drilldown page and start another line of inquiry. 56

57 Any report may be exported to a variety of formats, including Excel, PowerPoint, and Rich Text. Click on the Export icon to download the report to a file type of your choice and, if desired, print. 57

58 To run a new report with the same date-range and customergroup parameters, simply click on a new report title. Click a new report title from the library. Many reports allow you to customize the display. 58

59 If you need data that s not provided in one of the pre-programmed library reports, use OPEN-LINE s Ad Hoc Reporting* function. Click the Ad Hoc Reporting tab to get started. 59 * This functionality is only available to OPEN-LINE Essential console users.

60 There are three steps to creating an Ad Hoc report: (1) select detail columns, (2) set filtering conditions, and (3) choose table style. 60

61 As with standard reports, all Ad Hoc reports may be pagedthrough, printed, ed, exported, searched, saved, or re-sized. Ad Hoc reports provide automatic drill-down functionality. Click on the ticket ID to drill-down to ticket history. 61

62 62 E. The Preferences Tab

63 Preferences has two tabs (Tickets Page View and User Profile) that allow console users to personalize their view of the all-important Tickets Summary View page and to update their user information. 63

64 The Preferences tab opens on Tickets Page View, where console users can design the layout of their Tickets Summary page. Here s how the Ticket Summary View page looks now. Note how Column 1 is defined as Type, Column 2 as Ticket ID, etc. 64

65 Change the Tickets Summary View page by selecting field names from the drop-downs provided. Notice how Column 1 now displays the Status field. 65

66 Click the check box to update your default settings with these new selections. Your Tickets Summary View page will reflect these choices whenever you log on. 66

67 Console users can also set the created-date time frame that the system uses for displaying tickets on the Tickets Summary View page. A longer time frame will display more historical data. 67 Open tickets NEVER disappear from the Tickets Summary View page. The time-frame settings only impact tickets that have already been closed.

68 The User Profile page lets console users update their contact information, their time zone (used when date-and-time stamping entries), and their user name and password. Click the Edit button to update any items in your profile. For security reasons, it s a good idea to change the password originally assigned to you. 68

69 To set default application preferences, select the option that applies to you from the Preferred System drop-down menu. 69 By selecting the system you use, the auto- check box on the Ticket Update page will be enabled. Always click the Save button after you make a change to your profile.

70 70 G. The Support Tab

71 Access OPEN-LINE s support services by clicking on the Support tab. Use Support to send us your new customer lists, report technical issues, request account changes, or renew your OPEN-LINE subscription. 71

72 Customer support for console users is provided through IBRC s project communication tool, ProComm. (A new window opens with ProComm when you click Support.) 72 ProComm Project Communication Tool

73 ProComm allows OPEN-LINE console users to communicate directly and easily with the OPEN-LINE support staff. 73 ProComm tracks your communications as tickets, similarly to how OPEN-LINE tracks customer feedback as tickets. Click on an ID # from the Review page to view details, read history, or provide communication updates for the tickets you have created.

74 The Update page lets you view ticket details and provide updates using a format you ll recognize from OPEN-LINE. You have space to provide more information for an inquiry or task at the top of the page. History is displayed in chronological order at the bottom of the page. 74

75 Post a new ticket (for example, a request to set up a new customer group or a question about functionality) from the Submit page. Files, such as customer lists or a screen shot of an error message, etc., can be attached to ProComm tickets. 75

76 Files attached to tickets can be sorted and easily accessed through the Attachments tab. ProComm keeps all your OPEN-LINE support communications and files in one easy-to-access and easy-to-use place. No sorting through s, computer directories, or notes. No messages getting lost in the mail. 76

77 77 4. The Resolution Process and Re-opened Tickets

78 When a console user sets a customer s ticket status to Solved, OPEN-LINE sends an immediate notification to the customer to make sure the customer agrees that the issue has truly been resolved. If the customer is satisfied, no action is required. If the customer is NOT satisfied, the customer clicks on the URL link to reopen and update the original ticket. 78

79 Console users are immediately notified by when a ticket is reopened by a customer. 79 And, the ticket status is immediately changed to Reopened and displayed in red on the console.

80 Console users process reopened tickets just as they do new tickets, through the Ticket Update page. Checking with customers to make sure their issues have been fully resolved helps assure customer satisfaction. No issue is ever closed unless the customer agrees it has been solved. 80

81 81 5. The Escalation Process

82 OPEN-LINE assures that your customers issues and problems are never forgotten, overlooked, or lost in the system by using a process called escalation. 82 If a problem ticket is not opened or updated in a timely fashion or if a due date is approaching, OPEN-LINE automatically sends alerts to both the console user and the designated escalationpoint person and changes the ticket status to Escalated.

83 Escalation occurs under three conditions: Type of Ticket Originating Status of Ticket Escalation Rule Number of Escalations Processed per Ticket Problem New If a new problem ticket has not been opened within 24 hours of submission, excluding weekends, the ticket escalates. 1 Problem Open, In Progress, or Reassigned If an open, in-progress, or reassigned problem ticket has not been updated within 48 hours, excluding weekends, and does NOT have a Due Date assigned, the ticket escalates. 1 Problem Open, In Progress, or Reassigned An open, in-progress, or reassigned problem ticket WITH an assigned DUE DATE escalates on the due date starting at 8:00am PST. Unlimited Even though OPEN-LINE notifies the escalationpoint person via , the original console user retains responsibility for processing the escalated ticket (unless the ticket is manually reassigned). 83

84 84 6. Sending Check-ins

85 Sending Check-ins Typically, check-ins are sent automatically to customers according to predefined schedules. No intervention by the console user is required for these scheduled check-ins. Some situations, however, require that check-ins be sent to customers on a one-off basis in order to follow up on a specific event, such as delivery of a product or service. These types of check-ins are called event-driven. Console users prepare and send these (usually customized) check-ins directly from the console. 85

86 Event-driven check-ins may be sent from either the Customers tab (after clicking on the customer Id for the customer in question) or the Accounts tab (after adding a new customer). Click Send Check-in from either page to start the process. 86

87 The New Check-In window opens, pre-populated with the chosen customer s address. 87

88 Console users select the check-in template they would like to use as the base for the . More than one template may be listed so use caution in selecting the correct one. 88

89 Selection of the template populates the Subject field and the Text field. These may be modified as desired before sending the check-in. Click Send Message to send the check-in. 89

90 OPEN-LINE confirms that the check-in has been sent successfully. 90

91 91 7. Advanced Search Options

92 The Advanced Search Options tool allows the console user to determine which tickets are displayed on the Ticket Summary View page. Click on Show /Hide Advanced Search Options to open the tool. 92

93 For example, a console user may want to see only the problem tickets submitted by a particular customer or only tickets that have Escalated. Select from the drop-down fields and/or fill in the text and date fields provided. You have the option to match ANY or ALL search criteria selected. Click here to initiate the search. 93

94 The tool is especially useful for locating older, closed tickets that no longer routinely appear on the Ticket Summary View page. Use the Created date fields to expand the window beyond six months. Click here to hide the tool after you have made your selections. Selections made through Advanced Search Options are reset to the default settings when you log out. 94

95 95 8. For More Information or Technical Assistance

96 Console users can find additional information, including a copy of this training presentation, in the Help & Information link on the console. 96

97 We re Here to Help With OPEN-LINE! As soon as your account is up and running, and each month thereafter, we ll send you an OPEN-LINE check-in with your own personalized URL link Subject Line: OPEN-LINE Check-in for Console Users Use the personalized link provided in these OPEN-LINE for OPEN-LINE ( O4O ) check-ins to let us know about your experiences with OPEN-LINE, including any issues, problems, comments, suggestions, or compliments you might have for us. NOTE: The Support tab on the OPEN-LINE console should be your first line of support for OPEN-LINE, but O4O is always an option. 97

98 98 9. Index

99 Index Subject Page # Ad hoc reporting Adding a new customer 41 Advanced search options 91 Check-in 7 Check-in templates 88 Confirmation 10, 13 Console URL 14 Customer groups, definition 35 Customer support 70, Disappearing tickets 67, 94 Due dates 29 preferences 69 Escalation rules 83 Escalation 82 Event-driven check-ins 85 Exporting data files 57 Getting help 70-76, Help & information page 96 Memo Resolution page 33 Modifying Tickets Page view Subject Page # OPEN-LINE for OPEN-LINE (O4O) 97 Opting-out customers 46 Passwords 68 Printing a report 57 ProComm 72 Reassigning tickets 30 Recording best practices 33 Reopen 79 Reopened tickets Resolution 78 Saving ad-hoc reports 61 Scheduled check-ins 85 Sending a check-in Setting the created-date range 67 Sorting tickets 17 Status categories 28 Ticket history 32 Tickets, definition 17 Time zones 68 Viewing check-in schedules 38 99

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