Issue Management
System
How we have got our customers covered
Agenda
 Issue Management System (IMS)
 Functioning and Reporting
 Case Study
› Business Intelligence for IMS
Issue Management System
WebXpress IMS
• WebXpress IMS is an online ticketing system used by service providers to
manage customers complaints and s...
IMS Flow
Issue Registration
Issue Resolution & send for
approval
Issue Closure/ Rejection
Issue assign to technical
team
A...
IMS Flow
• Step 1
– Customer will login to the system and add a new issues
– Customer will also provide product details, d...
IMS Flow
• Step 3
– Technical team member will resolve the issue and send the
same for approval by customer
– Again, syste...
WebXpress IMS – Key Benefits
• Real Time information visibility across Service network
• Reduction in costs due to
– Measu...
Functioning and Reporting
How it Functions?
 Setup
 Customer Login
 Alerting WebXpress
IMS System Setup
• Service Provider will set up the IMS system using masters options
available
• Following masters will be...
New Customer Addition
Service Provider can add their customers with contact details in master
Customer- Service Mapping
Service Provider will assign services applicable to given customer
Customer User Login Creation
Service Provider will then add a user
for given customer and assign rights
Customer Login
Customer user will now login to
the Issue Management System
Issue Addition by customer
Customer can add issue using menu provided
Issue Addition
Customer will select service,
module and provide description
of the problem
Issue Addition
Customer can also add a file/
image/ doc to better describe
the problem
Issue Added and Auto E-mail sent
System generates a UNIQUE id
for each issue submitted
Auto E-mail
System sends an auto e-mail of
the ticket to all stake holders
View of Issues
Customer has multiple methods
to view and track issues added
Type issue ID to see status
Click on Issue Cha...
Quick Search Output
Charts Output
Report from report menu
Report Query &
Output
How to Track and See Reports?
 Issue Assignment
 Resolution and Customer Updates
Task Assigned to Technical Team
Technical team member will
resolve the issue and send the
same for approval to customer
Task reassigned
Relevant technical person is
selected and task assigned
Auto e-mail sent to technical person
E-mail marked to technical
person and product
manager
Issue Selection for resolution
Issue Resolution Details
Technical team member will
resolve the issue and send the
same for approval to customer.
He will ...
Auto E-mail to Customer
E-mail marked to
customer about resolution
of issue
Customer login
Customer will now login and can
see that issue is awaiting
approval
Issue Approval
Customer will add his remarks
and close the issue
Auto E-mail after approval
E-mail marked to
customer and product
team about closure
E-mails also show the
complete cycle
Auto Escalation E-mails
System sends automatic mails if
issues are not closed within
specific time line
Case Study: BI Analytics
Analytics for IMS
• WebXpress as deployed Qlikview Business Intelligence
system on top of its IMS to offer variety of anal...
Dashboard
1. Dashboard provides comprehensive snapshot of overall work
2. Service task wise assigned by customer on single...
Age Analysis
1. This template will provide pending age analysis customer wise and task type.
2. Particular task open for h...
Re-Open Analysis
Re-Open analysis presents snapshot of task which are solved but again same issue
reappeared with same typ...
Pending Analysis
1. This will enable decision maker to have comprehensive look on pending work till date
2. Customer wise ...
Top Customer Analysis
We can analyze which customers account for maximum queries
Issue Trend Analysis
Month wise addition of issues
Thank You
info@webxpress.in www.webxpress.in
KEEP IN TOUCH
Headquarters Regional Sales Office
114, Sundervilla, S. V. Road...
WebXpress Issue Management System
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WebXpress Issue Management System

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WebXpress IMS is an online ticketing system used by service providers to manage customers complaints and suggestions.Can be used by any Organisation who has presence in B2B service industry.

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WebXpress Issue Management System

  1. 1. Issue Management System How we have got our customers covered
  2. 2. Agenda  Issue Management System (IMS)  Functioning and Reporting  Case Study › Business Intelligence for IMS
  3. 3. Issue Management System
  4. 4. WebXpress IMS • WebXpress IMS is an online ticketing system used by service providers to manage customers complaints and suggestions • IMS helps to register issues raised by customers and track action taken • IMS helps customers to also gain visibility into status of complaints • IMS helps service providers to keep track of outstanding issues and focus on their resolution • IMS providers auto e-mail reminders to team for all pending issues • IMS combined with Analytics providers a very good insight into problems faced and areas of concern
  5. 5. IMS Flow Issue Registration Issue Resolution & send for approval Issue Closure/ Rejection Issue assign to technical team Auto e-mail at each stage to relevant stake holder Customer Technical Team Customer Product Manager ProcessEntity
  6. 6. IMS Flow • Step 1 – Customer will login to the system and add a new issues – Customer will also provide product details, description of issue and document if relevant – On submission customer will be issued a unique ticket ID – Also, IMS will send the ticket as an e-mail to customer, product manager and account manager • Step 2 – Product manager will review the issue at hand and reassign the same to a technical team member – System will send an e-mail to technical team member about assigning of issue
  7. 7. IMS Flow • Step 3 – Technical team member will resolve the issue and send the same for approval by customer – Again, system will send auto e-mail to customer, product manager and team member about resolution • Step 4 – Customer will check the issue to be resolved and approve the same from his login – In case customer is not happy with resolution, he will reopen the issue and same will be available for resolution again – System will send an auto e-mail of the same to all stake holders
  8. 8. WebXpress IMS – Key Benefits • Real Time information visibility across Service network • Reduction in costs due to – Measurement of performance of each service engineer • Increase in income due to – Ability to handle higher work volume with same investment in staff and facility – Better service leading to better customer satisfaction, thus more business – Better information on customers leading to targeted sales effort
  9. 9. Functioning and Reporting
  10. 10. How it Functions?  Setup  Customer Login  Alerting WebXpress
  11. 11. IMS System Setup • Service Provider will set up the IMS system using masters options available • Following masters will be set up – Team related masters o User master – technical team and product team will be added using this master – Product related masters o Product/Service master – all services provided by service providers will be added o Modules master – various modules within a service will be added – Customer related masters o Customer master – List of customers will be added using this master o Customer–service mapping – Customers will be assigned services from service list o Customer user creation – Customer will be given User ID to login to IMS
  12. 12. New Customer Addition Service Provider can add their customers with contact details in master
  13. 13. Customer- Service Mapping Service Provider will assign services applicable to given customer
  14. 14. Customer User Login Creation Service Provider will then add a user for given customer and assign rights
  15. 15. Customer Login Customer user will now login to the Issue Management System
  16. 16. Issue Addition by customer Customer can add issue using menu provided
  17. 17. Issue Addition Customer will select service, module and provide description of the problem
  18. 18. Issue Addition Customer can also add a file/ image/ doc to better describe the problem
  19. 19. Issue Added and Auto E-mail sent System generates a UNIQUE id for each issue submitted
  20. 20. Auto E-mail System sends an auto e-mail of the ticket to all stake holders
  21. 21. View of Issues Customer has multiple methods to view and track issues added Type issue ID to see status Click on Issue Charts Use Reports Menu
  22. 22. Quick Search Output
  23. 23. Charts Output
  24. 24. Report from report menu Report Query & Output
  25. 25. How to Track and See Reports?  Issue Assignment  Resolution and Customer Updates
  26. 26. Task Assigned to Technical Team Technical team member will resolve the issue and send the same for approval to customer
  27. 27. Task reassigned Relevant technical person is selected and task assigned
  28. 28. Auto e-mail sent to technical person E-mail marked to technical person and product manager
  29. 29. Issue Selection for resolution
  30. 30. Issue Resolution Details Technical team member will resolve the issue and send the same for approval to customer. He will also add effort required and reason for problem
  31. 31. Auto E-mail to Customer E-mail marked to customer about resolution of issue
  32. 32. Customer login Customer will now login and can see that issue is awaiting approval
  33. 33. Issue Approval Customer will add his remarks and close the issue
  34. 34. Auto E-mail after approval E-mail marked to customer and product team about closure E-mails also show the complete cycle
  35. 35. Auto Escalation E-mails System sends automatic mails if issues are not closed within specific time line
  36. 36. Case Study: BI Analytics
  37. 37. Analytics for IMS • WebXpress as deployed Qlikview Business Intelligence system on top of its IMS to offer variety of analysis • This provides a graphical and multi dimensional view of issues across customers and services • Service Provider can then provide dashboard based reports to its customers and also use them internally for better control on service level
  38. 38. Dashboard 1. Dashboard provides comprehensive snapshot of overall work 2. Service task wise assigned by customer on single screen 3. Work Done v/s Work Pending analysis on single screen 4. This will enable key decision maker for strategic decision
  39. 39. Age Analysis 1. This template will provide pending age analysis customer wise and task type. 2. Particular task open for how many days. 3. This will enable Key decision maker to take forward steps for particular client
  40. 40. Re-Open Analysis Re-Open analysis presents snapshot of task which are solved but again same issue reappeared with same type of error
  41. 41. Pending Analysis 1. This will enable decision maker to have comprehensive look on pending work till date 2. Customer wise and task wise this can be filtered
  42. 42. Top Customer Analysis We can analyze which customers account for maximum queries
  43. 43. Issue Trend Analysis Month wise addition of issues
  44. 44. Thank You info@webxpress.in www.webxpress.in KEEP IN TOUCH Headquarters Regional Sales Office 114, Sundervilla, S. V. Road, Santacruz (West), Mumbai – 400052 +91 93 232 428 02 +91 22 325 735 60 ECFY Consulting Pvt. Ltd. 107, First Floor, Suncity Trade Tower, Sector–21, Gurgaon – 122001 +91 93 117 363 59
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