Problem Escalation

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Problem Escalation

  1. 1. NEHANET Escalations<br />CUSTOMER PRESENTATION<br />Revolutionizing Your Business<br />Have 2 minutes? <br />Learn more about Escalations…<br />
  2. 2. Escalations Overview<br />Effective Business Management<br /><ul><li>Powerful support tool designed to increase customer satisfaction and reduce support costs.
  3. 3. Completely trackable, easy-to-use system for communicating support issues to your team.</li></ul>NEHANET CONFIDENTIAL – RELEASED UNDER NDA– ALL RIGHTS RESERVED 2000-2009<br />
  4. 4. Escalations Benefits<br />Effective Business Management<br /><ul><li>Improve Customer Satisfaction
  5. 5. Management Control
  6. 6. Increase Productivity
  7. 7. Management Visibility and Reports
  8. 8. Keep Your Design Wins</li></ul>NEHANET CONFIDENTIAL – RELEASED UNDER NDA– ALL RIGHTS RESERVED 2000-2009<br />
  9. 9. Ticket Creation<br />Tickets can be created in three ways<br /><ul><li>Email
  10. 10. Web form
  11. 11. Application</li></ul>NEHANET CONFIDENTIAL – RELEASED UNDER NDA– ALL RIGHTS RESERVED 2000-2009<br />
  12. 12. Ticket creation via Email<br /><ul><li>A dedicated email address in the format newissues@<customer-name>.com will be configured in the system.
  13. 13. When any email is sent to this email id, the system will parse and create a ticket in the system.
  14. 14. If the sender's email is registered in the application, then the customer information will be pulled from the company he belongs to or the submitter will be defaulted to admin.</li></ul>NEHANET CONFIDENTIAL – RELEASED UNDER NDA– ALL RIGHTS RESERVED 2000-2009<br />
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  19. 19. Ticket creation Webform<br /><ul><li>A web-form can be deployed in your website so that the users can submit their tickets directly to the system without logging in.
  20. 20. Enter the query/issues in the web-form and it will be created as a ticket in the system.</li></ul>NEHANET CONFIDENTIAL – RELEASED UNDER NDA– ALL RIGHTS RESERVED 2000-2009<br />
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  24. 24. Ticket creation via Application<br /><ul><li>Tickets can be created by logging into the application and creating them manually.</li></ul>NEHANET CONFIDENTIAL – RELEASED UNDER NDA– ALL RIGHTS RESERVED 2000-2009<br />
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  36. 36. Overview of Internal and External Emails<br /><ul><li>System configured emails will generate an email of the detailed ticket to the customer. We can have two types of emails both Internal and External.
  37. 37. Customer Correspondence section holds the conversation made with the customer and the Internal notes section holds the internal conversation within the company.
  38. 38. Customer will get only the Cust correspondence section in the email which is called an External email. Emails sent with both the Cust corres and Internal notes are called Internal emails and are sent within the company only.</li></ul>NEHANET CONFIDENTIAL – RELEASED UNDER NDA– ALL RIGHTS RESERVED 2000-2009<br />
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  55. 55. Contact Us at 1.888.NEHANET or at sales@nehanet.com<br />CUSTOMER PRESENTATION<br />Revolutionizing Business<br />

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