Synergy management


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Synergy management

  1. 1. 2007 Synergy
  2. 2. What’s New? <ul><li>Databases </li></ul><ul><ul><ul><li>Synergy has the ability to dip into external databases and populate the ticket with the information. Synergy is can be accessed here </li></ul></ul></ul><ul><ul><ul><li>Vision 21 </li></ul></ul></ul><ul><ul><ul><ul><li>Specialists can now obtain any information that exists in Vision 21 via Synergy. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Synergy can query Vision 21 via CTN, Company Name, BAN, Root BAN or SIM. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Basic information is populated into the ticket. </li></ul></ul></ul></ul>
  3. 3. Synergy <ul><li>Databases </li></ul><ul><ul><ul><li>CRM </li></ul></ul></ul><ul><ul><ul><ul><li>Customer Relations Manager is a database created and maintained by the ESC that tracks both technical and contact information for our Customers. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>CRM is accessible directly or in Synergy. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>The CRM information is deposited in the ticket for reference. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>It is fully editable at any time throughout the ticket life cycle. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>It can be accessed here </li></ul></ul></ul></ul>
  4. 4. Synergy <ul><li>What’s New? </li></ul><ul><ul><ul><li>Single Application </li></ul></ul></ul><ul><ul><ul><ul><li>Device, Server and Network (this includes Wholesale) tickets are now opened in the same application </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Upon receiving the call a decision is made as to what “Call Type” the Specialist is taking. This choice generates the appropriate ticket template. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>If the issue goes in another direction the Closing Codes allow for the issue to be reclassified . </li></ul></ul></ul></ul>
  5. 5. Synergy <ul><li>What’s New? </li></ul><ul><ul><ul><li>Hold </li></ul></ul></ul><ul><ul><ul><ul><li>Tickets can now be put on “Hold” to allow MTTR to stop. We can now await customer confirmation or monitor the issue without being penalized or restoring the ticket prematurely. </li></ul></ul></ul></ul>
  6. 6. Synergy <ul><li>What’s New? </li></ul><ul><ul><ul><li>Adjustable MTTR </li></ul></ul></ul><ul><ul><ul><ul><li>MTTR start and stop times can now be adjusted to accurately reflect the Customer’s experienced down time. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Actual MTTR is still tracked in order to identify coaching and staffing issues. </li></ul></ul></ul></ul>
  7. 7. Synergy <ul><li>What’s New? </li></ul><ul><ul><ul><li>Escalations </li></ul></ul></ul><ul><ul><ul><ul><li>Escalations can now be done directly from Synergy. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>The escalation and any response is captured in the ticket. </li></ul></ul></ul></ul>
  8. 8. Synergy <ul><li>What’s New? </li></ul><ul><ul><ul><li>E-Mail </li></ul></ul></ul><ul><ul><ul><ul><li>Synergy sends e-mails throughout the life cycle of the ticket. Upon opening, clearing and closing e-mails are automatically generated. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>At any time they can be aborted if the Specialist deems it necessary. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>The e-mails also give Customers a chance to reply with any updates. Replies are captured in the ticket. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>E-mail responses are monitored in Synergy and have to be acknowledged in order to avoid missing any updates. </li></ul></ul></ul></ul>
  9. 9. Synergy <ul><li>What’s New? </li></ul><ul><ul><ul><li>Blackberry </li></ul></ul></ul><ul><ul><ul><ul><li>Synergy is fully accessible via Blackberry. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Tickets can be viewed and edited on the Blackberry. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Management can simply reply to escalation e-mails from their Blackberry and it will be captured in the ticket. </li></ul></ul></ul></ul>
  10. 10. Synergy <ul><li>Access to Other Departments </li></ul><ul><ul><ul><li>Currently access grants a user a “Home Department”. </li></ul></ul></ul><ul><ul><ul><ul><li>Despite this all other department’s tickets can be viewed via a department query in Synergy </li></ul></ul></ul></ul><ul><ul><ul><ul><li>The same works for reporting. Melissa Nicholson currently reports using the Synergy database. This allows her to report on any department. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>ESC has a Report Builder that allows more detailed and specific reports. </li></ul></ul></ul></ul>
  11. 11. Synergy <ul><li>Reference Material </li></ul><ul><ul><ul><li>Wikis </li></ul></ul></ul><ul><ul><ul><ul><li>Everything is documented under the Wiki section. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>The wiki can be found prior to login at </li></ul></ul></ul></ul>