Shuffle IT Solutions - Fault Call Logging Process v1

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The document outlines the fault call logging process. A customer requests service details which are given to sales staff, suppliers, and the technical assistance center. An engineer is dispatched, brings any needed parts, fixes the fault on site, and gets sign off. The off site parts are then despatched, the ticket is closed, and updates are made at various steps by service administration with support from technical assistance engineers if required.

Fault Call Logging Process
0740v1
For more information please contact us today:
Tel: +44 (0) 843 289 3229 www.shuffleitsolutions.co.uk
Customer
Sales Staff
Suppliers
TAC
Engineer
Service
Staff
Service
System
Customer
Request
Details
Given
Update
Given
Engineer
On Site
Part
On Site
Fault
Fixed
Sign
Off
Off
Site
Part
Desp
Parts
Return
Ticket
Closed
Ticket
Updated
Ticket
Updated
Ticket
Updated
Contract
Checked
Service
Admin
Support TAC
Eng if Required
Service
Admin
Scheduling
and Eng Desp
Diags
TAC Eng
Service
Admin

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