Course Type: BUSINESS MODEL TRANSFORMATION
Name: CASE MANAGEMENT SOLUTION FOR INTERNET SERVICE PROVIDER COMPANY
INDUSTRY: TELECOM
DEPARTMENT/UNIT INVOLVED: CUSTOMER SUPPORT
COMPANY BACKGROUND
Bay Alpha is an internet service provider who provide Broadband internet services to both Businesses (B2B) and Retail Customers (B2C). they sell 3 types of subscriptions to customers and businesses :
- Bay Client: Broadband internet for Customers
- Bay Store: Broadband Internet for Small to Medium Companies
- Bay Company: Broadband internet for Large Companies
As a Startup, their customer complaints, enquiry and equipment maintenance is handled by their customer support unit alone.
Customer support unit uses the following channels; Phone and Email from separate systems. They currently use a small Call center solution called Espionage Call Solution, which they use to log Phone tickets alone, They also use Microsoft Outlook to manage all email cases by a single User, while Maintenance Service work orders is paper based or sent as soft copy to customer to fill and return via email to the call agent, who prints and sends copy to the Field Service Team to assign an individual to act on the work order.
To support each customer or prospect they rely on the service of other Escalation units like:
1) Back-Office IT support Unit: who are in charge of Technical support for the ISP platform and provide escalation support for customer service for issues like; Low internet speed, Bad Internet connections, assign Broadband equipment to internet service provider, Profile membership based payment plan etc
– Field Service Agent Unit: who are in charge on Equipment installations, Scheduling of maintenance etc
– Administration Unit: who are in charge of managing User Subscription, User payments and on-premise customer on-boarding.
The Escalation of tickets is handled by a Google form where Call Agents enter input Escalation requests and the Unit involves works on the escalated request and updates the Google sheet.
MANAGEMENT REQUIREMENTS
Management purchased Salesforce Licenses based on the anticipated growth of their Subscribers base, they also intend to increase the personnel strength of their customer support agents, especially those that render services to customers and clients so management has instructed that generally they develop a centralized system that which provides their call agents with improved information about their customers and can provide the following channel services to their customer which include: Phone and Email, they intend to release Web Services on their website to accommodate more customers, then find a way to migrate existing customer information (Data) to new system but specifically they want the system to perform the following changes;
Management Reports: The system should be able to generate reports on the activities of their field agent like on the following;
- Customer Support: the call agents must be able to assign work orders, escalate tickets and provide uniform services for each customer complaint type.
Escalation Unit: each member available should be able to be assigned work orders and escalated tickets and reply back to call agent in same system.
CHALLENGES
Generally the main problem facing Bay Alpha Contact center is that they use too many disparate systems (Espionage Call Solution for Phone, Microsoft Outlook for Email, Google form for Escalation) to solve customer issues but specifically the following units complain about the following;
- Customer Support Unit: complain that most times work orders requests, escalation request get missing or are not properly updated causing confusion on the right answers to give their customer, they also complain that they do not have a uniform way of answering customer and most time they do not answer their customer or the answer them multiple times because of the workloads.
- Escalation Units: Complain that they do not get any notifications or email to inform them that a new ticket has been created and the Google form they use only allows them to update cases but not notify the Call Agent that sent the ticket. They also complain that the Work Order for call agents is too manual in nature which causes delay in services and inability to manage customer installation.
- Customer: complain about poor services like loss of work order information, bad responses from customer support, bad response to maintenance work orders sometimes engineers take 2 days or more to show up and lack of quality once job has been prosecuted.