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Application And Methodology To Provide A Customer Support Center Work Environment

IP.com Disclosure Number: IPCOM000033034D
Original Publication Date: 2004-Nov-22
Included in the Prior Art Database: 2004-Nov-22
Document File: 6 page(s) / 99K

Publishing Venue

IBM

Abstract

A methodology to provide a common standard interface, with job descriptions to provide an enhanced and effective customer support center. This customer support center will enable service teams to communicate more effectively from any remote location and provide all the requirements necessary to form the standard customer->level1->level2->level3 service platform.

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Application And Methodology To Provide A Customer Support Center Work Environment

To provide methodology, a common standard interface, and job descriptions to provide an enhanced and effective customer support center. This customer support center will enable service teams to communicate more effectively from any remote location and provide all the requirements necessary to form the standard customer->level1->level2->level3 service platform. This customer service model will integrate new and existing components using new tools that are available today. This service model will allow service teams divided across divisions and geographic locations to have a common "look and feel" that is standard across a software product platform. Integrating components on the Internet and company internal Intranet will be utilized, as well as new interfaces to create this work environment. The new tools defined and new job responsibilities will not only support this model but will also insure customer defects, user problems, and FAQ's are created and developed on an ongoing basis to reduce customer reported problems. This is an example of an industry specific solution (SAS) to improve the customer service model. Below is the standard customer service requirements that this model will adhere to and on the right is the mapping of the Intranet/Internet pages that drive this workload environment.

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Customer Internet Product Platform Level

The customer Internet level should consist of a main product platform page. The Platform Product main page should contain the following:

Link directly to specific component service page Link directly to specific component product page Link Directly to platform Library.

Product Cross Reference capability. Phone Number listed to report problems. Ability to submitt, update and check status of problems Ability to order service via internet or other media Link to FTP drop-off site by product and component

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Ability to search all platform data bases for problems Link to all platform defects Daily update service news items related to the platform Pull technology used to update every 4 hours to avoid old caching

B

 Level 1 Product Platform Internal Company Intranet main level. This level will contain the following:

Product Library Links.

  Internal Library (bookshelf of all product books by release External Library including message search engines Redbook (cookbook) Library System center Flashes FAQ product data base Tips and "how to" product data base Problem Reporting Data Base Link (RETAIN) used for problem management reports and queue handling Link to QASEARCH (Viewblue) data base and extended search engines that search and view all Apars/PTF's,PMR's,Info data items.

Link to PMR archive tool to view all old PMR's Link to "check order status" Web site that allows tracking of customer orders and fixes.

Link to customer FTP drop off site containing...