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Method to consistently quantify problem resolution effectiveness in a support environment

IP.com Disclosure Number: IPCOM000125887D
Original Publication Date: 2005-Jun-20
Included in the Prior Art Database: 2005-Jun-20
Document File: 2 page(s) / 29K

Publishing Venue

IBM

Abstract

Although numerous CRM tools are available to keep track of a customer call, none provide a method to quantify the experience. Doing this will provide a true indication of how well the customer is being satisfied by the support engineer. This article discusses one proposed way in which this could be done.

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Method to consistently quantify problem resolution effectiveness in a support environment

The receiving, documenting and subsequently fixing of customer problems is an intrinsic part of any company's selling cycle. Customer satisfaction is one of the driving forces behind enhancing a product or service offering. The input provided by the customer serves as a vital link in improving the stability of the product portfolio. Therefore, it is imperative that each customer interaction be carefully tracked and subsequently evaluated to ensure that the experience was both positive and worthwhile.

     Although numerous CRM tools are available to keep track of a customer call, none provide a method to quantify the experience. Doing this will provide a true indication of how well the customer is being satisfied by the support engineer. This article discusses one proposed way in which this could be done.

     Currently there are several ways that support engineers go about solving customer problems, be they of either the hardware or software type. There is a plethora of PSI/PD (program source identification/problem determination) techniques employed throughout the IT industry. Although each technique has been refined over time and has benefits, no set standard exists for evaluating its success. More specifically, the problem is that there is no one way to quantify how successful each PD method is when applied to the solving of a specific customer problem. Therefore, by developing a method derived from the amalgamating of various tried and proven techniques, a standard can be established.

     This standard would decompose a customer call into four distinct phases. Each phase would be assigned a tailorable numeric value. The phases would in turn be further broken down into a series of repetitive steps that also would have a numeric value. The rollup of steps and phases would have a value of 100 for every problem. Any organization would tailor the specific steps and phases to their internal process and assign numeric values accordingly or they could apply the following template within their enterprise. Once this is done they would, over time, be able to ascertain the overall success of the customer support that they offer to their customers. By using this approach, they could isolate specific areas that need improvement or ascertain how successful an engineer is at providing support. The following provides one template that could be used in order to implement this method:

Phase 1 - Identify Specific Problem (25 pts)

1a) Gather information holistically - 10 pts

- messages, software behavior, environmental facto...