We are organised to handle assistance requests typically coming from a Key User in the operative structure of the Client company, but also from an external structure which acts as a centralised Help Desk for the customer. In this case our support structure will engage in ways that will be integrated with procedures determined by the level 1 Help Desk structure.
Customer calls may involve requests for help, malfunction reports or requests for system modifications. The Centro Servizi Click Reply™ is the only contact point for all these requests and is represented by the following workflow:
If the call is to report malfunctions/anomalies, the workflow determined by the service procedures will be as follows:
The call will be traced and monitored, along its life cycle through the Trouble Ticketing system, through the following intermediate stages:
The Service levels will be monitored in real time for every single call and each assistance contract. Statistics relating to the Service level will be calculated monthly and published within 7 working days of the end of that month.
A report containing details of calls received, classified according to their severity, could be sent to the customer monthly. Nevertheless, access to the Trouble Ticketing system for a real time consultation of the calls is guaranteed at any time, as well as the possibility, in addition or alternatively, of receiving a report of the pending calls every morning.
Depending on the types of contract we offer, the KPIs reached for each of the above stages will be measured and evaluated on the basis of how they compare with those stipulated.