Configurable engine to apply best practices

Service levels form the foundation for managing and organizing your support group. With ePeople Teamwork, you have the tools to meet service levels by managing the supply side of the support process – your internal support analysts, other departments, partners and external product experts. ePeople technology applies service level criteria to incoming issues, to enable compliance with standard service level metrics on response times and resolution times. This ensures that issues get the attention they deserve so you can meet your customers' expectations.

Highly flexible routing and business rules
ePeoplework's configuration matrix enables you to specify service level expectations, groups of owners and groups of potential advisors along with dozens of other rule-based criteria for each classification of issue you define across three escalation levels. Requests can be classified as high or as low a granularity as you need. This allows for a tremendous amount of flexibility in choosing how to treat certain customers, product lines or groups of employees.

Assigning issue ownership
To ensure that issues are resolved in a timely manner, the ePeople application assigns ownership of the issue to one and only one support analyst. This analyst is accountable for communicating with the customer, finding the right team to assist and driving the collaborative effort to resolve the issue. Business rules apply skills and routing criteria to ensure that the most qualified support analyst is assigned ownership of the issue.

Next Action Owner
To prevent the "ball from dropping", ePeople Teamwork identifies the team member who is expected to take the next action. The next action owner is prominently displayed on the workspace and request lists for quick reference. This ability to point to the next action owner makes responsibility very clear and ensures accountability for timely resolution.

Service levels for team participation ensures timely resolution
Delivering effective team support requires accountability and responsiveness from all team members – a request for help should not be ignored. After all, the customer is waiting for an answer. For each problem category, the configuration rules enable you to define teams and associate specific service level accountability – with metrics such as expected response time and technical expertise levels. Every member of the team is measured against a service level agreement, ensuring that the customer satisfaction goals can be met.

Issue escalation
ePeople Teamwork provides the option of allowing the owner to redirect the issue if he or she is not qualified to respond or has taken the resolution process as far as they are allowed or able. Redirect takes the issue to a different set of possible owners, with different qualifications.

For more information, please contact us.