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Solving complex problems typically requires a mix of skills and resources from inside the support organization, from others in
the company, such as development and sales, as well as from sources outside the company, such as suppliers, channel partners
and outsourcers. Building the most relevant team for any given issue is challenging for even the most experienced support
personnel, who are often limited to using people that are either known to them or have seats on their CRM system. To ensure
that the best team gets assembled for each issue, ePeople created an innovative new way to locate the right advisors: our
patent-pending Team Sourcing module.
Finding the right help
Team Sourcing provides issue owners with the ability to quickly identify appropriate team members to help resolve any given
problem. It also establishes the rules of engagement for the team. Only ePeople Team Sourcing combines a wide range of sourcing
options with the ability to apply service level agreements, personnel profiles and historical performance. Team sourcing options
include:
- Source by name – The issue owner can request specific advisors. ePeople Teamwork sends out a personalized
e-mail invitation, including a summary of the issue and a direct link to the team collaboration workspace.
- Source by skill – The issue owner can request an advisor based on specific technical skills. The ePeople
system submits the issue to a group of experts with the right qualifications. Examples include sourcing an
advisor with specialized technical skills, spoken languages or other criteria.
- Source by contract – The issue owner can request an advisor from a group with which you have an existing
relationship, such as another department, an outsourcer or a supplier. Examples include sourcing an advisor
with regional sales responsibility or from a partner organization.
- Source by relevance – The issue owner can search sourcing knowledge of past requests to find advisors
who have worked on issues similar to the one needing resolution. For the first time, you can staff teams based
on their experience with specific situations or customers, and performance on past teams.
Team assist
ePeople's unique team assist capability enables you to assign ownership of an issue to a single individual while retaining
the team approach to collaboration. All team members can view open issues, add comments and advice where necessary, and even
join the issue as a team member. Team assist is an ideal mechanism for mentoring junior support personnel.
To find out more about Team Sourcing, contact ePeople or tour our product.
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