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VALIDATION RULES

WHO, WHEN, WHAT AND WHERE?

When a new ticket is registered, it is necessary to validate the customer; Are you a customer? Are you blocked? Do you have any active contracts or agreements? What do they include? Attendo IVR module validates customers, active contracts and actions associated with the contract.

WHAT HAPPENS TO MANY COMPANIES?

Companies that use ticketing software, associate tickets with customers. However, their software does not allow them to manage the contracts and maintenance of their customers. Customers can contract some specific services. On one hand, there are tasks related to the equipment maintenance plan for which, there is a maintenance contract. On the other hand, there are tickets that have to be programmed in time, and others that have to be created from certain meter readers or alarms.

IS THE CLIENT LOCKED?

IS THE CLIENT LOCKED?

The relationship with our customers changes continuously. Customers are created and disappear. Furthermore, a customer may have administrative incidents and defaults. Customer contracts and agreements can also change.

Customers contracts are dynamic, they change every year, and they cover different services. This causes that there are no identical customers.

Importing customers from an Excel file, synchronizing them periodically or creating them individually can cause us to support invalid customers or viceversa.

IS THIS SERVICE INCLUDED?

IS THIS SERVICE INCLUDED?

When we have a large volume of customers to whom we provide multiple services, it is confusing to specify which requests to attend and which are outside the scope of our services.

For example, we have a customer who has contracted computer services in Paris and Roma. Paris: 3 of the 5 servers and 30 computers. Roma: 1 of the 3 servers and 5 computers (3 are not covered).

In this stage: How do the agents know if the service covers the ticket that the customer has not requested? If the agent provides service, concepts that are not covered and services that have not been contracted will be attended.

MAINTENANCE, READINGS AND SERIES

MAINTENANCE, READINGS AND SERIES

Some services companies maintain serialized equipment, which have specific manufacturer maintenance plans; which must be programmed in time (fire extinguishers, water pumps, industrial equipment, compressors, etc).

And what can be said about the equipment that requires readings (photocopiers, gas boilers, air conditioning, etc.)? The work is more complicated when the creation of tickets must be done in a data range or according to the value of certain readings.

HOW IS A TICKET REGISTERED?

Attendo assures you that the agents will manage only the valid customers and will attend only what the customer has contracted.

This will be done both in manual tickets as well as in automatic tickets, generated from maintenance plans and readings.

TICKETS RELATED TO CUSTOMERS

See how customer and contract related tickets are processed.

01.

How is a ticket created?

Ticket input

The first step is the request to create the ticket. It will be very easy to do it, because Attendo has a very wide number of channels that will allow both clients and agents to make that request.

02.

Is the customer valid?

Validation 1: Customers

Attendo verifies that the ticket comes from a valid customer (for example, does the originating e-mail belong to a customer? Does the received call come from a registered telephone related with a customer?).

In case the customer cannot be validated, the system informs and this request cannot be processed.

03.

Do you have any kind of lock?

Validation 2: Locks

Attendo verifies that the customer does not have any administrative blocking due to non-payment, lack of documentation, etc. Administrative locks are inserted into the ERP.

In case Attendo finds locks on the customer’s file, the system informs that the customer is invalid and the request cannot be processed.

04.

Does the client have contracts? Are they current?

Validation 3: Contracts

Attendo verifies the customer has associated contracts and that these are valid for the date of the request. When Attendo is connected to an ERP, the contracts are managed from the ERP itself.

In the case valid contracts associated with the customer cannot be found, the system informs the customer is invalid and that the request cannot be processed.

05.

New ticket and the customer is informed

New ticket

At this point, Attendo registers the ticket and assigns it a number. The customer is notified that the ticket has been created, as well as the number assigned.

When the customer registers a reopening of a previously closed ticket, Attendo automatically creates  a new ticket, although internally it is linked to the original ticket.

06.

Who should serve you?

Ticket destination

The first step to process a new ticket is to indicate its destination. Attendo allows you to set a Supervisor, Team Leader or Agent as the default destination.

The person who receives the newly created ticket will read it and decide the Group of Agents or Agent that must attend to it.

Agent Groups can be configured as different working groups (electricity, plumbing, painting, etc) or service level groups (Servers Level I, Servers Level II, etc.)

07.

What contract do we charge?

Associated contract

In the same screen in which we associate the addressee (Agent or Group) of the ticket, we must indicate to which contract we link the created ticket.

This will make them directly charged to a specific contract, bot the time and the costs generated by the Agents and Groups.

Without a doubt, when costs and contracts are linked, times and costs are transferred by extension, to the respective customers.

08.

What is the purpose of the ticket?

Purpose of the ticket

It is possible for a customer to make a different use of a service within the same contract. For instance, if we are a company that installs software, within the same contract there will be user queries, corrections for user errors and correction for errors in the software itself.

To have a more exhaustive control of possible time leaks, it is necessary to type the tickets, and then analyze them globally.

Is there a specific product with many manufacturer issues? Do we implement software that causes many queries? Are there many failures under warranty? Are many on-site maintenance required?

GENERALIST TICKETS (NO CUSTOMER)

See how tickets linked to products and not to customer are processed.

01.

How is a ticket created?

Ticket input

There are companies that have many customers. The relationship with them is merely based on the fact that they use their products or services.

For example, television manufacturers  supports people who inquire about their products, in this case televisions. Queries may be pre-sale questions, complaints, technical queries, etc.

Do you request support directly? Do we receive mentions on social networks? Do I have to track certain Hashtags?

02.

Multiple input trays

Input trays

Attendo has the following inboxes:

  • E-mails and calls (without IVR), Web form, Web chat, Teams, Whatsapp, Facebook and Twitter. The inbox can be different or receive all requests in a single inbox.
  • Ticket registration requests will remain on the inbox, waiting for a Supervisor, Team Leader, Agent o Agent Group to be read and processed.

03.

New ticket

New ticket

Once the request is accepted by the assigned Team Leader, Agent or Group, the ticket is automatically created. At this time, the person who accepted the request has defined the Agent or Group that will attend to the request (in the case that it had not been processed directly).

The configuration of the Agent Groups are configured either as work groups (systems, micro-computing, development, web pages, etc.) or as service level groups (ERP level I, level II, ERP level III, etc.)

04.

What is the purpose of the ticket?

Purpose of the ticket

What kind of inquiries do we receive? Do we have more incidents about a specific product? What incidents do our products have?

Identifying the subject of the ticket will help us to identify customer needs and the best way to act. Likewise, it will allow us to obtain information on the products that generate the most incidents or queries and the reasons and identify them.

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