raj@pollux.geog.ucsb.edu (Richard A Johnson) (04/30/91)
Here's an article I just received from inside IBM. (Maybe all of that
complaining we've all been doing has been effective afterall!)
LIVE CALL SUPPORT IS CHANGED TO BETTER SERVE CUSTOMERS
(Customer refers to Customers, SE's or CE's)
A significant process change will be implemented in the RISC
System/6000 Software Support on Monday, April 29th. We have
integrated a Response Coordination Team into our live call
support to match Customer need with Department resource.
This process change has evolved out of our ardent desire to
better serve the Customer.
In the past, when a Customer would call with a printer prob-
lem, he might not reach the person who has in-depth knowledge
of printers. We have established that we can much better serve
the Customer by quickly determining in which of the following
areas the Customer is having trouble:
Commands, Printers, Graphics, Languages, Kernel,
Communications-TCPIP/NFS, Communications-SNA, or
Communications-Async
and then routing the call to the specialists who handle only
those types of problems.
This will promote faster resolution to problems and ultimately
greater Customer satisfaction.
The change from the Customer perspective will be:
When the Customer reaches the Support Center, the first
person that the Customer will talk to will be a Response
Coordinator. The duty of this individual is to connect
the Customer with an AIX analyst who specializes in
solving the types of problems the Customer is calling
about. Calls will be routed faster to the appropriate
person if you say that your problem is within one of
the specific groups listed above. If you can not narrow
the problem down to one of these groups, the Response
Coordinator will ask you to provide some keywords relat-
ing to the problem. We have a tool to route calls via a
keyword list search. If the keyword list search does
not work, you will be routed to a Generalist Team that
will help you.
We are confident that this process change will maximize the
utilization of Department talents and promote a win-win
situation for the Customer and IBM.resnick@cogsci.uiuc.edu (Pete Resnick) (04/30/91)
raj@pollux.geog.ucsb.edu (Richard A Johnson) writes: > In the past, when a Customer would call with a printer prob- > lem, he might not reach the person who has in-depth knowledge > of printers. We have established that we can much better serve > the Customer by quickly determining in which of the following > areas the Customer is having trouble: > Commands, Printers, Graphics, Languages, Kernel, > Communications-TCPIP/NFS, Communications-SNA, or > Communications-Async > and then routing the call to the specialists who handle only > those types of problems. Nice job! I'm glad to see that the uppity-ups in the company do take our comments seriously. Not that this helps us poor RT folks, :-( but it is nice to see. Kudos to whoever's idea this was! pr -- Pete Resnick (...so what is a mojo, and why would one be rising?) Graduate assistant - Philosophy Department, Gregory Hall, UIUC System manager - Cognitive Science Group, Beckman Institute, UIUC Internet/ARPAnet/EDUnet : resnick@cogsci.uiuc.edu BITNET (if no other way) : FREE0285@UIUCVMD