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