In today’s service-oriented economy, every company has a portfolio of service agreements with both internal and external support organisations. Each of them has different service scopes, communication channels and reporting standards. This makes it difficult for users to know who and with what problems they should contact should a breakdown occur. It also leads to difficulties in assessing service organisation’s performance, as there is no reporting standard.
To address the above issues, we created SPOC. It is one number all employees involved in daily business can use to report any sort of problem. It is our task to make a quick assessment of business impact of reported problem, evaluate possible solutions, apply the proper SLA and find best contractor to deal with this particular problem.
Each customer’s call is answered by a trained SPOC agent at our call centre and registered in a ticketing system. During the conversation, the agent uses predefined checklists, knowledge base and distribution lists to either resolve the issue or to send it to next support level, be it a Vimana technician, 3rd party provider or relevant department in the customer’s own organisation. Every time an issue is forwarded, it takes the form of a service request.
Each service request has its own history from initial registration and contractor assignment to relevant communication and reporting completion back to SPOC agent, who – in turn – informs the originator of the request and collects feedback. This allows to report all issues in a standardised manner, with the same steps, same time measurements and same customer satisfaction rating. In turn, it makes the supplier’s performance precise and consistent.
There are numerous other advantages of our SPOC service:
- immediate reaction to all incidents as they occur, because employees do not need to search for an appropriate contractor and have to contact them,
- fast evaluation of incident severity based on a predefined set of principles and available incident history,
- contractor assignment based on predefined criteria (e.g., relevance, performance history, existing contracts),
- transparency throughout entire service rendering process,
- consistent reporting, leading to better supplier appraisal and overall better service.