delivering a consolidated approach for service request management automating banking service...

CCS SERVICE REQUESTDelivering a consolidated approach for service request management

Automating Banking Service Requests

FRAGMENTED SERVICE FULFILLMENT

Require a different process for each department request

Take away from Agent productivity

Workflow and communication are often chaotic

SlowTurnaround

Who Should I

Call?

Branches

Electronic

Banking

Loans …

Agents

Banking Departments

CCS SERVICE REQUEST

• Provides consolidated service request process for Agents

• Single Service Request for all services

• Automated routing and tracking of request

• Status updates throughout process

• Powerful reporting

FastResponse

ImproveService

…

CCS ServiceRequest

Agents

Service Departments

Branches

Electronic

Banking

Loans

Agent hits create ticketButton from Outlook

Agent Opens Ticket from Outlook

Agent Submits Ticket

Agent contact information from Active Directory

User Definable category and types

User definable fields

Existing form links in the Details area

Approvals if required for type of request

Agent fills out form and it is attached throughout request tracking,

Assigning Ticket

Ticket Appears in the Call Center Folder to be assigned

Assign Ticket

Ticket can be resolved now or assigned

Ticket can be assigned to 1 or more staff and split into more than one ticket

In Customer Service Centers where Agent assigns ticket, this screen could be used as the new ticket screen

Acme Bank Ticket

Acme Bank TicketAssign from Active Directory

Notify Assigned Staff Email is sent to assigned staff notifying him that he has been assigned a ticket

Ticket can be opened from Assigned Tickets folder or by this link

Ticket moves to Assigned folder

Ticket waiting to be worked on

Assigned Staff works on Ticket

Work Log tracks activities

Can track time spent on ticket

Can re-assign if needed

Link to Outlook Calendar to set up meeting if needed

Once completed, Agent is notified and ticket is moved to completed folder

KnowledgeBase Access

Access Knowledgebase from within ticket or from KB folder

Search for similar issues

Create new KB articles

Notify Agent task is complete

Set up your choice of fieldsService Request Category and types

User definable fields and labels for Agent request form

Detail fields for Ticket fulfillment

Reporting

Report builder allows you to select info to be pushed out to Excel or other reporting tool

Link to existing forms

CS Staff can define pre-existing forms to show up in description area of request ticket

Forms appear based on category and type of request

Link to policies for review

Link to actual form, which can be attached through out the tracking process

Wow weNeed it!

We wouldbe more productive

Ask your Agents!

Thanks for reviewing CCS ServiceRequest

For more information email: sales@crowcanyon.com