Introduction to Automated Processes 13 – The Issue Reporting Process

Issue reports are a perfect example of why it is important to maintain close control over our processes from start to finish. In most cases, incoming requests trigger a complex chain of processes whose efficiency has a significant impact on customer satisfaction. Only automation and carefully designed processes can ensure that our organization operates without disruption.

Receiving issue reports

Our customers are likely to contact us through several different channels, so the first and most important step is to bring all requests into a single, centralized location. Managing requests in one place enables effective resource planning, task allocation, and fast response times.

A customer service representative receives incoming fault reports at the call center.

Telephone inquiries

xFLOWer can integrate with customer service and telephone exchange systems and receive data from them. In the workflow management system, issue reports received by phone can be immediately linked to a specific customer, making all contract-related information available during issue resolution.

Automatic task allocation and tracking

Once requests have been received, we need to decide how to process them. This may involve notifying service technicians or the development team, but additional information from the customer may also be required. When handling requests manually, we need to know whom to notify and whether they are currently available, which can lead to unnecessary back-and-forth.

Because a workflow management system has access to staff leave schedules and resource availability, it can automatically route requests to the right people and track how they are handled.

If someone fails to update a status on time, the software automatically sends a notification. If there is still no change, it notifies those responsible according to the specified deadlines, including all the necessary information.

Keeping customers informed

Accurate process tracking also makes it possible to keep customers effectively informed, including through email updates sent at each workflow stage that provide the expected resolution time.

Carrying out the work

A workflow management system provides valuable support not only for allocating and tracking tasks, but also for the people carrying them out.

An electrician carries out the assigned troubleshooting task on site.

For a technician, for example, it can maintain an inventory of available repair materials, store repair guides and equipment documentation, and enable quick, effective reporting of any problems encountered during the work.

Once the work is complete, the service report can be filled out as a simple form, with much of the information already populated from the system.

Summary

It is clear that well-structured, carefully considered processes and a workflow management system with automation capabilities play a major role not only in customer satisfaction, but also in operational efficiency.

Since a software solution alone would only make certain operations easier, at Click On we complement our software with comprehensive implementation and process design support. From the very first step, we help you build your business processes and establish the automation that supports them.

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