Trouble Ticket Workflow

Acknowledge Ticket

  • Customer submits trouble ticket via phone, email, or web
  • Case is acknowledged and Customer informed as to case number and Service Coordinator (SC) involved
  • Customer contacted within 30 minutes to begin call triage

Identity Requirements

  • SC begins working to identify Root Cause
  • SC confirms with Customer device information, part numbers and serial numbers
  • SC determines if Part or Engineer is needed

Procure Parts

  • SC works in conjunction with Parts Team to determine what part is needed
  • Once part determined, search nearest Secure Stocking Location (SSL) for available part
  • SC coordinates with SSL and Customer to get part shipped to Customer location
  • Part ETA and Shipping information sent to SC
  • Verification with Onsite Contact that part did arrive

Engage Engineer

  • Coordinate with Engineer and Customer to get onsite appointment at Customer location
  • Engineer ETA given to Customer
  • Verification With onsite contact that Engineer did arrive onsite

Resolve Incident

  • SC confirms that Part and/or Engineer resolves incident
  • SC reviews case with Customer and inquires if the issue is resolved
  • SC documents the case summary for approval to close
  • Manager approves closure of case
  • Case Summary is sent to customer
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