Arranging the 1st and 2nd lines of support
business tasks
- Centralization of the collection and primary processing of information that is received within incidents
- Optimization of incident resolution times
- Preliminary information preparation for transfer to the third line of support
solution
- The customer’s needs are analyzed. The customer’s technical support needs are analyzed in detail
- A request management system is deployed. At this stage, a CRM or HelpDesk system is deployed that fully covers the customer’s needs
- A team for accepting requests is created. Workgroups for the first and second support lines are created
implementation effect
- Reducing expenditure on the company’s own support staff
- No need to arrange call centers
- Involvement of pretrained specialists requiring minimum additional training
- Possibility to launch support lines right after analyzing the customer’s needs due to a range of available out-of-the box solutions