HISPASAT Group Contact Center User Manual. July 2017

Transcription

1 HISPASAT Group Contact Center User Manual July 2017

2 Table of Contents 1. Introduction... Error! Marcador no definido. 2. Customer Service Process New Customer Service Tools Customer Service System Customer Registration Telephone Customer Service... Error! Marcador no definido. 7. WEB Portal Access Creating a Ticket Ticket Queries Adding Notes to Tickets Changing the Status of Tickets Anexo 1_ Network Operations Centers (NOCs) This document contains confidential and proprietary information of Hispasat and may be protected by patents, trademarks, copyrights, trade secrets, and/or other relevant status, federal, and foreign laws. Its receipt or possession does not convey any rights to reproduce, disclose its contents, or to manufacture, use or sell anything contained herein. Forwarding, reproducing, disclosing or using without specific written authorisation of Hispasat is strictly forbidden Hispasat. All rights reserved Page 2 of 25

3 1. Introduction Following the rollout in 2014 of the new customer service tools with the purpose of improving our services, these tools need to be adapted as much as possible to the needs of each of our customers. On the one hand, our Call Center (24x7) allows us to record any incidents, operational issues or any other type of request via telephone or in order to redirect the query to the corresponding department, while the web portal makes it possible to both create such requests directly and follow up on those that have already been created. This document describes both tools as well as the information needed for their use Hispasat. All rights reserved Page 3 of 25

4 2. Customer Service Process This process aims to establish the system for resolving incidents, claims, complaints, suggestions and requests for information (INQUIRIES) of HISPASAT Group s customers and keep them informed throughout the process. Main features: It reports the actions conducted by the Hispasat team aimed at managing incidents, complaints, suggestions, requests for information and other activities related to the business. It organises the inflow of requests through the channel selected by the customer by centralising information in the unified ticketing tool. Requests are channelled via the Call Center or the WEB portal, which receive, record, classify and distribute these requests within the Group s unified ticketing system. It assigns and transfers requests to the relevant department (business, sales, administrative, legal, operations, engineering, etc.) to be processed and solved. It defines the criticality and escalation criteria based on ticket type. It organises communications with customers during the entire resolution process and defines notifications and reports as soon as a ticket is opened and until it is closed. The process uses the Group s ticketing tool to allow users to keep track of their tickets and add comments and notes until they are resolved. Each time a user makes a change, said change is recorded and notified by the system. Each ticket for an Incident, Complaint, Claim, Suggestion or Request for Information, support (either technical or business-related) or other specific business activity has a life cycle defined within the ticketing system: Scope of exclusive customer action Customer Awaiting Customer Reply Open Open Reclassified Resolved Closed In Progress Scope of exclusive Hispasat action Initial or final status Intermediate status A: Actions that can be carried out by the Customer/Hispasat B: Actions that can be carried out by Hispasat 2014 Hispasat. All rights reserved Page 4 of 25

5 Ticket Status: Open: initial status when a ticket is created. In Progress: the status of a ticket when the person assigned starts working on a solution. Awaiting Customer Reply: If Hispasat s agent does not have enough information to resolve the ticket, he/she requests more information from the customer and changes the status to Awaiting Customer Reply. Once the information is received, the status once again changes to In Progress. Reclassified: if Hispasat s agent is acting on a ticket that is not properly classified, the status changes to Reclassified and a public note is added explaining the reason for the reclassification. Resolved: the status of a ticket after it is resolved. If, on the contrary, the customer does not agree with the solution, the ticket can be reopened, in which case it would go back to In Progress. Closed: after being in a Resolved status, tickets are Closed, either because the customer considers that the issue has been resolved, or automatically after seven days. Tickets can be queried at any time either on the Group s website or through our Call Center Hispasat. All rights reserved Page 5 of 25

6 3. Customer Service System Hispasat Group has made two tools available to its customers to improve its customer care capabilities. 1. A telephone service (Call_Center) operating 24x7 with the capacity to record (through the globalised ticketing system) all customer calls and to transfer those calls to the corresponding department for processing. 2. WEB access to the globalised unified ticketing system. Our customer care structure based on these two tools is described below: CUSTOMER WEB PORTAL CALL CENTER OPERATIONAL MANAGEMENT (SIGO, TICKET-ON, TROUBLE TICKET) OTHER GROUP DEPTs. ARGANDA DEL REY NOC DE JANEIRO NOC 2014 Hispasat. All rights reserved Page 6 of 25

7 4. Customer Registration The quality of customer service is directly linked to the amount of detail provided about the contact during registration in Hispasat s system. This entails having duly updated customer information: Customers, companies and their contacts must be properly registered in the system s database. Customers are assigned a GLOBAL_ID, which is the code that the customer is registered with in the system (e.g. "CUSTOMER NAME", GLOBAL_ID: 12345) The department to which customers belong in their company (business, sales, administrative, legal, operations, engineering, etc.) must be well identified and registered. They must be familiar with the NOC (Arganda del Rey / Rio de Janeiro) with which they will operate their services Hispasat. All rights reserved Page 7 of 25

8 5. Telephone Customer Service This service is available 24x7 guaranteed every day of the year, with personalised assistance in three languages (Spanish, Portuguese and English) and providing access from the geographical areas of service where Hispasat Group operates through the implementation of local telephone lines in 17 countries. This allows us to answer and register all telephone calls, generate the respective ticket and ensure such tickets are processed by the relevant department, through which we can improve the quality of our service. Through our Call Center, customers can: Address and manage complaints, incidents, claims, suggestions, requests for information and any other issue that may arise. These calls are registered as "Tickets". Access the Group s NOCs in Rio de Janeiro in Brazil and in Arganda del Rey in Spain for everything related to services, peak & poll, isolation tests, requests for information, operational matters and special events, among others. For the specific case of alignments and bookings, we have a telephone bypass option that gives controllers direct access to the relevant NOC. Create, query, modify, resolve and close "Tickets". The status changes of Tickets are notified automatically Hispasat. All rights reserved Page 8 of 25

9 Our contact telephone numbers are the following: COUNTRY TELEPHONE SUPPORT NOC Spain Brazil Argentina ARGANDA ARGANDA ARGANDA (TOLL FREE) (TOLL FREE) / BOOKING / BOOKING Belgium Chile Colombia France GUIDELINES Israel Italy Mexico Peru Portugal Switzerland United Kingdom OCCASIONAL SERVICE RESERVATION MANAGEMENT / BOOKING OCCASIONAL SERVICE RESERVATION MANAGEMENT / BOOKING ARGANDA BROADBAND ARGANDA 2014 Hispasat. All rights reserved Page 9 of 25

10 Washington USA New York Los Ángeles Miami Venezuela ARGANDA ARGANDA ARGANDA ARGANDA 2014 Hispasat. All rights reserved Page 10 of 25

11 6. Access to the WEB Portal The WEB Portal can be accessed through the following URL: Only registered customers, that is, customers having a user-id and a password, can access the portal. Customers can select the following options: o o o In the tool: o o Space capacity Broadband (EUROPE, LATAM) Broadband (Brazil) Create tickets Search tickets Once the authentication type has been selected depending on the operating platform the ticket will be sent to, users must sign in with their credentials and then click "Enter". Users will then access the Ticket portal homepage Hispasat. All rights reserved Page 11 of 25

12 From this screen, users will be able to create, search, query, add notes to, change the status and close tickets by means of forms. Fields marked with an asterisk (*) are mandatory Hispasat. All rights reserved Page 12 of 25

13 6.1. Creating a Ticket To create a ticket, users must click on the create ticket button to access the relevant form: 2014 Hispasat. All rights reserved Page 13 of 25

14 All fields must be completed: As shown in the screenshot, the information in the Create Ticket screen is divided into different sections: 1. Select ticket type, NOC, type of service (since selecting Space Capacity (SC) or Broadband (BB) shows a series of fields) and lastly, the relevant department. 2. The following section shows the details of the customer that has signed in, where customers can modify their contact information Hispasat. All rights reserved Page 14 of 25

15 3. The following section allows customers to enter a title for the ticket and its description. 4. The last section will open based on the information about operational incidents and depending on their type (transponder, product, carrier and terminals). The following screen shows an example for Broadband Hispasat. All rights reserved Page 15 of 25

16 5. The Create button is then selected, which will result in a Ticket labelled ID CAS- XXXXX. According to their lifecycle, Tickets are Open by default Hispasat. All rights reserved Page 16 of 25

17 6.2. Ticket Queries This feature allows users to view detailed information about Tickets, with details regarding their status and any notes made. The fields in the interface cannot be edited, i.e. they are read-only. The information available in the portal is classified as public and can be accessed by customers using the portal. In order to locate a ticket, the user must click on the "Search Ticket" button Hispasat. All rights reserved Page 17 of 25

18 The search form comes up after clicking on the Search Ticket button. Ticket search fields must be defined in the ticket search tool. Then, the user must click on the "Search" button. The criteria are entered and the list of tickets meeting the criteria entered in the search will appear after clicking on the Search button Hispasat. All rights reserved Page 18 of 25

19 To view the details, the user must click on the corresponding ticket, and then on the "View" button Hispasat. All rights reserved Page 19 of 25

20 6.3. Adding Notes to Tickets Customers can update Tickets by adding notes. To do this, once inside the ticket (having found it through the ticket query button), in the Notes section, the title field and the description field must be filled out to register the note. If the customer wishes to attach a file, it must be selected by using the "Select File" button. Once the note details are filled out, the user must click on the Upload button to attach the note to the ticket Hispasat. All rights reserved Page 20 of 25

21 6.4. Changing the Status of Tickets As shown in the status diagram, the statuses for which users can make changes are described below: Status: Awaiting Customer Reply If the Hispasat team needs further information about a ticket, its status will be Awaiting Customer Reply. Customers must add the requested information by means of a note and the status of the ticket can return to "In Progress by means of the "Reactivate" button Hispasat. All rights reserved Page 21 of 25

22 Status: Reclassified If Hispasat agents acting on a ticket realise it has not been correctly classified by the customer, the agent will change the status to "Reclassified" and indicate why the status of the ticket has been changed through a note. In the Actions section, customers can: Change the status of the ticket to In Progress by clicking on the Reactivate button if they do not agree with the reclassification. Before doing this, customers must add a note to the ticket explaining the change of status. Change the status of the incident to closed if they agree with the resolution of the ticket by clicking on the Close button. Before doing this, customers must add a note to the ticket explaining the change of status Hispasat. All rights reserved Page 22 of 25

23 Status: Resolved If the Hispasat team considers that a Ticket has been resolved, the status of the Ticket will appear as Resolved : In the Actions section, customers can: Change the status of the ticket to In Progress by clicking on the Reactivate button if they do not agree with the reclassification. Before doing this, customers must add a note to the ticket explaining the change of status. Change the status of the incident to closed if they agree with the resolution of the ticket by clicking on the Close button. Before doing this, customers must add a note to the ticket explaining the change of status. END OF DOCUMENT 2014 Hispasat. All rights reserved Page 23 of 25

24 7. Annex 1_ Network Operation Centers (NOCs) The Hispasat Group has two 24x7 Network Operation Centers (NOCs) for the services it provides (Space Capacity, Broadband) located in: Arganda del Rey (Spain) Rio de Janeiro (Brazil) Space capacity: 24x7 Network Operation Center for the management of space capacity of the fleet of satellites in different orbital positions and customer service/support: Access to space capacity (lineup/linedown, P&P) Signal monitoring Interference detection Troubleshooting Space capacity booking (occasional services) Broadband: Operations Centers for broadband satellite service platforms, and customer service/isps. Monitoring of broadband services Provision of services Troubleshooting 2014 Hispasat. All rights reserved Page 24 of 25

25 8. Annex 2_ Customer Registration Form Collaboration is requested for the information that must be provided/confirmed before the entry into operation of the ticketing system and Call Center: Fill out an information collection form on company name, Tax Code (CIF) (*), contact e- mail for communications for each department, for communications (changes in ticket status, scheduled work, alerts, etc.). Company (*) Department you form part of in your company (*) Name (*) Last Names (*) Job Title Contact (*) Notification (Generic if you want to notify a group 24x7) (*) Telephone Country (*) Mandatory fields 2014 Hispasat. All rights reserved Page 25 of 25