CLIENT SERVICES. Putting the Customer First

Transcription

1 CLIENT SERVICES Putting the Customer First

2 WHEN THE CUSTOMER COMES FIRST, THE CUSTOMER WILL LAST. Robert Half Client Services - Putting the Customer 1 st Jagged Peak is on a mission to become better known not just for our exceptional technology and fulfillment services but also for having a reputation as the ecommerce solutions provider that offers the best customer service, execution and value bar none! We call it Customer 1 st. It encompasses the wholehearted commitment of every Jagged Peak employee to listen intently to gain an understanding of the customer s business challenges, their needs, their goals and, of course, to always deliver on our commitments!

3 Taking Care of Your Business as if it was Ours At Jagged Peak, we believe your business success is our business. We also believe in the axiom that success is a process rather than an event. This is why we assembled a multi-disciplinary Client Services organization staffed by professionals who possess the talent, expertise and experience needed to manage the myriad processes that go into making an ecommerce enterprise succeed from the front-end website to the back-end fulfillment operations. Our Client Services organization consists of five distinct teams that include Account Services, Technical Help Desk Support, FlexNet Fulfillment Program Management, FlexNet Help Desk Support and our Essential Services a team that provides website management application administration, SEO and emarketing services. Whether the client chooses to use all of these available services or selects specific service components based on their needs, the goal of the Client Services organization is to keep our clients ecommerce operations running at peak performance. FlexNet Fulfillment Order Management ecommerce (Website) TotalCommerce Account Services X X X X Technical Help Desk Support X X X X FlexNet Fulfillment Program Management X X FlexNet Help Desk Support X X Essential Services X X X Application Admin. X X X Pro-Active Monitoring X X X Site SEO/Reporting X X Webmaster X X Marketplace Admin. X X emarketing X X

4 OUR SPECIALIZED TEAMS Account Services Account Services consists of Account Executives (AEs), who are assigned to every client regardless of the type of engagement. AEs are the client advocate at Jagged Peak, and are responsible for the business relationship, client satisfaction, account development and the assurance that both Jagged Peak and the client are receiving value from the relationship. In addition to being the client advocate, the AE is the overseer of business activities between the client and Jagged Peak, and is responsible for client communications, client satisfaction/issue resolution, account development (recommendations and new project initiatives), and fulfillment of contractual service deliverables. Specific AE tactical duties include: Supporting Project Managers (PMs) during program transition to Jagged Peak Gathering client needs and requirements for new projects and initiatives Scheduling and coordinating meetings (internal and external) Documenting meeting and phone discussions; preparing conference reports and client communications Preparing and delivering work orders and project estimates Reviewing, approving and ensuring timely delivery of service invoices Conducting account planning, providing program consultation and driving continuous improvement initiatives Conducting periodic client review session to assess Jagged Peak and program performance FlexNet Help Desk Rapid response tacticians, FlexNet Customer Service Representatives (CSRs) are responsible for program exception management (orders, inventory, receiving, etc.) and for providing clients with answers to questions related to their fulfillment program and transactional activities (e.g., WIMO: Where is my order?). The FlexNet CSR s job is to find answers, so the word no simply is not part of their vocabulary. When the client has fulfillment questions, this team provides the answers within one hour. FlexNet CSRs tactical responsibilities include: Rapid response handling of client inquiries related to orders, inventory and other program transactional activities (including interactions with carriers and transportation providers) Monitoring program activities and enforcing SLA compliance across all DCs (open order reporting, receiving, order error reporting). Provide reporting and escalate performance non-compliance issues to management. Managing and resolving order exceptions (including backorders, orders with incomplete or undeliverable addresses, data import exceptions, short picks, ship method changes, etc.) Providing manual order and data entry support Essential Services Offering a broad portfolio of optional value-added (post-solution delivery) ecommerce services, this team is designed to help clients with the daily operation and development of their online business. They deliver on our TotalCommerce promise to make it easy for our customers to operate and grow their businesses by conveniently outsourcing non-core competencies to save time, energy, costs and frustration. The Essential Services team includes EDGE CMS experts/web designers, SEO specialists, and ecommerce marketing and merchandising specialists. Tactically, Essential Services is responsible for: Operating and administering the EDGE application on behalf of the client, including maintenance and updates to the product catalog and product pricing, creating sales promotions, managing marketplace data feeds and other demand-side activities Providing webmaster services that include page content and graphic updates, SEO content maintenance, site analytics monitoring and interpretation, and other activities focused on ecommerce optimization website and search engine accessibility, improving traffic flow and enhancing the user experience (UX), sales conversion rates and AOV, etc.

5 FlexNet Fulfillment Program Management Clients who engage Jagged Peak for fulfillment reap benefits from our experienced team of Fulfillment Program Managers (FPMs). These fulfillment professionals provide hands-on management of the client s warehouse-level program, serving as the central point-of-contact (as opposed to single point-of-contact). They re responsible for managing daily program activities and projects (e.g., kitting jobs), monitoring and enforcing SLAs, driving quality control and ensuring continuous improvement initiatives, and much more. From a client perspective, this group is their voice, eyes and ears in each warehouse. FPMs own the client s program at an operational level. Their primary responsibility is to ensure warehouse operations understands the client s program requirements. And they also enforce compliance of Jagged Peak service deliverables based on contractual SLAs. Tactically, FPMs are responsible for: Analyzing and reporting performance metrics based on established KPIs and driving continuous process and program improvement initiatives Reporting and resolution of operational and service issues (e.g., inventory receipt without ASN) Receiving, communicating and coordinating client-requested program changes to warehouse operations Preparing and delivering client-specific program reports Managing scheduling and documentation of trade orders; monitoring and ensuring routing guide compliance; managing trade order EDI exceptions Overseeing special project (e.g., kitting) time studies, cost estimation and execution management to ensure on-time, on-budget delivery Technical Help Desk Staffed with highly skilled EDGE product experts, the Technical Help Desk assists clients who have purchased the EDGE platform for order management or as part of an ecommerce or end-to-end TotalCommerce solution. They are the first line of defense in dealing with technical issues related to the EDGE platform, including handling inquiries from clients related to management of product defects (bugs), technical QA, product training, and issuance of product and service updates. The Technical Help Desk is the first and primary point of contact for clients who want to report and resolve a technical issue with their EDGE solution (website/application), or who have technical questions they want answered pertaining to their EDGE application. Inquiries and/or issues may be handled on the phone or submitted online through Jagged Peak s Viewpoint Help Desk system. Viewpoint is a 24x7x365 self-service tool that clients can use to conveniently submit and view the status and disposition of reported issues. Technical Help Desk tactical duties include: Providing information and answering questions pertaining to EDGE and how it operates Capturing and documenting customer-reported product defects, preparing trouble tickets, escalating issues and communicating resolution to clients in accordance with published SLA guidelines Measuring performance against organizational standards and KPIs Coordinating client UAT of product patches and updates; following up to ensure client satisfaction Preparing and issuing product updates and maintenance notifications Providing input and communicating customer feedback to the product development team for product enhancements Conducting new client and new feature product training Updating and maintaining product documentation Monitoring, managing and enforcing activities related to PCI compliance

6 TECHNICAL HELP DESK SLAS Telephone and support are available to answer questions or to assist with the correction of any defects in the EDGE software platform. Jagged Peak agrees to use reasonable efforts to furnish off-site telephone support between 9:00 a.m. and 6:00 p.m. Eastern Standard Time, Monday through Friday excluding Jagged Peak recognized holidays. Jagged Peak responses to a client will be in accordance with the standardized Software Priority Codes listed below. Jagged Peak support assigns severity levels to each reported issue. Severity levels and response times are documented below. Severity response is based on Jagged Peak s standard support hours unless otherwise documented in the client contract. Jagged Peak Response Technical Resource Assignment Resolution Customer Notification Days Until Resolution or Workaround Tombstone Level 1 Immediate within the hour. Immediate within the hour Workaround or reduction in severity level Immediate: 1 hour maximum. Every hour until resolved 1 Business Day High Level 2 2 Hours 4 Hours Workaround or reduction in severity level within 72 hours Initial acknowledgement; every 8 hours until resolved 3 Business Days Medium Level 3 4 Hours 8 Hours Workaround or reduction in severity level within 10 business days Initial acknowledgement; notification of resolution/monthly updates 10 Business Days Low Level 4 1 Business Day 3 Business Days Resolution in next EDGE product release Initial acknowledgement; notification of resolution/ monthly updates 90 Business Days or Next Code Move SEVERITY LEVELS Level One Tombstone. A priority Level One is an urgent error, problem, malfunction or nonconformity in the client s production environment such that the site fails catastrophically or is completely inoperable and no workaround is available. Jagged Peak will respond and assign a technical support specialist to begin work on the error immediately upon notification and will engage internal resources continuously until an acceptable work-around is achieved or the severity of the error is reduced to Level Two. Jagged Peak uses commercially reasonable best efforts to achieve a work-around or a reduction in error severity. Level Two High. A priority Level Two is a critical error, problem, malfunction or nonconformity in the client s production environment such that the customized site is not functioning but has a work-around available. Jagged Peak will respond and assign a technical support specialist to begin work on the error within four hours of notification and will engage the appropriate Jagged Peak resources continuously until an acceptable work-around is achieved or the severity is reduced to Severity Level Three.

7 Jagged Peak will use commercially reasonable best efforts to achieve a work-around or a reduction in error severity within 72 hours. If the problem is a software defect and no immediate fix or work-around is available, Jagged Peak may provide an interim solution on an agreed-upon date or include the permanent solution for the error in the next major software update or enhancement. Level Three Medium. A priority Level Three is an error, problem, malfunction or nonconformity in the client s production environment where functionality is affected. Jagged Peak will respond and assign a technical support specialist to begin work on the error within eight hours of notification and will engage the appropriate Jagged Peak resources continuously until an acceptable work-around is achieved or the severity is reduced to Severity Level Four. Jagged Peak will use commercially reasonable best efforts to achieve a work-around or a reduction in error severity within 10 business days. If the problem is a software defect and no immediate fix or work-around is available, Jagged Peak may provide an interim solution on an agreed-upon date or include the permanent solution for the error in the next major software update or enhancement. Level Four Low. A priority Level Four is an error, problem, malfunction or nonconformity in the client s production environment where functionality is minimally affected. Jagged Peak will respond and assign a technical support specialist to begin work on the error within three business days Jagged Peak will use commercially reasonable best efforts to achieve a work-around or a reduction in error severity within 90 business days. If the problem is a software defect and no immediate fix or work-around is available, Jagged Peak may provide an interim solution on an agreed-upon date or include the permanent solution for the error in the next major software update or enhancement. CONTACTING EDGE SUPPORT EDGE Support can be reached by at edgesupport@jaggedpeak.com. EDGE Support can be reached by phone at , Opt 2, 1 between 9 a.m. and 6 p.m. Eastern, Monday through Friday, excluding Jagged Peak recognized holidays. After hours Emergency Service is available to clients for live sites in the Production Environment. This service is available for issues that cannot wait until the next business day s normal operating hours. Under these conditions, call

8 Contact Jagged Peak today to speak to an experienced ecommerce professional. Jagged Peak, Inc W. Courtney Campbell Causeway, Ste Tampa, FL Telephone: Toll-free: Jagged Peak, Inc. All rights reserved.