Neogrid Portal. Brazil. Customer Service Guide Support

Transcription

1 Negrid Prtal Brazil Custmer Service Guide Supprt Sep/2017

2 Summary Negrid Custmer Service Guide... 3 Slutins Catalg... 3 Custmer Service Channels... 3 Negrid Supprt Prtal... 3 Phne Supprt... 3 Online Chat Supprt**... 4 Supprt 24x What is the Negrid Prtal?... 4 Primary Gals fr Custmer Relatinship Center... 4 Hw t use the prtal... 5 Service time... 8 Custmer satisfactin survey... 9

3 Negrid Custmer Service Guide The purpse f this manual is t guide custmers regarding the custmer service channels available at Negrid Brazil, service times, ticket management prtal and ther services ffered. Belw, we present ur slutins catalg as well as Negrid's custmer service channels. Slutins Catalg Slutins Segment Integratin Supply Chain Negrid Slutins Fiscal (NF-e, NFS-e, NFC-e, CT-e, DF-e, CC-e, MDF-e, Tax Auditr) EDI (Cmmercial, Lgistic, Financial), WebEDI, Datasync (GDS) Financial (Anticipatin f Receivables, Cnslidatin f Extracts, Smart Cllectin, Payments, Receivables Discunting) Special Prjects (Cllabrative Prtals: Scheduling, Qutes, Catalg, Surcing and ther prtals f anchr clients) Visibility (Retail Insights RI, Distributin Insights DI, ecmmerce Insights, POS, OSA) Planning and Replenishment (VMI, S&OP, DRP, CPFR), Surcing Custmer Service Channels Negrid Supprt Prtal Tickets fr Negrid supprt must be pened at Nte: All tickets will be pened via Negrid Prtal, Phne r Chat** and fr pen tickets, interactins will als ccur via , please see details belw. Phne Supprt +55 (47) (Jinville / SC) +55 (11) (Sã Paul / SP) Custmers f ur Integratin slutins have supprt 24x7. Fr Supply Chain slutins, we prvide custmer service during business hurs, Mnday t Friday, frm 9:00 am t 6:00 pm, Brasília time, except hlidays. Check ut ur Call Center ptins: 1. EDI, Financial and Datasync 4.1. Visibility DI 2. Visibility RI 4.2 Planning and Replenishment 3. Fiscal 4.3. Scheduling Prtal, qutatins and catalg, Surcing 4. Other Prducts 0. If yu are nt sure which ptin t select

4 Online Chat Supprt** ** Service available fr custmers f ur integratin slutins. The chat is lcated in the Custmer Relatinship Center Supprt 24x7 This is a supprt service nly available fr Integratin slutins that are missin-critical fr businesses. What is the Negrid Prtal? It is a Prtal fcused n centralizing custmer access t Negrid slutins, as well as prviding supprt ticket management features thrugh the ptin "Custmer Relatinship Center". Primary Gals fr Custmer Relatinship Center Open supprt tickets. Track ticket prgress. Interact with the supprt team (n the prtal r answering a ticket ). Prvide visibility fr supprt services, histrical data. Here are instructins n hw t access the Prtal t pen tickets:

5 Hw t use the prtal 1) Access the Negrid Prtal thrugh the link prtal.negrid.cm and enter yur and passwrd. If yu dn't have lgin infrmatin, please see step 2. 2) If yu are nt lgged in: If yu d nt have a lgin ( ) and passwrd, yu can still pen a ticket by clicking n Custmer Relatinship Center as highlighted abve. A frm t add the ticket will pen and after registering yur request, yu will receive a cnfirmatin and a ticket will be submitted t Negrid supprt. ATTENTION: When pening a ticket, always infrm the Negrid slutin/prduct that yu are using, this will expedite the ticket triage prcess, as well as respnse time. 3) If lgged in, g t Custmer Service: Custmer Relatinship Center

6 In the Custmer Relatinship Center, yu can: add a new ticket, track yur tickets, access the custmer service guide and access the nline chat, as shwn belw. NOTE: Other CRC items depend n the cntracted slutin and are being released gradually. 4) Receiving an The instant the system receives the ticket, an autmatic is sent, accrding t the example belw:

7 NOTE: We recmmend checking if this address is authrized n yur mail server (spam) and nt editing the subject fr prper integratin. 5) T answer the analyst's request there are tw ptins: Lg in t the system and add a new cmment, clicking the magnifying glass n the right side f the answer screen, as shwn belw. Or, accrding t item 4, replying t the that was received. Imprtant: The ptin t reply t is nly enabled t update existing tickets - yu cannt pen tickets by .

8 Service time The severity f a ticket is calculated internally by the supprt tl and cnsiders the service catalg and impact n the custmer's peratin. Belw are the standard severity levels: Severity Descriptin Integratin Planinng Visibility Critical Functin cannt be used and has critical impact n peratin. There is n wrkarund. 6 straight hurs 10 business hurs 10 business hurs High Functin can be used with severe cnstraints. 16 business hurs 20 business hurs 20 business hurs Medium Functin can be used with minr cnstraints. 48 business hurs 30 business hurs 30 business hurs Lw Minr impact n task executin. 80 business hurs 40 business hurs 40 business hurs Nte: Fr SLA cntracts with differentiated service time, the SLA agreed in the cmmercial prpsal will be cnsidered.

9 Custmer satisfactin survey Negrid invites yur participatin in the "Custmer Satisfactin Survey" sent at the end f each ticket r prject. The answers are analyzed peridically, fcused n evaluating the quality f services prvided, bringing imprvements t ur prcesses and prducts fr the satisfactin f ur custmers. Regards, Negrid Yur cmpany at the pace f cnsumers. We are experts in synchrnizing yur business t demand. In keeping yur prduct always available fr the cnsumer, in the right amunt and at the right time. We are NeGrid. A cmpany fcused n autmatic supply chain management.