Coastline Systems Consulting Customer Response System
Coastline systems consulting
Customer response system
Destin, Florida.
The president & analyst, Peter Charles, wants to develop a system that is both more responsive to clients ans helpful to technicians. He would like to see a system that allows clients to directly enter their service requests. The system would track the status of each request along with the hours spent for billing purposes. Mr. Charles also wants the system to be able to generate statistics and reports so he can pursue continuous improvement in this area.
PROBLEM STATEMENT MATRIX
PROJECT: ……….. ……………. , PROJECT MANAGER: ………………….…….
CREATED BY: ……………….…, LAST UPDATED BY:………………………….
DATE CREATED: --/--/--- | DATE LAST UPDATED: --/--/----
BRIEF STATEMENT OF PROBLEM, OPPORTUNITY, OR DIRECTIVE 1. The company is unable to adequately keep track of their client’s hardware and software configurations. Tech Support is unable to access information from home. This causes them to be unable to fully support their clients in the field Clients are unable to enter service request Techs are unable to track hardware installations Consultants are unaware of any work previously done on a prior job. 2. The current practices neither for tracking client configuration information and hardware components are working as the Consulting firm would like. An incident was logged by a client and addressed by a technician. When in the field, the problem logged and reporting has become complex for the technician due to ongoing inaccuracy or incomplete information. The company needs some level of automated tracking database at the enterprise level or Internet application to allow clients to submit service requests, while also allowing the technicians the ability to review closed services, track new ones and update from some device based on the status of a service request. By introducing this opportunity, this will allow the company and its employees to provide faster service to their clients
Customer response system
Destin, Florida.
The president & analyst, Peter Charles, wants to develop a system that is both more responsive to clients ans helpful to technicians. He would like to see a system that allows clients to directly enter their service requests. The system would track the status of each request along with the hours spent for billing purposes. Mr. Charles also wants the system to be able to generate statistics and reports so he can pursue continuous improvement in this area.
PROBLEM STATEMENT MATRIX
PROJECT: ……….. ……………. , PROJECT MANAGER: ………………….…….
CREATED BY: ……………….…, LAST UPDATED BY:………………………….
DATE CREATED: --/--/--- | DATE LAST UPDATED: --/--/----
BRIEF STATEMENT OF PROBLEM, OPPORTUNITY, OR DIRECTIVE 1. The company is unable to adequately keep track of their client’s hardware and software configurations. Tech Support is unable to access information from home. This causes them to be unable to fully support their clients in the field Clients are unable to enter service request Techs are unable to track hardware installations Consultants are unaware of any work previously done on a prior job. 2. The current practices neither for tracking client configuration information and hardware components are working as the Consulting firm would like. An incident was logged by a client and addressed by a technician. When in the field, the problem logged and reporting has become complex for the technician due to ongoing inaccuracy or incomplete information. The company needs some level of automated tracking database at the enterprise level or Internet application to allow clients to submit service requests, while also allowing the technicians the ability to review closed services, track new ones and update from some device based on the status of a service request. By introducing this opportunity, this will allow the company and its employees to provide faster service to their clients