Newsletter February 2008
NetSuite: Improving Support Processes
Since our last issue, NetReturn has added a new member to the team, Oliver Satomi, Client Services Manager. Oliver has worked in the IT industry for just over 20 years. He has had experience with a number of different customer relationship management systems in this time, including NetSuite. Here is what Oliver had to say about how the NetSupport team utilise NetSuite through assisting customers, dealing and tracking cases, escalating cases, and how cases are prioritised...
"I find that NetSuite is extremely user friendly and I believe it has immense potential to automate tasks and simplify processes. I use the reporting tools to extensively analyse the activity of the department and monitor key performance indicators for each individual and overall team performance.
Currently the team and I here at the NetSupport desk administer support to users around Australia, New Zealand, Asia and South Africa. Our department primarily uses the CRM module of NetSuite to assist with this.
Our customers can contact us via our support line, for Australian customers 1300 304 938, and for international customers +612 9779 0171. They can also email us at support@netreturn.com.au, or they can log a case through the customer centre. To get to this, you need to change roles to Customer Centre. By calling us, the support person answering the call assigns themself to the case and in most instances is able to resolve it over the phone. If not it is escalated and passed onto myself.
Regardless of how our customers may choose to log a case, we track all relevant information in NetSuite. The system is extremely powerful and flexible. The entire Support team has access to the case information. No matter who answers the call, any member of the team will have access to a full history coupled with the information gathered whilst dealing with the customer.
When a case is created in the system, the customer receives an automated email regarding this, as do we, alerting us so we are always kept informed of new and updated cases in a timely manner. This system provides great security and allows the team to focus on providing the best possible level of support. Our customers can also access their own cases through the Customer Centre. Customers receive notifications of case updates directly through email. The system is so powerful that our users can answer Support questions directly from these emails and NetSuite automatically updates the case with their responses. This is definitely 22nd century communication at the speed of light.
To further assist our own NetSupport team members, we have created a series of views on their dashboard. These views allow each member to monitor their own performance and keep track of customer cases. We use colour coding to highlight cases that may be falling short of our key performance indicators. Green is allocated for cases within the last two days, red for new cases, and orange for cases that have not been resolved within 2 days.
As the client services manager, I ensure that all cases are assigned to a member of my support team. The case is then prioritised so that those suffering disruptions in their work from technical issues are tended to aptly. Certain cases can be extremely complicated and becomes a significant disruption in work for our customers. If that situation arises, the case is flagged and passed onto myself, head of support. From thereon I am able to assist in the case or oversee it, if not take over it to ensure it is resolved quickly. If the case is seriously critical, it gets escalated to NetReturn’s Service Director, Adrian Wong.
Cases are prioritised to five different levels:
5. Minor: These are cosmetic problems with NetSuite that do not affect the functionality. The customer is able to work around the problem.
4. Nuisance: These are minor disruptions to a customer’s work in NetSuite. E.g. A customer cannot open a particular page through one tab, but can open it through another.
3. Important: These cases involve moderate disruption to a customer’s work, but it is still possible to work around the problem.
2. Seriously Impaired: The customer is not able to work around this problem, and the issue is now considered urgent.
1. Core Business Functionality is Broken: The problem cannot be worked around, and the issue becomes top priority.
The Service Level Agreement (SLA) is measured and tracked daily and the results are sent to me. This is to ensure all cases have been appropriately resolved or tended to. This is an additional feature on our dashboard, which ensures we won’t let any case go missed.
NetSuite is extremely powerful, and can be and often is used across the whole company as the system remains very manageable and user friendly. It provides the best solution in regards to Customer Relationship Management systems, Enterprise Resource Planning and Ecommerce."
For more information on NetSupport, please contact your account manager Nick Williams on +61 2 9779 0130 or at nick.williams@netreturn.com.au. Alternatively you can contact you client services & channel manager on +61 2 9779 0118 or at chris.thompson@netreturn.com.au.
