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Customer ServiceDawn Canty-Saunders Denise Navarro
Gina Visnansky
Customer ServiceDawn Canty-Saunders Denise Navarro
Gina Visnansky
2 Conference ‘10
OverviewOverview
Order Process• How We Process• Information Validation
Quality Assurance / Customer Satisfaction• Daily Surveys• Annual Survey
New Features• RFQ Tool – Credit Card• Live Chat• Ticketing
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Washington Technology- on SEWP Customer Service
Washington Technology- on SEWP Customer Service
Contract: SEWP IV Agency: NASA When: Awarded March 2007 to 38 companies.Why it is important: The SEWP program has become a gold standard in the government for customer service, and the managers running the contract see both agencies and their contractors as customers. The focus on service has helped SEWP survive and thrive into its fourth generation.
http://washingtontechnology.com/articles/2009/07/06/feature-contracts-game-changers.aspx?sc_lang=en
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Order Process
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Order Process OverviewOrder Process Overview
Log Order(Q-App)
OrderArrives
- Acknowledge- Attach checklist
Pre-screen/Classify -Ready?
*RouteOrder
ProcessOrder
Assign ‘Received’ Status Populate
ChecklistFocus on:- attachment- contract holder- Agency
*
Re-check:- attachment- contract holder- Agency
- handover- critical check
- handover- critical check
- handover- critical check*
**
Start
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Step 1: Order EntryStep 1: Order Entry
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Step 2: Confirming InformationStep 2: Confirming Information
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Step 3: Selecting Attachment / FileStep 3: Selecting Attachment / File
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Step 4: Confirming informationStep 4: Confirming information
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Step 5: Re-confirming attachmentStep 5: Re-confirming attachment
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Step 6: Order SubmissionStep 6: Order Submission
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Order Evolution & TrackingOrder Evolution & Tracking
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Quality Assurance
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Quality Assurance of OrdersQuality Assurance of Orders
Ensure proper handling at each phase of order processing
Quality check for completeness / thoroughness
Validate ‘checkpoints’ at critical intervals
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Daily Customer Surveys Daily Customer Surveys
Random selection of 10 orders throughout the day
Call customer with 6 questions:•Did you receive your order?•How would you rate your overall experience with the contract holder?•How would you rate your overall experience with SEWP?•What is the main reason that you use the SEWP contracting vehicle? •Would you recommend the use of the SEWP contract to a colleague?•Do you have any additional comments you’d like to share about your SEWP
experience?
Referrals / Action Items
Metrics
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2010 Annual Survey2010 Annual Survey
Notification to all in May
5-10 minutes
Online survey with < 25 questions
Share your perspectives on the SEWP program and offerings
Data used to continuously improve operations!
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New Features
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New SEWP Features!!!!New SEWP Features!!!!
RFQ Credit Card Ordering
Help Desk Operations
Live Chat
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Credit Order via RFQ ToolCredit Order via RFQ Tool
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Credit Order via RFQ ToolCredit Order via RFQ Tool
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Chat/Ticketing Process OverviewChat/Ticketing Process Overview
Customer initiates
Chat
Customer initiates
Chat
CSR capturesCSR captures AcknowledgeAcknowledgeCategorizeChat
CategorizeChat
Elevate?Elevate?OpenTicketOpenTicket
Follow upWith
Assignee (ifelevated)
Follow upWith
Assignee (ifelevated)
Update ticketWith Resolution
Update ticketWith ResolutionCloseClose
Add to FAQ?Add to FAQ?
Provide to KBManagerProvide to KBManager
Performfollow-up survey
Performfollow-up survey
EndEnd
Send transcript
of chat (customer option)
Send transcript
of chat (customer option)
Assign to:- Member of SEWP team
Assign to:- Member of SEWP team Provide
Feedback/SolutionProvide
Feedback/Solution
NoYes
No
Yes
Non-’chat’ entry points for tickets:- Daily surveys- Help emails- Phone calls- Order/RFQ issues
Non-’chat’ entry points for tickets:- Daily surveys- Help emails- Phone calls- Order/RFQ issues
Accepted?Accepted?
Yes
No
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Summary of Support ProvidedSummary of Support Provided
Order Processing
Customer Assistance/Support
Contract Holder Guidance
Quality Assurance
Customer Feedback
Help Desk / Problem Resolution
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Contact UsContact Us
Helpline: 301-286-1478
Fax orders to: 301-286-0317
E-mail orders to: [email protected]
E-mail for general info (customer): [email protected]
Email for general info (contract holder): [email protected]
E-mail for issues/ questions (contract holders): [email protected]
