Standard Operating Procedure

Customer Support SOP

INTRODUCTION



The customer support team is the first line of defense for all the issues faced by the customers post sales. The team’s purpose is to make sure that all the issues are resolved within the SLA. Each ticket type has a different SLA metric and the team has to make sure that all the different types of tickets are closed as per the required standards.

The current Team strategy is one associate per 300 clients, as the number of issues expected is around 15-20 percent, which includes : Hardware issues,Report Delivery issue, invoicing issue, Report Query, Data update etc.



HELP DESK PROCEDURES


USER RESPONSIBILITIES


SUPPORT PORTAL phone number / address / link

Customer Support can be reached by the following:

Helpline : 080 4075 3333; Email : support@tricog.com

ISSUE LOGGING METHOD

The customer can drop in a mail at Support@tricog.com and it will automatically create a ticket in Service Desk, Or connect with us over call and the team can create a ticket for them

TICKET COMPLETION

The ticket completion is done after following a standard set of procedures for different ticket types, The maximum ticket resolution time is 5 Days for Hardware issues, in case it takes more time the particular ticket is deemed as an outlier and the analysis is done to make sure that the delay is not repeated again

SETUP AND SUPPORT REQUEST LEAD TIME

Ticket request raised via mail is manually allocated to the agents by the Senior most agent, The Request lead time varies between 3 hours to 45 hours ( Taking 9 working hours into account for the team)

ESCALATION POINTS OF CONTACT

If any ticket has exceeded the SLA or the team notices that the ticket will exceed the SLA due to some foreseen scenarios, the ticket is escalated to Operations manager.

Contact details of whom are shared with all the Agents. Current Contact: 9599917266



HELP DESK SYSTEM


Service Desk :

It is a Ticketing System of Altassian which works with JIRA, the purpose of adding Service Desk was to make sure the tickets are closed within the SLA defined, all the different categories of the requests have different preset SLAs which was set manually after discussion with the team.

Process :


Customer Calls/Mails > Ticket Created > Ticket Reallocated by agents > Automated reply to customer regarding the acceptance of the issue> Agent connect with Client over call within 2 hours of ticket creation > Reply on the ticket and customer gets the notification> Agent works on the ticket and updates the customer on the progress> Ticket closed within SLA.


<If Ticket will take more time> > The Agent informs the client and tries to close it within the next 2.5 days of crossing the SLA and the ticket is escalated to the Operations Manager to find the roadblocks and remove them.





HELP DESK STAFF RESPONSIBILITIES


The helpdesk team has various responsibilities as mentioned below



  1. Incoming Customer Support calls

  2. Outgoing Customer Support calls

  3. New Policy change calls

  4. Payment calls (Centres)

  5. Ticket Resolution

  6. Field Technical team Support calls

  7. Sales Team Support calls

  8. Equipment Troubleshooting

  9. Critical Calls

The team has to make sure that the customer is comfortable while talking to them, this is achieved by empathising with the clients at all the steps and making sure that the correct information is provided at all times to the client.



HELP DESK OPERATING HOURS



The Help Desk team operates from 10:00 AM - 7:30 PM, Monday to Saturday.

During these hours the team takes over:

  1. All incoming calls

  2. Payment Calls

  3. Critical Calls

  4. Ticket Resolution


One Agent from the team works on Sunday and Government Holiday, alternating between them, the timing is 9:30 AM - 2:00 PM. During this time the team takes over

  1. All incoming calls

  2. Critical Calls


PRIORITY MATRIX

Highest

ECG Machine issue, Device Hardware Issue (Requires Service Visit)

HIGH

Network issue with Equipment, Deactivation Request, Accessory Issue

MEDIUM

Camp Request,Billing Related Issue,Non Performing Asset

Low

Data Update,ECG paper Request,Document Related issue


ISSUE CATEGORIES:

The Helpdesk requests have been divided into different categories.

Category 1 : Technical Issues Raised by the Customer

Category 2 : Technical Issues Raised by the Sales Team for the customers

Category 3 : Technical Issues Raised by the Sales Team for their equipments

Category 4 : Non Technical Issues raised by the Customer

Category 5 : Non Technical Issues raised by the Sales Team for the customers


MONTHLY PERFORMANCE REVIEW


The duty of the Operations Manager while handling the escalations and day to day operational activities also involves creation of monthly report and monitoring the quality of the service provided by the team. The Performance review consists of total tickets solved by the team, Agent performances, Average Ticket resolution time, Finding issues within the tickets which were not Resolved within the SLA, Call drop rates and Average on call time for each agent.


The Review is done either on Power Bi Desktop or Powerpoint Presentation with the help of Microsoft excel to figure out the trend of issues and next course of actions.




Issue Resolution Process:


Data Update Related Query: SLA - 4 Hours.


  1. Customer sends Mail on Support@tricog.com or calls Customer support helpline 080 4075 3333.

  2. Customer support team checks the request and updates the relevant custom fields in the ticket raised in FTR Project

  3. Customer support team connects with the clients to confirm the details which have to be updated

  4. Customer support team updates the relevant details via Contacts tab in the customer profile in the Admin Pane and updates the customer regarding the changesl

  5. The ticket is closed.

Report Related Query: SLA - 2 Hours.


  1. Customer sends Mail on Support@tricog.com or calls Customer support helpline 080 4075 3333.

  2. Customer support team checks the request and updates the relevant custom fields in the ticket raised in FTR Project

  3. Customer support team connects with the clients and tries to resolve the query on call

  4. If the customer is not satisfied the next step is to transfer the call to the Doctor who had diagnosed the report

  5. Customer support team confirms with the client if the issue has been resolved.

  6. The ticket is closed


Camp Related Query: SLA - 3 Hours.


  1. Customer sends Mail on Support@tricog.com or calls Customer support helpline 080 4075 3333.

  2. Customer support team checks the request and updates the relevant custom fields in the ticket raised in FTR Project

  3. Customer Support team confirms with the Area Sales manager for the Camp Request

  4. Customer Support team updates the Head of medical team on call and raises additional JIRA Ticket for the Medical team to follow up on the camp

  5. The details regarding the camp is updated in the Description in the Ticket and the customer is updated to proceed with the Camp

  6. The FTR Ticket is closed by the CS team the additional ticket will be closed off after the Camp is completed.


Billing Related Issue: SLA - 6 Hours.


  1. Customer sends Mail on Support@tricog.com or calls Customer support helpline 080 4075 3333.

  2. Customer support team checks the request and updates the relevant custom fields in the ticket raised in FTR Project

  3. Customer support team raises an additional JIRA ticket for the Finance team to look into.

  4. The finance team connects with the clients and updates the JIRA ticket

  5. Customer support team connects with client to confirm the issue resolution

  6. The FTR ticket is closed by the CS team


ECG Paper Query: SLA - 1 Hours.


  1. Customer sends Mail on Support@tricog.com or calls Customer support helpline 080 4075 3333.

  2. Customer support team checks the request and updates the relevant custom fields in the ticket raised in FTR Project

  3. Customer support team confirms with the Area sales manager and the Operations Manager for shipment

  4. Customer support team raises another JIRA ticket in the EPR Project (ECG Paper Request) and the shipment is taken care the Logistics team, the delivery time takes anywhere between 1 Day to 3 Days

  5. The FTR Project is closed by the Customer support team.


Equipment Related Query: SLA - 1 Day - 5 Days.


  1. Customer sends Mail on Support@tricog.com or calls Customer support helpline 080 4075 3333.

  2. Customer support team checks the request and updates the relevant custom fields in the ticket raised in FTR Project

  3. Customer support team connects with the client and follows the following troubleshooting process for Machine and Tricog Device.



  1. Tricog Device : L1 Team : SLA 1 Day

    1. Updating the client to turn the equipment on and off again

    2. Checking the CSQ level on the Admin Panel for the Device

    3. Going to RAW Data and confirming if there is an unsynced ECG stored in the device

    4. Updating the client to press the Tricog Connector towards the Machine and pressing the soft restart button 5 times and waiting for 5 minutes for device to restart

    5. If the network is still not available then the team updates the client to move the equipment near a window and wait for 20 minutes

    6. If the network is still not available, the Issue is shifted out to L2 Team


  1. Tricog Device : L2 Team : SLA 4 Days

    1. L2 Team connects with the client and reconfirms the issue

    2. Team gets image of the equipment sent over to Whatsapp and checks whether the connector PIN is broken or not and if the antenna is in place

    3. If asset is broken and is not functioning properly, the Agent connects with Field manager and raises a task in field management software linked to Admin Panel.

    4. The Field manager then processes the request and sends an Agent with a spare equipment to the centre. In case the agent doesn’t have a spare equipment, one is sent out from HQ to his location which takes maximum of 2 days.

    5. Another 1 Day is provided for the Service team to have a visit and get the equipment swapped out or working again.


  1. ECG Machine : L1 Team : SLA 1 Day

    1. Agent updates the customer to turn the equipment on and off again

    2. Agent  updates the customer to check if the accessories are properly connected

    3. Agent updates the customer to charge the equipment for 6 hours and revert back to check if the problem still persists

    4. If the problem still persists the Agents moves the issue to L2 Support


  1. ECG Machine : L2 Team : SLA 4 Day

    1. Agent connects with the client to confirm the issue.

    2. Agent gets the equipment image sent out and tries to figure out the issue over call.

    3. If the agent is not able to solve the problem, the the Field team manager is updated and Agent raises a task in field management software linked to Admin Panel.

    4. The Field manager then processes the request and sends an Agent with a spare equipment to the centre. In case the agent doesn’t have a spare equipment, one is sent out from HQ to his location which takes maximum of 2 days.

    5. Another 1 Day is provided for the Service team to have a visit and get the equipment swapped out or working again.



SCOPE OF ACTIVITY:


L1 TEAM Customer Support :

  1. Report Related Query

  2. Billing Query

  3. Camp Request

  4. Basic Equipment Troubleshooting

  5. Critical Calls

  6. Additional Client Related Calls as updated by Operations Manager


L1 TEAM Field Support :

  1. Tricog Field Team support

  2. Center Payments Calls

  3. Critical Calls

  4. Additional Client Related Calls as updated by Operations Manager


L2 TEAM Customer Support:

  1. Tricog Device Issue Resolution

  2. ECG Machine Issue Resolution

  3. Critical Calls

  4. Additional Client Related Calls as updated by Operations Manager