Call Center - Service Operations Case Study

Soft Limited, which provides Internet Connection Services, offers its customers the necessary products for installation together with the internet installation service. It uses the Workcube platform for after-sales customer services. 

The company received the feedback that there was a problem with the connection product from the company it sold to 3 months ago. Thereupon, the call center officer Mr. Smith created an application record, met with the customer, learned their demands, entered a follow-up note for the application, and informed the customer by e-mail. Request requires service transaction. A service application was created by directing the call to the authorized person. After the fault was fixed, the invoice was issued and the process was completed.

In line with all these processes, the steps to be followed on Workcube are as follows;

Preliminary Transactions

1. Define Call Center Interaction Categories. List>>
2. Define Service Maintenance Categories. List>>
3. Define Product-Service Transactions categories. List>>
4. Define subscriber categories. List>>
5. Define Subscriber Cancellation categories. List>>
   
6. Define the shipping methods. List>>
7. Define product categories. List>> 

Main Transactions

1. Define the customer in accounts. List>>
2. Create subscriber record for customer. Add>>, Upd>>
3. Create call center application for problem reported from the customer. Add>>, Upd>>
4. Forward the application to the relevant person. Upd>>(Call detail > Responsible)
5. If service action is required, create a service reference. (Call detail>Other>Add Service Application)
6. Create a service application. Add>>, Upd>>
7. Issue a service stock receipt for the incoming product. Add>>, Upd>> (Service detail> Other> Service Delivery Notes)
8. Add the actions to be taken for the malfunction from the service application detail to the Product-Service transactions detail. Upd>>
   
9. Create internal request for product need in service process. Add>>, Upd>>(Service Application Detail>Product Service Operations>Internal Request)
10. Create purchase order after internal request approval. Add>>, Upd>>
11. Update the process stage to 'Shipped' for post purchase order product acceptance.  Upd>>
12. Issue a purchase invoice based on the order. Add>>, Upd>>
13. Give order payment to the invoice. Add>>, Upd>> (Invoice detail > Other > Place Payment Order)
14. Transfer the fee. Add>>, Upd>>
15. Enter price and product information for service transactions performed. Upd>>
    
16. Invoice for completed services. Add>>, Upd>>
17. Update the service application process to 'Resolved'. Upd>>
18. Receive invoice amount by transfer. Add>>, Upd>> 
19. Update the application process to 'Solved'. Upd>>
20. Inform the customer by e-mail with a follow-up note from the call detail.  Upd>>

You can do study, training, developmental testing and learning activities on your own through the example case above.