De a le r Summit Bre a ko ut-T e c h Suppo rt 1 FP Mailing - - PowerPoint PPT Presentation

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Sep 08, 2022 182 likes •278 views

De a le r Summit Bre a ko ut-T e c h Suppo rt 1 FP Mailing Solutions Strictly Confidential L o o king b a c k a t 2017 T ra ining ! E xisting T e c h Suppo rt spe c ia lists ha ve g o ne thro ug h ne w o r re fre she r tra

SLIDE 1

De a le r Summit Bre a ko ut-T e c h Suppo rt

FP Mailing Solutions – Strictly Confidential

SLIDE 2

L

o king b a c k a t 2017

FP Mailing Solutions – Strictly Confidential

ra ining !

xisting T e c h Suppo rt spe c ia lists ha ve g o ne thro ug h ne w

r re fre she r tra ining o n e q uipme nt.
I

ntro duc tio n o f sta nda rd c o nta c t c e nte r K PI s.

Pro mo tio n o f Susie Co o ne y fro m Custo me r

E xpe rie nc e T e a m to T e c h Suppo rt.

Ho usto n Ba rne tt tra nsitio n to I

T .

SLIDE 3

T e c h Suppo rt T e a m-2018

FP Mailing Solutions – Strictly Confidential

SLIDE 4

T ra ining Sta tus

FP Mailing Solutions – Strictly Confidential

SLIDE 5

Ho w a re we do ing ?

FP Mailing Solutions – Strictly Confidential

PI s will b e use d to ra te pe rfo rma nc e

Wo rk T

ime %

No t Re a dy %
Ca ll Mo nito ring
RA Co mple tio n
E

nd o f Ca ll Surve ys

De a le rs/ Custo me rs will b e o ffe re d surve ys a sking a b o ut

the ir e xpe rie nc e with T e c h Suppo rt

SLIDE 6

Syste m I mpro ve me nts

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Wo rking with I

T to te st e ma il ro uting thro ug h the Cisc o pho ne syste m

limina te the ne e d to ke e p c he c king the inb o x ma nua lly

Pho ne Me nu
Ma y o ffe r sub -o ptio ns o n T

e c h Suppo rt pho ne me nu fo r fo lde r/ inse rte rs a nd Astro pro duc ts

Ca se Ma na g e me nt
Re vie wing diffe re nt o ptio ns fo r c a se

ma na g e me nt/ tic ke ting syste m.

SLIDE 7

RA Pro c e ss

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Ne e d to stre a mline RA pro c e ss
Ha ve RAs b e c o nta ine d in 1 syste m.
Upda te a nd impro ve sub missio n pro c e ss o n ne w De a le r

Po rta l.

Be tte r visib ility to sta tus o f re turns o r re pa irs.
I

mpro ve turna ro und time s.

Ma na g ing c urre nt RA pro c e ss
Ha ve a ll T

e c h Suppo rt spe c ia lists tra ine d.

ma il a ll RA re q ue sts to a ppro pria te pro duc t ma na g e r a nd RSMs.

SLIDE 8

Applying the T ra ining

FP Mailing Solutions – Strictly Confidential

Ro ta te T

e c h Suppo rt Spe c ia lists thro ug h the Sho p.

Wo rking o n e q uipme nt will he lp re info rc e tra ining .
Cha nc e to wo rk o n a unit tha t c a me b a c k tha t a T

e c h Suppo rt Spe c ia list wa s invo lve d with fro m the first c o nta c t with F P.

SLIDE 9

Q & A

FP Mailing Solutions – Strictly Confidential