Hello good afternoon, I wanted to share our internal workflow between teams, this interaction that we carry out in our dealer affects our ticket resolution metrics. At Conci SA, in addition to communicating with customers through EC, we carry out interactions between teams internally. For example, a remote support technician who, in his diagnosis, decides that field care is necessary for services, generates a ticket to the workshop manager requesting field service. In other words, the Remote Support technician is part of the CSC team and the workshop manager who is part of the SERVICES team generates a ticket. We implement this action to keep track of the request and its compliance, and in turn we implement various labels on the tickets that help us to keep track of the tickets. In the following image I show you how Raul (Remote Support technician, CSC ARROYITO team) asked Augsto (Workshop Manager, Arroyito Services Team) for an update of a monitor, which could not be done remotely since the machine does not have JDLink, sometimes these tasks are programmed by the workshop manager to carry out in conjunction with other services or in this case it was not urgent and can last more than 48 hours. And our rule for closing tickets is only when the “customer” (Augusto) gives us the OK that the work was done Some time ago we saw this type of interaction with Marco Colina and he told us that this type of internal ticket was very good and that he was taking the case to find a way that they did not affect response metrics. One idea I would like to share with him is when the ONE PAGE REPORT CSC is generated, tickets with some kind of labels were not taken into account, for example, like this one in the image “INTERNAL CASE OF SOLUTIONS”. I leave you this improvement comment to evaluate the possibility of improving the reports and not affecting the good performance we have on tickets with customers. Another option that I recommend is if the system can evaluate that a ticket generated between ADVISORS is not taken into account for the report. In other words, it only takes into account if the ticket is between ADVISOR and CLIENT. I await your comments, thank you very much in advance
