Scenario 1 : (mail notification ,sc

Scenario 1 : (mail notification ,scripting, follow up, auto create activity plan, show SLA and warning ,escalate, auto resolve SR)
1. Customer call to 1558 to request for deviation of expired credit card points by dialing from office phone number
2. CRM automatically pop up Call In-bound Activity
a. System identify customer by checking incoming call number and found that a hundred of customer name was related with this number
b. System received transaction ID./Call ID. from CTI. and kept it into the Call In-bound Activity.
c. System received a verify flag from CTI. and kept it into the Call In-bound Activity for showing customer indentified themselves via IVR already.
3. Agent screen show incoming call with a list of customer names related with the incoming call number
4. Agent receive call and asking customer information
a. Agent search and select the right customer name from the list
5. Customer request for deviation of expired credit card points
6. Agent create SR related with the Call In-bound activity
7. Agent select SR Type (Complaint, Inquiry, Request, Account Maintenance. , Compliment) , Category, Financial Account ,Subject
8. Agent asks questions to identify the customer.
a. System show list of random question of the issue to identify the customer
9. Agent records results of customer verification
a. System saves the result of customer verifications and associates them with this Service Request.
10. System Automatically identify SLA by using customer segment, subject, Category, Sub Category and severity
11. CRM generate activity plan for solving the issue (activity plan was predefined by SR. Type, Category, and sub-category.)
a. Activity 1: Agent check customer’s credit card information
b. Activity 2: Request for approval by Supervisor
c. Activity 3: Call Out-bound activity to inform the result.
12. Agent search for procedure to resolve this issue
13. Activity 1, Agent check customer’s credit card information
a. Agent check the balance of credit card point , point expired date
b. Agent change activity status to “closed”
14. Agent record the detail of service request and tell the customer that the issue will be take into consideration and we will contact to inform the result again
15. Agent change owner of SR to supervisor to review the issue.
a. System automatically notify Supervisor that SR has been assigned to him/her
16. Supervisor read the detail of issue and information provided by agent
17. Activity 2, Request for approval by Supervisor
a. Supervisor edit and add some more information
b. change activity status to “closed”
18. Activity 4, Request for approval by Retail Lending Business Fulfillment Management Team
a. Supervisor create new Email Activity to request for approval and assign to Retail Lending Business Fulfillment Management Team
b. Select Email Template
c. System automatically pull data from the service request to fulfill into Email Template
d. System automatically sends email to Retail Lending Business Fulfillment Management team and associates Email Activity to Service Request.
19. During the process of resolve issue, customer call to ask for the result (repeat step 1-5)
a. Customer ask if his/her case has been finalized
b. Agent check the SR of this customer and found that it is in process of consideration by Retail Lending Business Fulfillment Management team
20. Agent inform customer and mark follow up in the SR
a. System counts follow up number by customer, record into SR and show follow up time = 1
b. System automatically sends email to notify the owner of service request when follow up is marked.
21. Customer call again to follow up the result (repeat step 1-5)
a. Customer ask if his/her case has been finalized
b. Agent check the SR of this customer and found that it is in process of consideration by Retail Lending Business Fulfillment Management team
22. Agent inform customer and mark follow up in the SR
a. System counts follow up number by customer, record into SR and show follow up time = 2
b. System automatically sends email to notify the owner of service request when follow up is marked.
c. Agent adjusts severity to high
d. System automatically recalculate and shorten SLA period
23. Retail Lending Business Fulfillment Management Staff didn’t review the case before SLA
24. System escalates the SR to the upper level. Send an email escalation to manager.
25. Retail Lending Business Fulfillment Management Staff check the information
26. Retail Lending Business Fulfillment Management Staff check email for approve the request and reply this email back.
a. System automatically pull the email (form Retail Lending Business Fulfillment Management Staff) into CRM
b. The email will be automatically convert to the Email Activity and associate to Service Request.
27. Supervisor monitors activities and change status of activity#4 to “closed”
And change SR status to “Resolved”.
28. Activity 3, Call Out-bound activity to inform the result.
a. Supervisor call from the system to customer to inform the result
b. change activity status to “closed”
29. System automatically changes status of SR to “Closed” after all activities has been closed.