Information Help Desk

This Business Scenario Map shows how a company can provide information and technical assistance through the Interaction Center. Customers can contact your company through their preferred channels, including telephone, email, fax, letter and web chat. Access to interactive scripts and your company's knowledge databases through a powerful search engine allow Interaction Center agents to provide expert information, advice and guidance to customers. Your agents save time when processing customer requests by having full views of your customers’ histories, including their installations & assets and in-process tickets. Agents become more efficient through the use of exception alerts and automatic suggestions. Service level agreements are adhered to with respect to contractual obligations and procedures, response times and billing for services not covered or limits that have been exceeded.

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Business Benefits

Improve customer satisfaction with increased first contact resolution

Increase customer satisfaction by resolving all outstanding issues completely

Optimize customer satisfaction and cost controls by providing agents with complaint guidelines and escalation procedures

Customer

Interaction Center

Contact Interaction Center

Communicate issue

Receive proposed solution(s)

Answer contact

Identify customer

Request further information guided by interactive script

Search for solution to customer issue

Provide customer with solution

Wrap up contact

Business Benefits

Ensure accurate information delivery with knowledge tools and scripts

Increase agent productivity with easy-to-use search capabilities

Ensure service levels meet expectations

Increase revenue by delivering the right service to the right customers based on entitlements

Streamline service process and reduce call backs with appointment scheduling on the first call

Turn 'cost centers' into 'profit centers' with service cross and up sell offerings

Reduce manual processing with scripts and alerts

Improve service personnel productivity by reducing redundant tasks

Streamline communication between all parties involved in a case

Reduce manual processing time by routing cases between service personnel


Information Help Desk Viewed as a cost center with little or no tangible contribution to revenue, service centers are pressured to reduce costs without impacting customer satisfaction. Often operating in silos, service agents have no visibility into the extended enterprise to assist with orders, marketing campaigns, payments, etc. Missed opportunities to generate revenue such as extending service contracts, upselling or cross selling additional services or products, or making sure service is delivered according to the terms of service contracts. The customer contacts the Interaction Center via several channels, for example, telephone, e-mail, or web chat. Your agent answers the contact coming in via phone, email, or other communication media. He or she takes scratch pad notes about the customer's issue. Your agent identifies the contact person and account as well as products registered for the customer calling. While confirming the data, he or she notices alerts prompted and reviews the customer fact sheet and interaction history. Starting the interactive scripting, the agent is guided through the customer interaction by questions and answers. As a next step, the customer provides details of the issue. Your agent creates a complaint for the customer calling about a service performed and/or a defective product delivered. Then he or she creates a return request and provides a return material authorization number to the customer that is required to send in the defective product. The customer receives the return material authorization number that he or she requires to return the defective product. Afterwards, your agent creates a substitute delivery as a replacement for the defective product or creates a credit memo as financial compensation for the customer. The customer accepts the replacement goods or credit memo as financial reimbursement. Your agent ends the communication with the customer. He or she wraps up the interaction capturing relevant information in the interaction record. He or she takes notes and triggers follow-up steps if necessary. Then the interaction is closed. (*This scenario is written from the perspective of you as an Interaction Center Manager) This business scenario is supported as of SAP CRM 4.0.