Customer Service Management (CSM) is divided into two sections which are Customer Care Center (CCC) and Customer Relationship Management Support (CRMS).

The objective of CSM are:

• Provides first level support for all MSP products systems and services
• Promoting customer satisfaction and customer service excellence
• Adoption of best practices and management of service level quality

The CSM functions are:

• Operates 365 days 24 hours
• Extensive reporting services
• Guardian of the Service Level Agreement (SLA) fulfilment for MSP

CCC will be the single point of contact for problem management and all problem resolution activities will be recorded in the problem management system. CCC will update the problem status to the user using the information from the database at intervals agreed in the Service Level. Customer Relationship Management Support (CRMS) is providing incident and SLA report.

First level support for CCC will be provided by:

• Perform proactive monitoring for network connectivity (7.30am to 11.00pm daily)
• Coordinate incident logs and send notification for critical incidents to customers and service providers
• Onsite support services at customer sites. (Business hours only)
• Provides reports based on customer’s requirement.
• Management of Service Level for incidents.

Second level support for CSM will be provided by:

• Datacentre Support Engineers (DSE)
• Security & Network Engineers (CCIE)

The CSM scope of work includes:

• Problem Receiving, Logging and Prioritization.
• Receiving all problems via telephone, email or fax.
• Customer details and description of problems received will be logged into Problem
• Management System and problem ticket number will be produced automatically.
• The problem ticket number to be given to the customer for future reference.

Problem Assignment, Diagnosis and Escalation

• The Analyst will assign severity level to the problem depending on its criticality and impact.
• The Analyst will perform first level trouble shooting using the tools available at the first level support.
• Should the analyst not able to solve the problem, it will be escalated to the second level support through the Problem Management System and other mechanisms i.e. telephone, e-mail.
• The occurrences of Severity 1 problems will be notified to 2nd level in 5 minutes.

Problem Resolution

If the problem can be resolved by first level, the analyst will inform customer and close the problem log, if it is resolved by second level support or other contractors, they will follow up with the second level support or contractors until the problem resolved and close the problem and notify the users.

Incident Reporting and Reviewing

• MSP will continuously review outstanding customer’s problems.
• MSP will perform follow up of problems at 2nd level.
• Work History will be updated in the problem management system upon getting important information, feedback from second level/vendor or any action taken by analyst/second level/vendor in order to resolve the problem.

• Conversation tracking facility for call tracking and abandon call.
• 365 x 24 x 7 operation with three shifts around a clock.
• Voice logger system is a tool to record all telephone conversation at the call centre. It is used for service quality and for performance assessment for the staff.
• Problem Management System

• Daily/Weekly Problem Report
• Daily/Weekly Outstanding Report
• Monthly Report – summary
• Service Level reports (Service Level Alerts, Breach reports, analysis & trends)