OSS/BSS II

ASSIGNMENT

CUSTOMER PROBLEM MANAGEMENT

Name : Arun Raj S

Roll No: EMSL14043
Batch : 11-B

CUSTOMER PROBLEM MANGEMENT

CUSTOMER
An individual or business that purchases goods or services produced by a business is known
as customer. The customer is the end goal of businesses, since it is the customer who pays for
supply and creates demand. Businesses will often compete through advertisements or sales in
order to attract a larger customer base. Once the customer is attracted by the sales team it is
the duty of internal teams to take care of the customer. Apart from providing the customer
what they need, its the responsibility of the business to manage the disputes raised by the
customer to keep them happy throughout the cycle and to retain them for a longer period of
time.
Generally customer problems fall under one of these:

Questions on products purchased and being used by the customer

Problems with products already purchased and being used by the customer either due

to lack of education or service/network problems.

Problems with a material purchase from the service provider, even if they do not have

an account with the said service provider.

General inquiries, complaints, and commendations.

CUSTOMER PROBLEM MANAGEMENT

The purpose of Customer Problem Management is to manage problems reported by

customers, resolving these problems to the customers satisfaction, and providing meaningful
status on the issue as needed to the customer. Customer Problem Management provides a

comprehensive set of capabilities for end-to-end customer problem resolution. It streamlines

the initial problem capture process by giving customer service representatives (CSRs) a
complete picture of the customers account and interaction history, and thus fosters first-call
problem resolution. It also provides visibility into the customer ticket lifecycle and enables
the collection and analysis of customer feedback. Customer Problem Management helps
Communications Service Providers improve service desk operations by automating and
facilitating customer support, reducing time-to-resolution, optimizing front office operational
expenses, and delivering a superior customer experience.
Customer Problem Management includes the following components:

Problem Capture: provides CSRs with a user-friendly interface that enables them to
minimize the number of clicks required to capture a problem, gives them a detailed
view of customer interaction history, and provides customer notifications and problem
status updates in line with customer preferences (e.g. preferred communication

channels, frequency, etc.)

Problem Resolution: enables CSRs to create customer trouble tickets and
automatically prioritize them according to urgency and the anticipated business
impact. It also enables CSRs to escalate issues to the service management level. And
it provides built-in, rule-based suggestions and predefined workflows for facilitated

problem resolution.
Problem Closure: allows CSRs to clear trouble tickets automatically once they are
resolved and once customers confirm that the issue is settled. It also provides tools for
conducting and analysing customer surveys.

BENEFITS

Improved profit margins and increased customer loyalty

Increased first-call resolution rates and reduced cost-per-contact
Improved productivity of help desk personnel and reduced problem resolution times
Ability to conduct customer surveys to better plan sales, marketing, and customer care

activities
Ability to improve the customer experience through proactive customer outreach and

notifications
Reduced integration times and costs through pre-integration with Service fulfilment &
Assurance and Resource Management