De a le r Summit Bre a ko ut-T e c h Suppo rt 1 FP Mailing - PowerPoint PPT Presentation

De a le r Summit Bre a ko ut-T e c h Suppo rt 1 FP Mailing Solutions – Strictly Confidential

L o o king b a c k a t 2017 • T ra ining ! • E xisting T e c h Suppo rt spe c ia lists ha ve g o ne thro ug h ne w o r re fre she r tra ining o n e q uipme nt. • I ntro duc tio n o f sta nda rd c o nta c t c e nte r K PI s. • Pro mo tio n o f Susie Co o ne y fro m Custo me r E xpe rie nc e T e a m to T e c h Suppo rt. • Ho usto n Ba rne tt tra nsitio n to I T . 2 FP Mailing Solutions – Strictly Confidential

T e c h Suppo rt T e a m-2018 3 FP Mailing Solutions – Strictly Confidential

T ra ining Sta tus 4 FP Mailing Solutions – Strictly Confidential

Ho w a re we do ing ? • K PI s will b e use d to ra te pe rfo rma nc e • Wo rk T ime % • No t Re a dy % • Ca ll Mo nito ring • RA Co mple tio n • E nd o f Ca ll Surve ys • De a le rs/ Custo me rs will b e o ffe re d surve ys a sking a b o ut the ir e xpe rie nc e with T e c h Suppo rt 5 FP Mailing Solutions – Strictly Confidential

Syste m I mpro ve me nts • Wo rking with I T to te st e ma il ro uting thro ug h the Cisc o pho ne syste m • E limina te the ne e d to ke e p c he c king the inb o x ma nua lly • Pho ne Me nu • Ma y o ffe r sub -o ptio ns o n T e c h Suppo rt pho ne me nu fo r fo lde r/ inse rte rs a nd Astro pro duc ts • Ca se Ma na g e me nt • Re vie wing diffe re nt o ptio ns fo r c a se ma na g e me nt/ tic ke ting syste m. 6 FP Mailing Solutions – Strictly Confidential

RA Pro c e ss • Ne e d to stre a mline RA pro c e ss • Ha ve RAs b e c o nta ine d in 1 syste m. • Upda te a nd impro ve sub missio n pro c e ss o n ne w De a le r Po rta l. • Be tte r visib ility to sta tus o f re turns o r re pa irs. • I mpro ve turna ro und time s. • Ma na g ing c urre nt RA pro c e ss • Ha ve a ll T e c h Suppo rt spe c ia lists tra ine d. • E ma il a ll RA re q ue sts to a ppro pria te pro duc t ma na g e r a nd RSMs. 7 FP Mailing Solutions – Strictly Confidential

Applying the T ra ining • Ro ta te T e c h Suppo rt Spe c ia lists thro ug h the Sho p. • Wo rking o n e q uipme nt will he lp re info rc e tra ining . • Cha nc e to wo rk o n a unit tha t c a me b a c k tha t a T e c h Suppo rt Spe c ia list wa s invo lve d with fro m the first c o nta c t with F P. 8 FP Mailing Solutions – Strictly Confidential

Q & A 9 FP Mailing Solutions – Strictly Confidential