The figure represents a common customer support case. A customer has a malfunction, a problem or an error and wants to have these incidents resolved quickly and competently. For this purpose, a support case is created either by the direct entry of the issue by the customer in the HelpDesk or by e-mail to the support team.
The case is then qualified and assigned to a support specialist. During the processing of the support case, a consultant from the project team will be called in as support if necessary. The customer is of course regularly informed about the status of the case and is also involved in the processing of requests. As soon as the support case is solved, the customer will be informed. After verification and positive confirmation by the customer, the Support Case is closed. If no satisfactory solution can be found, the case goes back to work until final clarification.