The many cases that are created in a Modern Service Management solution can contain valuable business insights. The cases may, for example, reveal information holes on a website or lack of training of service agents. But as Allan Pihl from AlfaPeople goes through here, one can only get that knowledge if it introduces clear business policies for the case management.

When it comes to case management in a Modern Service Management solution, there are two issues that need to be clarified: Which information should be logged? And how do we log that information?

The first is that all service agents categorize customer requests even so that the company can get an overall overview of where to put in with optimization efforts. The last thing is that all service agents work according to the same principles and processes, so a customer inquiry puts the right chain reaction to action.

“However, both parties assume that the company logs all cases. In case of a very simple phone call, which is over 10 seconds, it may be tempting to avoid creating a case. However, when you receive the inquiry, you cannot determine at that time whether the inquiry in connection with other cases indicates a recurrent problem. Therefore my clear recommendation is that everything must be logged. Period!” says Allan Pihl, Leader in Customer Service & IT Service Management at AlfaPeople.

The dialogue must be gathered in one place

When a service agent receives a request, he or she must first assess whether the information relates to an existing case or whether a new case is to be established.

“In the case of new information on an existing case, it is important that the entire dialogue is gathered in one place and it is on the case. It should not be scattered to the four winds, and the whole performance history must be able to be searched quickly. As a customer, there is nothing worse than explaining his case again and again while being thrown around among different service agents,” says Allan Pihl.

In addition to having all information collected in one platform, it is also important that the solution allows for the registration of the channel from which customer inquiries originate – such as mail, telephone or chat. In this way, you can spot patterns in the nature of the request in relation to the communication channel that customers prefer to use.

Explained and predefined process

If a company is to obtain maximum value from its Modern Service Management solution, a company must have clear policies for file registration.

“The optimal scenario for a customer application is that a streamlined process automatically starts when the dialog is completed. Inquiries will vary in complexity, and this should reflect the service agent’s response. If, for example, the customer asks for a simple check of a bill, a simple process must be started without the agents needing to document more than necessary. And conversely, if the case is complex and contains many facets, a more advanced process must be started. The common denominator for simple and complex inquiries is that the service agent’s response has been clarified and pre-defined,” says Allan Pihl.

Optimization of service

The carrot by logging all cases correctly and streamlined is that you gain access to accumulated knowledge about how the company performs its service processes. If you´re able to analyze the data volumes, you are also able to optimize service, and that is where the business value is really stored. In addition, with the structured handling of the processes, one step closer to full automation of self-processing processes, which releases time and increases efficiency.

“If I was a customer service manager and my service agents used a Modern Service Management solution, I would focus my efforts on those areas where I could see a high level of activity in the registrations. Why is that? Is the information on my website maybe too bad or inadequate? Do my service agents lack training and training? Or are the challenges caused by the solution itself, which my product managers should be looking into? If the cases are registered consistently, the answer to those questions can hide in the data,” says Allan Pihl and ends:

“My experience is that many service agents do a really good job. But they can only do as good as circumstances allow. It points back to management, which must take an active position on how the company should register their cases and ensure that those policies are respected.”

Modern Service Management: Do you have a policy of registering cases?

  • The many cases that are created in a Modern Service Management solution can contain valuable business insights
  • The cases may, for example, reveal information holes on a website or lack of training of service agents
  • But as Allan Pihl from AlfaPeople goes through here, one can only get that knowledge if it introduces clear business policies for the case management

When it comes to case management in a Modern Service Management solution, there are two issues that need to be clarified: Which information should be logged? And how do we log that information?

The first is that all service agents categorize customer requests even so that the company can get an overall overview of where to put in with optimization efforts. The last thing is that all service agents work according to the same principles and processes, so a customer inquiry puts the right chain reaction to action.

“However, both parties assume that the company logs all cases. In case of a very simple phone call, which is over 10 seconds, it may be tempting to avoid creating a case. However, when you receive the inquiry, you cannot determine at that time whether the inquiry in connection with other cases indicates a recurrent problem. Therefore my clear recommendation is that everything must be logged. Period!” says Allan Pihl, Leader in Customer Service & IT Service Management at AlfaPeople.

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Read more blog posts in this series:

We have written several blog posts on the subject of Modern Service Management, which you can read here: