Use modern Customer Service (CS) software
to ensure that all work is done in a timely manner
CS allows the service team to view customer, product, SLA, diagnosis and actions (e.g., work around, change request) information on one screen.
The CS process is especially useful for the support of the customers who are using critical services. When an incidence occurs, the service desk will need to work with the following information:
Client: Basic and contract information
Product: Configuration, location and service history
Service Level Agreement (SLA): Response time, RTO and RPO
Diagnostics: Actions and results
Resolution: Interim workarounds and change request for permanent fixes
The CS Kanban can be used to coordinate different actions from different teams effectively and display up-to-date information in real-time to all the teams involved.