WISH Services Management
You May Also Be Interested In:
wish services management
WISH Services Management, helps Service Departments manage, both customer requests and inter-departmental issues through a single system expediting call dispatch to the assigned employee by mobile SMS & supports quality monitoring and feedback handling.
INCIDENTS HANDLING: When any person calls the service helpdesk, the incident is logged into the system with caller identification and location.
- The call is classified by the agent as
# an issue needing urgent attention
# a routine request or
# a suggestion to be noted.
- A services directory helps establish the
appropriate provider of the service. Issues and
requests are assigned to the appropriate
service department for action.
- The incident is instantly flashed at the
concerned service department's computer
- If not on the same network, the task is emailed
or SMSed to the Service Provider.
- The service provider's supervisor assigns the
incident to an employee or team of employees
- The concerned employee(s) are messaged by
- Till task completion, the assigned employee(s)
keep the departmental or service provider
helpdesk informed about
# further actions or completion.
All this can be registered in the system.
- Delayed tasks are escalated.
- Tasks may be reassigned to other employee(s) .
On completion of a task, the quality department may check on guest satisfaction. If the guest is not satisfied, the quality agent may reopen a completed task for further work or may recommend other follow-up actions.
INTER-DEPARTMENTAL INCIDENTS HANDLING
Inter-departmental issues and requests are registered with the service department's supervisor or helpdesk agent. These are also registered into WISH Services Management so that the service department can get a consolidated view of all their tasks on hand. Inter-departmental incidents are not escalated, but, the requesting department can monitor call progress by querying the system.
The system produces valuable intelligence for management decision making. The system reports on incident trends by service department, incident type and location. It reports on departmental and employee efficiency. Most important - it produces a customer satisfaction scorecard.