Customer Relationship Management regular meetings will be established with each customer department by WashU IT’s Customer Relationship Management (CRM) team. These regular meetings will address quality of services provided, identify new customer projects/initiatives requiring WashU IT services and inform customers of any planned changes to existing IT services. Reports from these meetings are reviewed by WashU IT leadership on a regular basis to ensure customer satisfaction is met and to identify customer needs that should be addressed via new technology services or enhancement of existing services. Support Hours and Initial Response Times WashU IT has established the following general support hours and initial response times to meet customer support and service request needs. Note that CRITICAL support and service requests are defined as technology issues affecting the customer’s ability to perform urgent university business without an acceptable technology workaround in place. Calls to 933-3333 - 80% answered in 20 seconds or less Emails sent to xxxxxx@xxxxx.xxx will be responded to as outlined in the “Support Request Resolution Targets” section below. Web Requests made via the ServiceNow “report an issue” form will be responded to as outlined in the “Support Request Resolution Targets” section below.
Customer Relationship Management. CRM entails all aspects of interaction a company has with its customer, whether it is sales or service related.
Customer Relationship Management. CUSTOMER RELATIONSHIP MANAGEMENT Start up Services objective is to build an operational customer acquisition and customer care contact center able to handle inbound customer care and new customer acquisition calls as well as conduct outbound telemarketing for commodity based offerings. This activity includes the following specific tasks: IDENTIFY PLANS FOR PACKAGE CUSTOMIZATION AND FUNCTIONAL DESIGN IBM will analyze the EMW functional requirements for Start-Up Services and assess the out-of-box capabilities of the major applications packages for Customer Acquisition, Customer Care, and Revenue Management Services. Gaps will be identified and assessed. IBM will subsequently provide project plans functional design efforts that will address the functional gaps. Here the focus is upon assessing the Start-up Services required efforts. COMPLETION CRITERIA: - This task will be considered complete when IBM provides the Package Functional Gap Analysis to the EMW Contract Executive. DELIVERABLES: - Package Functional Gap Analysis DEFINE IMPLEMENTATION PLAN IBM will provide a project plan for the Implementation of the Clarify CRM front-end package. This plan will include tasks, schedule, resource allocations, and hardware/software implementation. COMPLETION CRITERIA: This task will be considered complete when IBM provides the Implementation Plan to the EMW Contract Executive. DELIVERABLES: - Detailed Implementation Plan DEVELOP DETAILED DESIGN OF BUSINESS SCENARIOS AND ASSOCIATED CALL CENTER MANAGEMENT PROCESSES IBM will develop detailed business process definitions and flows of Customer Acquisition and Customer Care business processes. Where these business processes impact the contact center operations, IBM will develop associated contact center management processes (e.g. training, closed loop customer satisfaction, performance, and management practices) and where appropriate integration definition e.g., WEB e- Mail, Fax and Physical delivery. To facilitate design development, IBM will perform the following subtasks: - Identify existing EMW business objectives that will affect the validation of the project assumptions. - Review available EMW documentation pertaining to plans for the project. This documentation includes strategy, current processes, organization, business unit functions, product & marketing plans, reengineering, functional and technical requirements, current system architecture including applications and infrastructure as well as future architecture p...
Customer Relationship Management. The CRM solutions and functions will be reviewed and refined based upon experience in the Start-up Services effort. Areas such as CTI, IVR, and others will be re-evaluated at this time. Appropriate plans will be developed and reviewed with EMW Contract Executive. -------------------------------------------------------------------------------- IBM Confidential May 12, 2000 Page - 44 - Exhibit 1A SI SOW
Customer Relationship Management. HP shall be the exclusive owner and manager of the relationship with HP Customers. To this end, if Indigo is performing Services on HP's behalf, HP shall determine the content of all interaction (if any) between Indigo and HP Customers, including without limitation the content of all help desk scripting and the representations made by Indigo personnel to HP Customers in all circumstances. Further to the above, Indigo shall not contact or respond to enquiries from any HP Customer without prior written approval of HP in each case.
Customer Relationship Management regular meetings will be established with each customer department by WashU IT’s Customer Relationship Management (CRM) team. These regular meetings will address quality of services provided, identify new customer projects/initiatives requiring WashU IT services and inform customers of any planned changes to existing IT services. Reports from these meetings are reviewed by WashU IT leadership on a regular basis to ensure customer satisfaction is met and to identify customer needs that should be addressed via new technology services or enhancement of existing services. WashU IT will publish a list of supported peripherals and work with the department to obtain quotes for additional equipment when necessary. Other peripherals will be supported (e.g. device driver installation and connectivity) where possible by WashU IT, however some specialty devices, such as research equipment, will require vendor support contracts. New Operating System releases will be made available for testing within 90 days of the manufacturer release date. WashU IT will not guarantee the compatibility of applications with the new OS. Users will be responsible for testing of their specific applications for compatibility with the new OS release. WashU IT can by request provide a test environment to perform said testing. New hardware standards and minimum support standards will be updated and published annually. these resources using WUIT instructions. The device must be in working condition as WashU IT will not attempt to repair any faulty hardware or software on these devices. Support Hours and Initial Response Times WashU IT has established the following general support hours and initial response times to meet customer support and service request needs. Note that CRITICAL support and service requests are defined as technology issues affecting the customer’s ability to perform urgent university business without an acceptable technology workaround in place. Calls – 80% answered in 20 seconds or less Email – respond on average* within 20 minutes Web Request – respond on average* within 20 minutes Calls – after hour calls will be answered by the WashU IT Systems Operations Center (SOC). The SOC will either resolve the issue or page on call staff to resolve the issue. On call staff will respond to the after hour pager on average* within 30 minutes *averages are calculated on a monthly basis Support Request Resolution Targets WashU IT has established the following general support escalati...
Customer Relationship Management. “CRM”) SUPPORT: TRX will provide reasonable consultation and support via the Internet through a TRX-selected CRM system in response to inquiries from WORLDTRAVEL regarding the use of the Remote Services, including both technical and user issues, as well as the best utilization of the Remote Services to meet WORLDTRAVEL’s needs. CRM support is not a substitute for WORLDTRAVEL to review the related user and technical documentation. A TRX representative will attend monthly scheduled CORREX coordinator conference calls and bi-annual face-to-face meetings.
Customer Relationship Management. 1.2.1. [***]
1.2.2. [***]
1.2.3. [***]
Customer Relationship Management. 1.3.1 The Client operates a CRM system for managing all stakeholder and customer correspondence in accordance with section S514 and the requirements of • Schedule SP1 (General Systems Requirements), • Schedule CS2 (Communications, Stakeholder and Community Management), • Schedule PS4 (Land Management) and • Schedule PS6 (Third-Party Agreements Support). The Consultant uses the Client’s CRM system in managing all stakeholder and customer correspondence.
1.3.2 The Consultant liaises with the Service Manager to ensure that appropriate Staff and members of the Leadership Team receive CRM training.
Customer Relationship Management. 5 <PAGE> HP shall be the exclusive owner and manager of the relationship with HP Customers. To this end, if Indigo is performing Services on HP's behalf, HP shall determine the content of all interaction (if any) between Indigo and HP Customers, including without limitation the content of all help desk scripting and the representations made by Indigo personnel to HP Customers in all circumstances. Further to the above, Indigo shall not contact or respond to enquiries from any HP Customer without prior written approval of HP in each case. 3. OEM PRODUCTS 3.1 Initial OEM Product Identification Within 90 days of the Effective Date, HP shall select, in consultation with Indigo, the initial OEM Printers to be supplied to HP under this Agreement from any one or two of Indigo's range of commercial printing products. Indigo shall, at HP's cost, offer all reasonable assistance required by HP to identify such printing products. 3.2
