Category: (1) TAM Application Type
Application Identifier: 5.8
Maturity Level: 4
Overview
The purpose of
Customer Problem Management is to manage problems reported by customers,
resolving these problems to the customer�s satisfaction, and providing
meaningful status on the issue as needed to the customer.
Customer
problems can include:
- General
questions on products purchased and being used by the customer
- Problems
with products already purchased and being used by the customer either due to
lack of education or service/network problems.
- Problems
with a material purchase from the service provider, even if they do not have
an account with the said service provider.
- General
inquiries, complaints, and commendations.
Note: A customer
problem may or may not result in a billing adjustment. Billing related issues
are handled via Billing Inquiry, Dispute & Adjustment
Management,
See Case
Management for more information.
Functionality
Typical
application functions supported are
- Customer
Problem Qualification & Reception
- Customer
Problem Lifecycle Management
- Customer
Problem Diagnostics
- Customer
Problem Resolution
- Customer
Problem Verification & Closure
- Customer
Problem Reporting
Supported Business Services
- Service
Problem Resolution Applications
- Correlation
& Root Cause Analysis
- Resource
Problem Management
- Service
Performance Management
- Service
Quality monitoring
- Resource
performance management
- Billing
