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Optimizing Customer Ticket Resolution for Improved Efficiency and Customer…
Optimizing Customer Ticket Resolution for Improved Efficiency and Customer Satisfaction
Current Challenges
Employee Buy in
Encouraging employees to speak up in meetings
Meeting improvements
Asking everyone a question individually
Gives quite employees an opportunity to improve and gain confidence
Allow the time for employees to get ideas out
More understanding the goals and expectations of the team.
Knowing the mission and goals
Allowing employees to feel like they are apart of successes
What is Fast-Rites goal?
How do employee contributions make Fast-Rite successful
Slow ticket processing
Barriers
Other department processing slows Customer Service team down
Takes days for Part Number generation to occur
Cross train Customer Service employees in Part Number creation to expedite process
Sourcing team taking a lot of time to get pricing
Meeting with sourcing team to see what we can do on the Customer Service end to help set them up for faster pricing.
Workload not being effectively prioritize
Some employees take on more while others have less to do or avoid more work.
Assigning tasks more effectively
Builds employee expedience and knowledge.
Allows for fairness of work
The employees taken on more can make mistakes with having to much on there plate
Lack of customer familiarity
Having resources to see customer requirements
Knowing the service and products we supply to customer
What could be if improvements are made
Increased customer satidsfaction
More revenue
More pay
Great team bond
A team that can rely on each other
Improved communciation
Improved trust
Fast-Rite being respected and well-known.
Leads to more customers
More business oppourtinties
New talent coming in to be apart of team
Employee Growth
Career advancements
Cross Training
When
Once a week meeting
30 mins to - 1 hour
Start of the week
Possible Resolutions
Improve meeting efficiency
Encourage all employees to speak up
Knowing where the team experience is at
Who has most experience and who can we emulate
Spreading out workload
Employees need to feel safe in saying they got to much and that someone needs to take task.
Helping the other departments out when sending work there way
Team Input and Ideas
Space where employees can add there ideas to resolutions