The objective of the Correct & Recover Customer Problem processes is to restore the purchased product offerings to a normal operational state as efficiently as possible.Depending on the nature of the specific reported failure, or incorrect operation, of the purchased product offering these processes may possibly lead to:
· Educational interaction with the customer to ensure correct usage of the purchased facilities;
· Re-assessment of the customers needs and withdrawal, upgrade, renewal of the purchased product offerings;
· Requests for activities to be undertaken by other processes in the CRM process layer; or
· Identification that restorative activities need to be undertaken in the SM&O processes.
They will also report successful restoration of normal service operation, restoration through temporary work-arounds or an unsuccessful attempt at restoration to Track & Manage Customer Problem through updates to the associated customer problem report.
This was created from the Frameworx 16.0 Model