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
