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8Manage New Way Kanban for customer service management
8Manage New Way Kanban allows the service team to view customer, product, SLA, diagnosis and actions (e.g., work around, change request) information on one screen.
For customers relying on critical services, a strong Customer Support (CS) process is vital. When an incident is logged, the service desk efficiently manages the situation by tracking key information:
- Client: Basic and contractual details.
- Product: Configuration, location, and service history.
- SLA (Service Level Agreement): Metrics like response time, RTO (Recovery Time Objective), and RPO (Recovery Point Objective).
- Diagnostics: Actions taken and the resulting findings.
- Resolution: Interim workarounds and change requests for permanent fixes.
Using a CS Kanban system, all teams involved can coordinate their actions effectively and access this crucial information in real time.
