Is the request registration complete and successful? This is the most important step to achieve good customer satisfaction and a smooth customer journey: capturing all crucial information in terms of contact information and care needs. Now the real work can begin 😊
Check 1: Does the request have a relationship manager?
Consult the request in the list and check in the column if it is assigned to the right relationship manager.
The relationship manager follows the person throughout your organization: a modification of the relationship manager is implemented everywhere at the profile level across all requests. You can always modify the SPOC via the brush on the requester's profile.
Check 2: Has a first task been created to follow up on this request?
Consult the request in the list and check in the column whether one or more tasks have already been created to follow up this request properly.
If not, create the first task and assign it to the expert colleague for this type of request.
Unlike the relationship manager, this person is responsible for the proper execution of the request; he/she does not become the contact person or SPOC.
Click on the request line and navigate to the Tasks tab, here prepare the first task for this request via 'Add Task'.
Then fill in all required fields for this task, assign the task to a task performer (an expert for this type of service/product) and enter a date as the due date to perform this task.
Provide additional information via the note field or attachment. Your fellow task executor has access to the detailed information of the task as well as the detailed information of the request. He/she can also consult who prepared this task for him/her. However, try to include all useful and crucial information from the start.