Customer Relationship Management regular meetings will be established with each customer department by WashU IT’s Customer Relationship Management (CRM) team. These regular meetings will address quality of services provided, identify new customer projects/initiatives requiring WashU IT services and inform customers of any planned changes to existing IT services. Reports from these meetings are reviewed by WashU IT leadership on a regular basis to ensure customer satisfaction is met and to identify customer needs that should be addressed via new technology services or enhancement of existing services. Support Hours and Initial Response Times WashU IT has established the following general support hours and initial response times to meet customer support and service request needs. Note that CRITICAL support and service requests are defined as technology issues affecting the customer’s ability to perform urgent university business without an acceptable technology workaround in place. Standard Business Hours: 7 am – 5:30 pm (M – F) during regular campus business days Initial Response Times: ANY support or service request will be responded to within the following times. Calls to 933-3333 - 80% answered in 20 seconds or less Emails sent to xxxxxx@xxxxx.xxx will be responded to as outlined in the “Support Request Resolution Targets” section below. Web Requests made via the ServiceNow “report an issue” form will be responded to as outlined in the “Support Request Resolution Targets” section below.
Customer Relationship Management. CRM entails all aspects of interaction a company has with its customer, whether it is sales or service related.
Customer Relationship Management regular meetings will be established with each customer department by WashU IT’s Customer Relationship Management (CRM) team. These regular meetings will address quality of services provided, identify new customer projects/initiatives requiring WashU IT services and inform customers of any planned changes to existing IT services. Reports from these meetings are reviewed by WashU IT leadership on a regular basis to ensure customer satisfaction is met and to identify customer needs that should be addressed via new technology services or enhancement of existing services. Specialized Support Enhanced support is provided for users as designated by the customer department. A number not to exceed 2.5% of the FTE user count is included in the base cost of the service. These users will receive support at the urgent priority level for all of their incident reports, immediate escalation of support requests from the Service Center, dispatch of familiar support technicians, and the ability for their support requests to be submitted on their behalf. University owned computers that are within manufacturer warranty and meet the minimum hardware standards for support will be covered by this Service Level Expectation. Under the fully supported tier, WashU IT will provide hardware diagnosis and repair in coordination with the vendor. Limited support is available for devices that fall outside that standard. For limited support devices, WashU IT will attempt to diagnose problems and make a recommendation to the department for repair/replacement. These devices would not be subject to the resolution times detailed in this SLE. Additionally, for computers which are not covered under warranty, the customer will be responsible for the cost of replacement parts. WashU IT will publish a list of supported peripherals and work with the department to obtain quotes for additional equipment when necessary. Other peripherals will be supported (e.g. device driver installation and connectivity) where possible by WashU IT, however some specialty devices, such as research equipment, will require vendor support contracts. New Operating System releases will be made available for testing within 90 days of the manufacturer release date. WashU IT will not guarantee the compatibility of applications with the new OS. Users will be responsible for testing of their specific applications for compatibility with the new OS release. WashU IT can by request provide a test environment to perform said testing...
Customer Relationship Management. CUSTOMER RELATIONSHIP MANAGEMENT Start up Services objective is to build an operational customer acquisition and customer care contact center able to handle inbound customer care and new customer acquisition calls as well as conduct outbound telemarketing for commodity based offerings. This activity includes the following specific tasks: IDENTIFY PLANS FOR PACKAGE CUSTOMIZATION AND FUNCTIONAL DESIGN IBM will analyze the EMW functional requirements for Start-Up Services and assess the out-of-box capabilities of the major applications packages for Customer Acquisition, Customer Care, and Revenue Management Services. Gaps will be identified and assessed. IBM will subsequently provide project plans functional design efforts that will address the functional gaps. Here the focus is upon assessing the Start-up Services required efforts. COMPLETION CRITERIA: - This task will be considered complete when IBM provides the Package Functional Gap Analysis to the EMW Contract Executive. DELIVERABLES: - Package Functional Gap Analysis DEFINE IMPLEMENTATION PLAN IBM will provide a project plan for the Implementation of the Clarify CRM front-end package. This plan will include tasks, schedule, resource allocations, and hardware/software implementation. COMPLETION CRITERIA: This task will be considered complete when IBM provides the Implementation Plan to the EMW Contract Executive. DELIVERABLES: - Detailed Implementation Plan DEVELOP DETAILED DESIGN OF BUSINESS SCENARIOS AND ASSOCIATED CALL CENTER MANAGEMENT PROCESSES IBM will develop detailed business process definitions and flows of Customer Acquisition and Customer Care business processes. Where these business processes impact the contact center operations, IBM will develop associated contact center management processes (e.g. training, closed loop customer satisfaction, performance, and management practices) and where appropriate integration definition e.g., WEB e- Mail, Fax and Physical delivery. To facilitate design development, IBM will perform the following subtasks: - Identify existing EMW business objectives that will affect the validation of the project assumptions. - Review available EMW documentation pertaining to plans for the project. This documentation includes strategy, current processes, organization, business unit functions, product & marketing plans, reengineering, functional and technical requirements, current system architecture including applications and infrastructure as well as future architecture p...
Customer Relationship Management. The CRM solutions and functions will be reviewed and refined based upon experience in the Start-up Services effort. Areas such as CTI, IVR, and others will be re-evaluated at this time. Appropriate plans will be developed and reviewed with EMW Contract Executive. -------------------------------------------------------------------------------- IBM Confidential May 12, 2000 Page - 44 - Exhibit 1A SI SOW
Customer Relationship Management. HP shall be the exclusive owner and manager of the relationship with HP Customers. To this end, if Indigo is performing Services on HP's behalf. HP shall determine the content of all interaction (if any) between Indigo and HP Customers, including without limitation the content of all help desk scripting and the representations made by Indigo personnel to HP Customers in all circumstances. Further to the above, Indigo shall not contact or respond to enquiries from any HP Customer without prior written approval of HP in each case.
Customer Relationship Management. “CRM”) SUPPORT: TRX will provide reasonable consultation and support via the Internet through a TRX-selected CRM system in response to inquiries from WORLDTRAVEL regarding the use of the Remote Services, including both technical and user issues, as well as the best utilization of the Remote Services to meet WORLDTRAVEL’s needs. CRM support is not a substitute for WORLDTRAVEL to review the related user and technical documentation. A TRX representative will attend monthly scheduled CORREX coordinator conference calls and bi-annual face-to-face meetings.
Customer Relationship Management. CCR will provide to Consolidated a single point of contact for all CCR product supply issues (e.g., order management, systemic service issues, etc.). • Consolidated will have a single point of contact for all CCR product supply issues (e.g., order management, systemic service issues, etc.). • A clearly defined escalation process for systemic service issues will be in place as set forth in Section 1(c) of this Service Level Agreement. • CCR will provide regional and local contact mapping for appropriate Consolidated employees and CCR employees.
Customer Relationship Management. “CRM”) inVentiv will provide licenses for Omeros’ field sales, medical affairs, national account, and sales management personnel (collectively “Field Users”) and for Omeros’ home office personnel (“Home Office Users”) to utilize the Omeros CRM solution developed as part of the existing inVentiv CRM service offering provided to support the Omeros inVentiv Implementation. inVentiv will utilize Veeva CRM software, an industry leader in providing cloud-based CRM applications to the Life Sciences industry. The CRM Services include those supported within the inVentiv Health General Development Org or GDO, including: • Customer Management across Account Profiles (Individuals & Organizations) • Call Recording, Reporting, and loading of Call Plans • Closed-Loop Marketing (“CLM”); loading and presentation of digital media as part of integrated call record • Medical Inquiry Request Form (“MIRF'') including physician signature capture • Field Coaching configuration • Reports & Dashboards based on industry best practices to enhance field and field management performance (online only) • iPad/Online Platform options including on-line/home office PC, Field Tablet PC, and iPad to support mobility needs and improved customer interaction
Customer Relationship Management. Liaising with internal stakeholders to coordinate business needs analysis, ensure effective ownership of business systems and training. Input in corporate continuous improvement strategies to increase quality of service.
