Customer and support what is Net Promoter System?

Progress – Response and Resolution Time

• All Support team members aligned within product teams
• Cross Training
• Enhanced product training programs
• Implemented a mentoring program for support analysts
• Build knowledge of key skills:
• Problem-solving, troubleshooting skills
• Case management
• Communication

Progress – Response and Resolution Time

• Triage specialists
• Case assessment and proper routing to Support Analyst
• Support Analyst skills focused on resolving cases
• Accelerates resolution of cases
• Tracking improvements
• Case Resolution
• Time To Close
• Continuous increase in cases ‘closed same day’
• Overall number of cases closed continues to improve