In Lizzy, a support rep will only be utilizing the CRM system. From there they can see all of a customers tickets, where they are within the company and provide real time information to the customer. In fact, if you set your customers to be able to login to Lizzy themselves, they can check on the updated tickets without even placing a call. In this entry we’re going to talk about the flow between CRM and PDM to insure you understand how things move through the system.
Step one: A support rep takes a call. During the process of logging the call the user sees that they need to open an new ticket or search tickets to see if there is already an open ticket that they can add notes to or attach the current contact to.
Step two: Lizzy remembers the call being logged along with all of its topics and notes so you are free to click through the application and return to the call log later without loosing any data. So the first step while on the call is to log an actual ticket for the customer.
Step three: The support rep determines if the ticket is ready to send to management for review or if they need to do a bit more research before doing so. At some point however, they elect to send to management.
Step four: Next the product manager picks up the tickets in the PDM section. Their job is to determine if there is enough information on the ticket for the engineer or product specialists to perform the required tasks, and if so, when they’d like to schedule the work. From this location they can even elect to schedule the ticket for a future release and have it assigned there. This does not accept it into the PDM system but does say that it’s ok to go.
Step five: The R&D manager will at some point review the tickets that have been approved by the product manager. At this point a developer or engineer is assigned and the work is scheduled.
Step six: The engineer fixes the problem and sends to testing.
Step seven: The testing department approves the solution and sends to release or they reject it for further work. At some point in this cycle the work is approved and completed.
Step eight: Release notes are added to the ticket which will be automatically included in the next release cycle when it is built.
Note that at any point during this cycle an employee or a customer can see where the ticket is at and whether its been completed.