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The solution to Accounting for Inbound Collaborative Support Metrics

In an ever-changing marketplace, cooperation between multiple vendors can be a splitting headache. Different companies have different processes and ways of working together. This disconnect causes difficulties in getting accurate in-bound multi vendor metrics from your CRM platform. 

Executives want to see metrics on a regular basis to understand the types of issues customers are experiencing, how multi vendor issues affect costs and whether problems are being addressed effectively. Additionally, research has shown that incidents requiring multi vendor support are typically more expensive and require more experienced engineers. This makes it crucial for tech support departments to accurately track multi vendor issues and understand how they affect support costs.

Capturing these metrics is critical for ensuring program efficiency and customer satisfaction. Two primary issues contribute to the difficulty of capturing CRM metrics in your company’s CRM.

Issue 1: Inbound Issue Invisibility

When contacting your company with a shared customer issue, other vendors don’t have the ability to log a trouble ticket in your CRM. There may be a collaborative support agreement in place, or they may be part of TSANnet’s collaborative support community. Or, they may simply reach out directly to a personal contact in your tech support department who has helped them before. The process tends to be informal and therefore doesn’t get properly reported. This causes challenges because support issues that are collaboratively resolved go unnoticed and undocumented therefore they continue to cause problems for your customers.

Issue 2: Human Error

Multi vendor support issues aren’t as common as single vendor issues. The processes aren’t always as clearly defined or understood by tech support teams. This can lead to a great deal of human error in recording multi vendor issues in a CRM.

The Solution: Automation

One solution that TSANet members have found extremely effective is to create a process that allows other vendors to directly create a trouble ticket in their CRMs.

Allowing other vendors to log trouble tickets manually helps to improve the ability to address issues in several different ways. First, it allows an issue to be tracked more accurately, which assures that it will be dealt with and logged properly. Another benefit is the ability to identify issues clearly. Creating trouble tickets as a first step brings issues to light, eliminating the chance of human error due to murky infrastructure processes.

Allowing vendors to directly create trouble tickets in their CRMs also gives executives more visibility into performance metrics. Problems tracked correctly can be traced to their sources and solved with more ease.

Direct Access Provides Accurate Visibility

An accessible CRM platform creates more visibility into your customers’ issues. This does require a formal, structured relationship with other vendors who share customers and issues with your business. These structured, multi vendor support relationships pay off because CRM access allows visibility into multi vendor issues, which leads to efficient collaborations and more satisfied customers.  The TSANet database and member escalation process provides a method to implement this in a consistent way across every vendor with whom you collaborate.

Find out other ways TSANet takes the pain out of multi vendor support at www.tsanet.org.