Critical Escalation
This feature is optional to Premium and Elite Members of TSANet. It provides members a direct path to members’ peers where traditional escalation processes do not support a critical customer situation. The feature is limited to select users at the company and can be configured to each member’s inbound workflow.
How it Works
1. You have a critical customer situation with a multi vendor solution. You need to work with another member’s management.
2. Your managers use TSANet Connect to request senior management involvement on an existing case.
3. Management at both companies work together to coordinate resources and customer communication.
Implementation Best Practices
Requirements for setting up the Critical Escalation feature in TSANet Connect, which includes user limits, restrictions….