Konnect Customer Care Overview

Summary

The Customer Care system must have five key sections configured before it can be used in operation.

The sections are:

• Areas
• Categories
• Contact Templates
• Settings
• Users

Having users who can logon to the system is clearly important but beyond this, the Categories are the next most important section to configure as they drive the system and in particular the tasks attached to them.

System Operation

The basics of the system operation are outlined in the steps below:

1. A customer complains about something e.g. their car wasn't washed.
2. A user of the Customer Care system creates a new Case, logs the appropriate details and assigns an Owner of the Case.
3. The Case has a series of tasks that must be completed as part of the resolution of this case.  The set of tasks are determined by the Case Category when the Case is created.
4. Different users are able to complete tasks and log additional actions (e.g. a phone call) against the Case until such a point that its closed.
5. A Case can be marked as closed primarily by completed all of the associated tasks but it can be closed for other reasons e.g. it's a duplicate or it's passed to a 3rd party.