Customer Services Process

Currently the process to handle support tickets is as follows:

$1.$ The household item given to each employee is tracked with an inventory number.

$2.$ Special remote access software is loaded onto the household items.

$3.$ When the employee has a problem and needs support then they can enter a ticket from the

special software found on their desktop or send an email to support@kicksy.com

$4.$ The communication to Kicksy is logged and given a ticket number and added to the queue.

$5.$ A customer services agent who is monitoring the queue will pick the next ticket available in the

queue.

$6.$ The customer services agent will contact the employee and remotely connect to the household

item where possible to attempt to solve the problem.

$7.$ Customer services will update the ticket. If it is solved, then the ticket is closed, and confirmation

is sent to the employee.

$8.$ If it is not solved, then it can possibly be escalated to a second level of support, then a third level if

needed.

$9.$ If the issue cannot be resolved remotely at all, then the customer services agent arranges to pick

up the household item from the client$$s location.

$10.$ The employee is given a loaner household item to work with while their original household item

is being fixed.

$11.$ Once the original household item is in the possession of Kicksy, then the agents try to resolve it

and if not, then arrangements are made to repair it with the manufacturer.

$12.$ When the manufacturer fixes the household item, then the household item is returned to the

client$$s location, distributed to the employee, and the loaner household item is put back in

inventory. Since the pandemic, a new process is needed as most clients of Kicksy have

employees who are now working from home, and customer services agents will need

to track the inventory that is dispersed in everyone$$s homes. Come up with a revamped process for the customer services agents considering the

pandemic and given that there is no one working from the office anymore. How can

the agents continue to offer the same quality service?