May 2015 Customer Support Portal Updates Tools and processes : VantagePoint Chris Bruisten –...

May 2015

Customer Support Portal Updates Tools and processes : VantagePoint

Chris Bruisten – Unisys Global Service Delivery Manager

Dolf Leurink – Springer IT Manager End User Services

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LifeRay based Customer Support Portal

Current portal (May 2015) .. Replaced by….. ( see next slide)

Customer Support Portal

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VantagePoint – Customer portal – overview

..New Customer Support portal -VantagePoint

Customer Support Portal

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VantagePoint – Menu’s on the left and right

Menu with links to cards

Menu with links for Managers and Support staff

Customer Support Portal

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VantagePoint – Knowledge Base

Instantly search the knowledgebase for self help articles

Browse the knowledgebase for self help articles and frequently asked questions

Customer Support Portal

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Overview card - The number of planned Outages per impact category

Overview card - Announcements

VantagePoint – Outages and Announcements

Customer Support Portal

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VantagePoint – My Issues Card

Overview card - My Issues

Clicking on the ‘+’ opens a form for submitting a new Issue ticket

Customer Support Portal

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VantagePoint – Submit Issue form

A temporary address and Phone number can be added, for instance when travelling

Cancel

Customer Support Portal

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VantagePoint – Submit Issue

Screen after issue ‘Submit‘

Customer Support Portal

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VantagePoint – My Issues overview

Overview card - My Issues

Clicking on the card shows a list of your submitted Issues

Customer Support Portal

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VantagePoint – viewing Issue details

opens the issue ticket details

Customer Support Portal

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VantagePoint – information on issue ticket

More information about your Issue / incident can be added for the helpdesk Agents.

Customer Support Portal

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Screen after Log Entry ‘Submit‘

VantagePoint – information on issue ticket

Customer Support Portal

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Overview card – My Orders

Clicking on the ‘+’ opens the Service (Request) Portal with all Order / Request categories.

Note: make sure that pop-ups are allowed in your Browser

VantagePoint – Submit Order / Request

Customer Support Portal

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Clicking the ‘+’ on the My Orders card, opens the Request Portal where specific Request forms are available in various categories.

After submitting the Order / Request form, the window can be closed and the new order will show on the ‘ My orders ‘ card.

VantagePoint – Submit Order / Request

Customer Support Portal

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Overview card – My Orders

Clicking on the ‘My Orders’ card, opens the list of your personal Orders / Requests and their proces status

VantagePoint – overview of Orders / Requests

Customer Support Portal

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VantagePoint – Order / Request details

Clicking on the arrow, opens the high level proces status.

To add information, or to view detailed approval status and communication from Manager, just open the Request Portal, via the ‘+’ on the ‘My Orders’ card, and click on ‘Details ‘

Customer Support Portal

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VantagePoint – logging off

This will logg you off and open the SpringerLounge intranet page

Customer Support Portal