CSE Service Call and Product Escalation ProcessCSE Service Call and Product Escalation ProcessCSE

Call Customer With ETA <30M

Escalation QuestionsEscalation Questions•How long on-site >2.5hrs no solution

OWNERSHIP

With ETA <30M

CSEOn-Site w/inProduct R/T

o o g o s te 5 s o so ut o•How is customer temp @or =98.6 degrees

•Is this call back >#2-(Not necessarily for the same problem)

If Yes to any Question ESCALATE Primary

1st /CSE

CSE / Repair / Resources•EDOC / HFSI’s

•Eureka II•SME within WG

•Refer to Escalation Questions

FixedClose Call <30m

EscalationIs this a Legacy Or Current Product?•LEGACY = PWS Legacy Request

•Current = Call TSC Hotline

Problem Resolved w/• TSC

•Legacy

Second Upload LegacyRequest on Bus

First Contact Product Specialist

Yes Fixed Primary 1st /CSE•Legacy

• Product Specialist PhoneSupport?

Request On-Site SupportLOG # or

Legacy Response #CSE to Notify

FMTS of Escalation

Close Call <30m 1st /CSE2nd / Specialist

Specialist On SiteAsses Escalation, Communicate Resolution Pathway

To all Parties, Check Temp ( @ or = 98.6).

•Work W/ CSE Toward Resolution @<4hrs•Work W/ RSE / CSE Toward Resolution @<8hrs

•Work W/ RSE / CSE / FMTS / Marketing @<16-24hrs

Fixed•Close Call <30m•Communicate to

All Parties Involved

Machine Still Not Fixed? What’s Plan “B”? (How is the Customer Feeling?( @ or = 98.6 )

•Request RSE On-Site / via FMTS / PSM•Implement IDR

•Communicate To All Parties Affected

Primary 1st / Specialist

2nd / CSE3rd / FMTS

Call Customer@ 24/48/72 hrs.

Follow up

RSE On-Site•Work Problem to Resolution or Replacement

•Communicate w/ all Parties on Escalation•Constantly Check Customer Temp (@ or = 98.6)

FixedClose Call <30m

Communicate to All Parties Involved

Not FixedCollaborative Communications

Next Steps

Primary 1st / RSE

2nd / Specialist3rd / FMTS

4th/ CSE