Diagram Key
A.
Customer contacts customer support via
phone, email or Hostway’s account
management system (SiteControl)
B. The Integrated Customer Support Platform
process includes:
-
Fully Integrated Customer
Relationship Management system (SiteTools)
processes the incoming request
-
A Trouble
Ticket is issued for tracking purposes
and the request is sent to the U.S.E.R.
Support Team for resolution.
-
U.S.E.R. Support members take ownership
of each Trouble Ticket and work efficiently
to resolve the issue completely.
-
If required, up to 3 levels of specialized
support team members use their combined
expertise to resolve the issue.
-
Changes are sent via a Secure
Central Database (SCDB) to the Global
Data Center Automation System (GDCAS)
where they are immediately implemented.
-
Customers can self-resolve many support
issues, with real-time changes taking
effect, using SiteControl.
C. If the issue requires the
help of the U.S.E.R. Support Team, the
customer is kept updated throughout the
resolution process and the trouble ticket
is closed.
SiteControl
Web-based customer account management tool. Customers can resolve many issues
automatically using SiteControl, which is directly connected to the Secure
Central Database (SCD) and the Global Data Center Automation System (GDCAS).
Customer Relationship Management (CRM) System
Hostway’s innovative CRM, SiteTools, is a fully integrated system that instantly and accurately provides support representatives with the most up-to-date and complete information of customer account activity. Without this essential information, customer’s time is wasted and mistakes are bound to happen. This real-time customer account activity is part of the Trouble Ticket system that is generated when a customer reports a technical support.
CRM
/ SiteTools
SiteTools is Hostway's branded Customer Relationship Management (CRM), which
processes all incoming customer requests and communication.
Trouble
Ticket
The means customers use to report technical problems within the Hostway
Integrated Customer Support Platform. Trouble Tickets are used to track
and record all communication instances between the customer and Hostway
U.S.E.R. Support Team.
U.S.E.R.
Support
"Universal, Simple, Easy, Reliable" Support--the core support
team members who handle and process all incoming Trouble Tickets.
Secure
Central Database (SCDB)
Centrally managed, the secure database stores and provides incoming and
outgoing data for the Hostway Integrated Customer Support Platform. It automatically
sends information to the Global Data Center Automation System (GDCAS) so
changes are implemented throughout the resolution process.
Global
Data Center Automation System (GDCAS)
The GDCAS transfers resolution changes and modifications to the server and
network environment so they are immediately visible to customers. |
