Frameworx Application: Customer Problem Verification & Closure

Category: (2) TAM Application Type

Application Identifier: 5.8.5

Maturity Level: 4

Overview

Customer Problem Verification & Closure applications provide the necessary functionality to verify if the problem has been resolved and to close the case when the problem is indeed resolved. As part of verification and closure, manual follow-up may be needed with customer service representatives, if a complaint (or commendation) was placed against the individual, which need to be tracked. Appropriate actions must be taken, especially if trends are discovered.

Functionality

Customer Problem Verification & Closure functionality includes the following:

• Verify with the customer that the problem has been fixed (this may involve further testing to verify the problem is indeed fixed)
• Verify that the service and/or resource level tickets have been closed, and the issue related to these respective tickets resolved.
• Close the customer trouble ticket.
• Document the cause code

Supported Business Services

(2) TAM Application Type Customer Problem Verification & Closure

Appears on these diagrams:

• 5.8 Customer Problem Management

Frameworx Domains (Horizontal)

• Customer Domain

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