Customer support files – Methodology to improve


Review of the methodology to manage daily files and information.

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Automation of files for weekly reivew with customers and/or suppliers.

Tools to improve service levels, depth of delays, and customer lead times.


Customer support follow-up files

Customer support teams often use follow-up files to track and manage their daily operations because they provide a convenient way to organize and access important information. Follow-up files can be used to keep track of customer inquiries, issues, and feedback, as well as to document the steps that the support team has taken to resolve those issues.

Having a follow-up file for each customer or issue can help the support team stay organized and ensure that no important details are overlooked. It can also be helpful for keeping a record of the interactions that the team has had with each customer, which can be useful for tracking the progress of ongoing issues or for future reference. Follow-up files can be created using a variety of tools, such as document software, spreadsheets, or specialized customer support software.

how to improve service levels, depth of delays, and customer lead times

There are several ways that businesses can improve service levels, reduce depth of delays, and shorten customer lead times:

  1. Invest in training and development: Ensuring that your customer support team has the skills and knowledge they need to handle customer inquiries and resolve issues quickly and effectively can help improve service levels and reduce delays.
  2. Use technology to automate and streamline processes: Implementing technology solutions such as automated workflow systems or customer relationship management (CRM) software can help reduce the time it takes to complete tasks and make it easier for your team to access and manage customer information.
  3. Review and optimize your processes: Identifying and addressing bottlenecks or inefficiencies in your processes can help you streamline your workflows and reduce delays.
  4. Communicate effectively with customers: Keeping customers informed about the status of their inquiries or issues can help manage their expectations and reduce the perception of delays.
  5. Prioritize customer needs: By focusing on the most pressing or time-sensitive customer inquiries and issues, you can ensure that these are addressed promptly and efficiently, which can help reduce lead times for your customers.
  6. Collaborate with your team and stakeholders: Working closely with your team and other stakeholders can help you identify and resolve issues more quickly, which can improve service levels and reduce lead times for customers.

What are tools to improve service levels within industrials ?

There are several tools and techniques that companies in the industrial sector can use to improve service levels:

  1. Service level agreements (SLAs): SLAs are contracts between a company and its customers that outline the level of service that the company will provide. SLAs can help ensure that customers receive the level of service they expect and help companies track and measure their performance against agreed-upon service levels.
  2. Service level objectives (SLOs): SLOs are internal targets that companies set for themselves to measure and improve their service levels. SLOs can help companies identify and prioritize areas for improvement, track progress, and make adjustments as needed.
  3. Key performance indicators (KPIs): KPIs are measurable values that companies use to track and improve their performance. For example, companies in the industrial sector might use KPIs such as on-time delivery rate, order accuracy, or customer satisfaction to gauge their service levels.
  4. Continuous improvement programs: Continuous improvement programs, such as lean or Six Sigma, can help companies identify and eliminate waste and inefficiencies in their operations, leading to improved service levels.
  5. Customer relationship management (CRM) systems: CRM systems can help companies track and manage customer interactions, enabling them to better understand and meet customer needs.
  6. Service management software: Service management software, such as a computerized maintenance management system (CMMS), can help companies track and manage their maintenance and repair activities, leading to improved service levels.

Overall, using a combination of these tools and techniques can help companies in the industrial sector improve their service levels and better meet the needs of their customers.