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EMG Business Management System Manual
Doc # epsg1026386
Rev. 112
Page 19 of 35
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7.2.1 Customer Interaction Management
Customer Interaction processes are managed by First Contact and Customer Relationship teams.
First Contact‟s focus is on the prompt fulfillment of any customer inquiry. Any special customer
requests or resolution of customer issues are managed within the Customer Relationship Team.
The First Contact team is responsible for all initial voice (phone) and non-voice (e-mail, fax, and
web) interaction with customers and business partners. Their objective is to qualify and fulfill the
requests in an expedient manner or when appropriate transfer the request within CCC or to
business partners like sales, technical support or to another business organization for further
resolution. Key FC responsibilities is to help customer in checking product availability or service
capability, providing information on marketing promotions, checking customer entitlement for
service repairs and calibration, and providing order and service status. In general, FC takes
ownership of customer issues to satisfy/delight customers by providing real time help and
responses to a wide variety of customer requests.
The Customer Relationship team is responsible for managing customer interactions that require
escalations. They also make outbound communications related to the management of sales,
support orders and agreements, negotiate changes on orders or service delivery schedules, and
initiate Service Recovery and Customer Feedback.
7.2.2 Lifecycle Management of Orders
The Lifecycle Management of Sales and Service Orders is managed by Commercial Services and
the Customer Relationship teams. Commercial Service‟s focus is on the efficient lifecycle
management of orders. Any exceptions, specific customer requests, and changes in requirements
are owned by the Customer Relationship team.
Job specialization within the Commercial Services team allows focused management of customer‟s
orders:
1. Sales Order Management – Management of sales order lifecycle for hardware and software
products, parts and services sold upfront (e.g. extended warranty, training, consulting). Key
processes performed include quoting, booking, and acknowledgement of customer‟s orders
using the ERP system, fulfilling deliveries, order changes, cancellations, product returns,
corrective transactions and billing.
2. Service Administration – Management of service orders. Service orders are primarily related to
the maintenance, system uptime support, and repair of equipment. Service Administration is
comprised of two functions – Support Agreements Administration and Support Order
Management.
Support Agreements Administration – responsible for the order lifecycle of Agreements for
maintenance, system uptime support, software, and repair of equipment. Key processes
performed include quoting, placing Agreement orders, managing frequency of invoicing,
modifications and cancellations, and Sold Upfront Tracking into the Customer Service System