Customer Service Team
Here, we provide an overview of the Customer Service Team that is working with our customers via the imc Service Desk (https://support.im-c.com/). The team is also called Service Desk Team as tickets are directly assigned to the team members and the team members are able to directly communicate to the ticket reporter.
Organisation Structure
The Customer Service Team is structured in three main teams:
The Support Team
The Incident Management Team
The Learning Consulting Team
Roles
Each team has well defined responsibilities in order to fulfil customers needs and offer specialised support to their enquiries.
Here is also a rough overview of the responsibilities in Customer Service:
Support Team
During the introductory phase of the software the project team was your contact point for all issues. With the completion of the project and the start of productive operation, this task is transferred to the Support Team. From this point on, the Service Desk acts as the main point of contact for your enquiries.
The duties of our Service Desk include the following:
acceptance and documentation of all support requests
first level analysis of all types of Incident and Request
classification and prioritisation of incidents and support requests
answering and solving all kinds of incidents and support requests
forwarding and escalation of support requests, if they cannot be answered by the Support Team
informing about the progress of requests
communicating solutions to malfunctions and support requests
coordinating the delivery of solutions in the form of software patches
closing solved incidents and requests
On weekdays, the imc Service Desk staffed by our international Service Team can be reached around the clock via a ticket system. This service team is distributed over the locations Saarbrücken, Graz, Sibiu, Melbourne and Singapore.
The responsible regional Service Desk is available to the respective customers during business hours (Monday to Friday from 8:00 a.m. to 5:00 p.m., except on national holidays).
On weekends and public holidays, serious incidents can be reported via the ticket system (in exceptional cases also by telephone), which alerts the on-call service available for this purpose. However, other requests are not processed at these times.
Incident Management Team
The Incident Management Team consists of the incident managers and the delegated experts from the different departments/teams (hosting, development, deployment, etc.).
As the second support level for technical challenges, the Incident Management Team provides guidance to the Support Team and Learning Consulting Team.
The incident manager is responsible for helping with the investigation of the incidents, identifying the root cause and restoring service operations as quickly as possible by applying workarounds or other suitable measures.
Software defects are not fixed by the Incident Management Team, but by the Development Team.
Incident Manager: The Incident Manager is responsible for quickly assessing an incident and making decisions about what to do, which team members are needed, and what actions come next at every stage of the resolution process.
Learning Consulting Team
The Learning Consulting Team is a powerful team that initially focuses on customers in Germany, Australia and Singapore.
The Learning Consulting Team is a dedicated team in charge of more complex requests, related to the usage, setup, operation, and configuration of the software, where more technical knowledge and deeper discussions or coaching sessions are required.
If the customer has a dedicated Consulting Lead from Business Consulting (project team) the tickets are forwarded by the Support Team to them.
For customers with a dedicated Consulting Lead from Learning Consulting or with no dedicated Consulting Lead the requests are forwarded to the Learning Consulting Team.