This section presents detailed information on the various types of support MERMIG offers to its users:
Problems can arise from the service or product itself, as well as from ancillary products and services, such as application software. They can range from a catastrophic failure to simple questions concerning the functionality of the product involved. The Customer Service Centre (CSC) will fix any faults, errors, malfunctions or service interruptions, providing answers to any questions coming from the users and on the side constantly trying to enhance the quality of the services. Furthermore, the CSC will deal with customer queries concerning services they intend to buy or rent. Such queries will be either addressed by CSC staff or directed to the sales and marketing department for customising solutions or tailoring new service bundles.
These are queries addressed to the marketing and sales department concerning features of MERMIG, prices for customised solutions, special discounts for particular services, etc.
In case of sales requests, the customers will contact the Customer Service Centre (CSC) and request details, comprising availability, costs, discounts, level of service, etc. The CSC personnel will be capable of providing sales information to the customers. In case a customer requires more sophisticated information or expresses an interest in particular services, his request will be addressed to an account manager or an area manager.
These are service interruptions that prevent customers from achieving an optimal productivity at their jobs. The customers will contact the CSC mainly for reporting possible bugs of the service, asking support for disaster recovery, etc. The majority of these queries will be handled by the CSC, with more serious problems passed on to the operations department.
Administrative: they comprise customer requests for a change of address and minor service amendments.
Marketing: they comprise requests for information on new services being offered.
Billing: the customers will contact the CSC requesting explanations on their bills. CSC personnel will be capable of handling the majority of such queries.
For more serious problems, personnel from the billing department will be appointed to the problem.
MERMIG is aware of the business activities of each customer that affect the level and the frequency of the assistance requested. In order to offer flexibility, each contract signed will clearly mention the services that our company is responsible to provide.
Service Level Agreements (SLAs) clearly determine the expectations of our customers. These agreements will be developed jointly with the customers on a per-service basis. Typically the following topics will be addressed:
The Customer Service Centre (CSC) constitutes the central place of contact for any problem or question regarding MERMIG.
Requests will be normally handled by a contact person between 09:00 and 17:00 local time, on normal working days. Times of service can be extended, depending on the agreements. Customers will be able to contact the CSC using phone, fax, e-mail or online forms.
All the phone calls that cannot be resolved due to the complexity of the request, involving the co-operation of personnel from different departments to provide an answer (e.g. sales requests for tailoring services to customer needs), or due to a higher priority being assigned to other requests or because of the inability of CSC personnel to provide a solution, will be treated off-line by a contact person or a company expert assigned to the problem. Customers will be always informed on the status of their requests and the time period required for serving them. When a request is resolved, the customers will be notified.
Customers who submit their requests through fax, e-mail or online forms, will be advised to include in their messages standard information, in order to be contacted by ED personnel. They will confirm the reception of the customer?s message and will ask for further information on the problem. This information comprises:
Special effort will be made to ensure that all customers have a single entry point to the CSC for any request concerning the services supported, and this independently from the nature of the problem (sales, billing, marketing requests, problems with the manager application, etc).