HISPASAT Group Contact Center
Contents
1. information is needed on a ticket it s displayed waiting for details hispa View Ticket WE Informa o ao Cliente The customer should add a note a file the relevant information requested to the ticket and subsequently click on the Reactivate button then the ticket status changes into in progress 2014 Grupo HISPASAT All Rights Reserved Page 17 of 21 Actions Notes Choose File No file chosen Upload mae O Seu 1 me Ieegeen 6 4 2 Status Reclassified In the case where the HISPASAT operator identifies that the ticket it is not properly qualified he will change the status to Reclassified indicating why it has changed to this status within a note View Ticket Customer in the Actions window can perform the following Change ticket status back to in progress by clicking on the Reactivate button if you do not agree with the reclassification of the ticket Prior to do this you must add a note explaining the change of the ticket status Change the status of the incident to Closed if you agree with the resolution of the ticket by clicking on the Stitches button Prior to do this you must add a note explaining the change ticket status 2014 Grupo HISPASAT All Rights Reserved Page 18 of 21 Actions Notes Choose File No file chosen Upload lf the ticket has not been closed within 7 days of it already being reclassified or considered solved it will be closed a2. 66 Swiss 41 435 081 883 United Kingdom United States of America Venezuela 44 207 04 84 085 1 202 499 14 47 Skype 1 415 871 04 81 west coast Skype 1 202 470 68 62 east coast 58 212 7719067 6 Online WEB Access To get access to this web portal use the URL https contactcenter hispasat es the customers are granted access only when registered ie have a user id and password Select window o Space capacity o Broadband HISPASAT Europe Latin America o Broadband Banda Larga HISPAMAR Brazil Working with the tool o Create tickets o Search tickets 2014 Grupo HISPASAT All Rights Reserved Page 9 of 21 hispa User Login Username Password Select your service How to register on CHE hispasat After selecting the window depending on the operational platform to be used you need to authenticate yourself with your credentials user ID and password then click the button login t J a 3 Pasrwor Access to the home screen of the portal is given 2014 Grupo HISPASAT All Rights Reserved Page 10 of 21 Home Search Ticket Create Ticket HISPASAT is 3 spanish satelite Commuric ations operator Kier in spanish and portuguese Gr nn With Over twenty years of experience the HISPASAT Group mortains a strong presence in he erian Penis and Lat America where Ris already the fourth satelite opersior HISPASAT is 3083y Dottioned fh martets and E has str Ne
3. HISPASAT Group Contact Center User Manual Date May 30 2014 This document contains confidential and proprietary information of Grupo HISPASAT and may be protected by patents trademarks copyrights trade secrets and or other relevant state federal and foreign laws Its receipt or possession does not convey any rights to reproduce disclose its contents or to manufacture use or sell anything contained herein Forwarding reproducing disclosing or using without specific written authorization of Grupo HISPASAT is strictly forbidden 2014 Grupo HISPASAT All Rights Reserved Page 2 de 21 Indice Dee PEAT geleed a 4 2 Customer Care Process nonnennnennnnnennnernnrrrnrrrorrrrrrrrerrrrrrrrrrrsnrrnnrrsnrrnrrurennrrrnrrnnrrrenrnnernnrene 5 3 Customer COMMUNICATION System ccceccccecccceeeeceeeeeseeceseeceeseeeeseeceseaeeeseeeseaeeeseeeeseneessaeeesees 6 Ax CUSTOMER REGIS MANO EE 7 5 Telephone Customer Care Gervice 7 SE OMMEN Ee 9 SE BE e 11 6 2 Tick ts Consulting ele 14 6 3 Adding Notes to the fcket 16 6 4 Changes on Ticket Status cccccccccseccccsececeeeescenecceeeescesesceneesceaesceneecceaesoeeeeseeesscsseesenes 17 7 Annex 1_ Network Operation Centers NOCet 21 8 Annex 2 Customer registration Tomm 22 2014 Grupo HISPASAT All Rights Reserved Page 3 of 21 1 Introduction As a result of the continuous improvement process of the HISPASAT Group we have identified areas for action to imp
4. cal phone lines in different countries This allows also to record all telephone calls generating the corresponding ticket and ensuring that they will be treated in the appropriate area improving the quality of service 2014 Grupo HISPASAT All Rights Reserved Page 7 of 21 Through this the Call Center can Attend and better manage complaints service incidents claims Suggestions and any other matters that may arise from customers registering all calls using Tickets Get access to Group network operation centers NOC s of Rio de Janeiro in Brazil and in Spain Arganda del Rey for everything related services alignments Booking peak amp poll requests for information events Create view modify solve close Tickets Changes of Tickets status are notified automatically Receive consult notifications alerts general incidents scheduled works Phone numbers to contact are 2014 Grupo HISPASAT All Rights Reserved Page 8 of 21 COUNTRY PHONE 34 910 609 851 OCCASIONAL USE Spain 34 918 700 140 34 918 718 313 34 918 750 199 55 21 239 10372 OCCASIONAL USE Brasil 55 21 3266 8154 8155 8156 OCCASIONAL USE TOLL FREE GRATIS 0800 28 29 488 Skype Pmc_hispamar Argentina 54 11 5217 0785 Belgium 32 2 588 20 76 Chile 56 2 2898 8247 France 33 1 83 75 34 86 Israel 97 233 741 329 Italia 39 06 94 80 30 32 M xico 52 55 417 08 124 Skype 52 55 842 17 942 Peru 51 1 6419248 Portugal 351 30 040 44
5. customers MSPASAT Airties Trough Rs powerful sateite feet more Mian 1 250 television and rado channes and pm A bey oO per Of ie soares aerospace nouS y R Hispasat 2014 hispasat Here it can easily create search view add notes change status and close tickets Here the mandatory fields that have to be filled in order for the ticket to be processed are indicated with an asterisk 6 1 Create a Ticket To create a ticket you must press the create ticket button ye QquanosOe Looms grupo hispasat About HISPASAT HMSPASAT is 3 spared satelite commurx ons operator Mader in spDarush anc ponge gt Seg e Fae g WEN over twenty years of epernene the HSPASAT Group mortains 3 strong presence in he Derian Penina and LIEN America where is Sri the fourth satelite operator HISPASAT is 3083y poMtioned in markets and E has Saweg customers MSPASAT itr tates through Rs powerful sgette feet more Man 1 250 feat and ho chanreis and 6 3 bey Greet Of the cent aerospace POU Y R Hispasat 2014 hispasat 2014 Grupo HISPASAT All Rights Reserved Page 11 of 21 Then in the ticket registration form all fields are to fill up the ones with are mandatory to be filled up to create the ticket hispa anton New Ticket Client informaton rategty ISDIR es Case information As shown in the screenshot the information on the screen to create ticket is divided into different sections 1 Select th
6. e type of ticket the NOC the service type as if Space Capacity or Broadband and finally the area affected New Ticket 2 The next section shows that customer information has been authenticated where you can modify customer contact information 2014 Grupo HISPASAT All Rights Reserved Page 12 of 21 Client Information quartizOp quantis Op QUANTS GLOBAL SL noreply hispazat ez 3 This section allows to enter a ticket title and a corresponding description Case Information 4 This last section will be opened according to the own data of operational incidents depending on the type of it Transponder product carrier and terminals Below there is an example screenshot displayed for Broadband Broadband service incident H Further degradation DIRECT Product Information According to the ticket status this changes by default in the open state 2014 Grupo HISPASAT All Rights Reserved Page 13 of 21 6 2 Tickets Consulting Service This use case allows a user to view detailed Ticket information status and notes Interface fields are not editable ie read only The information portal is one that is classified as public To proceed to locate a ticket will need to click on the Search ticket button orupShispasat Home Search Ti HISPASAT Group About HISPASAT Cp Oto 2014 hispasat After pressing the Ticket Search button a search form opens 2014 Grupo HISPASAT All Rights Rese
7. m 2014 Grupo HISPASAT All Rights Reserved Page 5 of 21 Ticket status Open initial state when a ticket is created In progress state which happens when the person assigned starts to work on the resolution of the ticket Awaiting Customer Replay If the Hispasat s operator has not enough information to resolve the ticket proceeds to request more information to the customer and changes the ticket status to Awaiting Customer replay Once the information is received would change the status back to In Progress Reclassified If the operator Hispasat is acting on a ticket that identifies as not properly qualified changes the status to Reclassified and add adds a public note stating why it s reclassified Solved state that happens when it considers that the ticket is solved If however the customer does not agree with the solution can reopen the ticket for what would happen back to In progress Closed if the ticket is in Solved state it may become Closed either if customer considers as such or automatically after 7 days Tickets can be consulted at any time either on the WEB or through the Call Center 3 Customer Communication System The Hispasat Group launches a new contacting system for its customers based on two new tools that will allow the ability to improve customer service This new customer care system consists of 1 A telephone service call center giving 24x7 service g
8. rove the quality of service to our customers in two main aspects in on one side the processes and procedures and in on the other side the implementation of management tools The HISPASAT Group launches a new system of contact for customers based on two new tools a telephone service call center 24x7 and a WEB access to unify the tickets management With the implementation of these tools the Group possesses an integrated management system that will enable improved levels of operational efficiency the flow of information with the client managing call queues to increase the quality of service Both tools are described in this document and the information needed to use is given All the information needed is provided 2014 Grupo HISPASAT All Rights Reserved Page 4 of 21 2 Customer Care Process This updated process aims to establish systematic resolution of incidents claims complaints suggestions and requests for information of the HISPASAT Group s customers in order to respond and keep them informed throughout the process Main features lt Updates different initiatives aimed at managing complaints incidents claims suggestions and other activities related to the business lt Organizes the inflow of customer requests through a single channel Le a global ticketing management system These requests are made via the call centre or through online access the purpose of which is to receive record classify and distrib
9. rved Page 14 of 21 hispa we erer ere Create ke Ticket Search Criteria ferc Search Results Uer ee ee ge Uwe Tee ee el i In the form of tickets define the search criteria once defined click on the Search button Ticket Search Cre ria Then the list of tickets that meet the search criteria entered is displayed 2014 Grupo HISPASAT All Rights Reserved Page 15 of 21 Search Results Displaying 1 to 15 of 22 items To proceed to view a ticket click on the corresponding ticket change the background color and then click on the View button 6 3 Adding Notes to the Ticket The client may perform an update on a Ticket adding notes on it To do it once the ticket is selected having found by ticket search tool it is possible to proceed to add a note in the Notes section filling in the title and description fields If the customer wants to attach a file you must select it using the File button Notes Choose File No file chosen Upload ee en TI nm O Once the information is completed click on the Upload button and then the note is attached to the ticket 2014 Grupo HISPASAT All Rights Reserved Page 16 of 21 6 4 Changes on Ticket Status As shown in the ticket life cycle diagram see point 2 here it s presented the way customer can proceed to change ticket status 6 4 1 Status Awaiting Customer replay In the case where the team HISPASAT thinks that more
10. s to space capacity line up line down P amp P Signal monitoring Interference detection Anomalies resolution Booking of space capacity occasional services Broadband satellite broadband service platform operation centers and customer care service ISPs Broadband services monitoring Service provision Anomalies resolution 2014 Grupo HISPASAT All Rights Reserved Page 21 of 21 8 Annex 2 Customer registration form Collaboration on data to be provided committed before the entry into operation of the management system and Call Center tickets are requested Fill in the form to get the correct information for the data bases trade name TAX_ID CIF an global e mail address one per functional area to act as reflector this way you manage internal distribution list for communication to each area s e mail communications ticket s information state changes of tickets scheduled jobs alerts etc Please complete this form per functional area in your company Company Functional Area First Name Given Name Last Name Surname Job Title Duties Company s Website Generic Email address TAX_ID CIF NIF TIC Phone Street City State Province Country Zip Postal Code All fields are required Cl Functional areas Administration accounting legal contracts sales procurement operations engineering other 2014 Grupo HISPASAT All Rights Reserved Page 22 of 21
11. uarantees that all calls are attended recorded and processed making the network operation centres NOCs more efficient by transferring only the corresponding calls to them 2 Anonline WEB access a single management system of tickets With the launch of these two tools the concept of operation of this new system is described as follows 2014 Grupo HISPASAT All Rights Reserved Page 6 of 21 OPERATIONAL MANAGEMENT SIGO TICKET ON TROUBLE TICKET NOC ARG elem fea DEL REY JANEIRO 4 Customer Registration To ensure proper attention to the new access system needs to be properly registered in the system this requires access to the customer information duly updated Customers companies and their contacts must be duly registered in the databases A GLOBAL _ID is assigned to each customer code with which the customer is recorded in the system eg CUSTOMER NAME global_id 12345 Points of contact general e mail accounts for each area commercial sales administration legal operational engineering that are correctly identified and registered Customers need to know which NOC Arganda del Rey Rio de Janeiro will attend the operation of their services 5 Telephone Customer Care Service This 24x7 service is implemented to guarantee personal attention in three languages Spanish Portuguese and English facilitating access from the geographic service areas where it operates the Hispasat Group through lo
12. ute all of them within a single management system at the Group lt assigns and transfers them directly to the corresponding area business sales administration legal operations engineering etc to be processed and solved It defines the criteria for criticality and escalation based on the ticket type lt organizes communication with customers during the whole resolution process and defines notifications and reports from the opening to the closure of the tickets both internally and for customers lt measures a posteriori the satisfaction with respect to the continuous improvement cycle and the knowledge base The process uses the tickets management system tool to allow users to keep track of them add comments notes until they are solved Each time the user of the system makes a change the system registers and notifies it A Ticket of Incidence Complaint Claim Suggestion requests request for information support technical commercial or other specific business activities has a life cycle defined in the management system g mmm Initial or Final Status gt Intermediate Status A Action scope of customer Awaiting Customer a Q noy ____ _ 2 ER W yp N D Open Reclasified Solved Closed Aa 7 Gg hispasat In o B Action scope of Grupo Hispasat o a om a wm wm wm wm KN m em wm IR mm mm vm mm ema wm Im mm em Wm mm vm w
13. utomatically 6 4 3 Status Solved In the case where the Hispasat team considers a Ticket solved with a proposed solution the status will appear as Solved Feta Home Search Tichet Create Ticket View Ticket 2014 Grupo HISPASAT All Rights Reserved Page 19 of 21 Customer in the Actions window can perform the following Change ticket status back to in progress by clicking on the Reactivate button if you do not agree with the reclassification of the ticket Prior to do this you may add a note explaining the change of the ticket status add files also possible Change the status of the incident to Closed if you agree with the resolution of the ticket by clicking on the Close button Prior to do this you can add a note explaining the change of the ticket status Actions Notes Choose File No file chosen Upload lf the ticket has not been closed within 7 days or it is already being reclassified or considered solved it will be closed automatically 2014 Grupo HISPASAT All Rights Reserved Page 20 of 21 7 Annex 1_ Network Operation Centers NOC s HISPASAT Group has two network operations centers NOCs for the services it provides space capacity broadband 24 7 in Arganda del Rey Spain Rio de Janeiro Brazil Space capacity 24 7 network operations centers for managing the space capacity of the satellite fleet in different orbital positions and customer service support Acces
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