24. Service Management System Customer GCCC Technician Request for Service Dispatch Technician ( s ) Local Admin Admin Review Work Order Arrive By Date : ( Planned ) Create Date + Arrival SLA Work Order Completed At Job Site Date ( Actual ) Work Order Closed Time to Invoice Work Order Creation Request Signature A fool proof end to end network to be in touch with our customers
31. Customer Engagement Model Consulting & Design Implementation & Integration Support & Maintenance Audit & Reengineering Understand the business requirements Define the functional architecture Define the technology architecture High-level design Short-term & Long-term Strategy RFP Specifications & Product Evaluation High-level estimates & Project Plan Coordination for Purchase & Logistics Environment assessment & Site Preparation Plan Detailed Integration Plan Test Plan & Acceptance Criteria System Implementation & Configuration Mgmt. System Integration & Testing System Acceptance & User Acceptance Tests Training & Documentation SLA Framework for Support & Maintenance Helpdesk Support Preventive Maintenance Warranty & Maintenance Agreement Mgmt. IMAC Support Level-2/3 Support Performance Reporting Trend Analysis Consulting on Capacity Planning, DRP, Feature Enhancement Due Diligence & Information Baseline Understand & Map Current set of Processes Understand business requirements Identify Gaps & Pain points Identify Process Reengineering, Technology Refresh options Identify Best Practice Recommendations Define Improvements & Changes Estimates & Benefits Analysis High-level Plan for Implementation