Customer Service Business Area Model

The key to maintaining good customer relationships is good customer service.

Customer Service encompasses a wide range of industry-specific activities:

>  Information Inquiries
>  Service Requests
>  Billing Inquiries
>  Complaints
>  Upgrades
>  Returns

Customer Service provides the ability to take the pulse of the organization by providing direct information from the customer.

"What products are of interest to customers?"
"What internal processes are not functioning as planned?"
"What types of complaints are being received?"
"What is the customer asking for or telling us?"

The ability to track, report and follow-up on service requests and provide that information throughout the organization is a proactive way to deal with potential problems at an early stage. Addressing customer issues quickly and efficiently is always an important activity for business.

The CUSTOMER SERVICE Business Area Model establishes a data architecture accomplishing these activities.

>  Service Request
>  Priority
>  Assignment
>  Issue
>  Activity
>  Staffing
>  Resolution
>  Product Impact
>  Customer Survey
>  Responsible Organization
>  Costs and Allocations
>  Service Metrics

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