Customer Problem Handling Assurance

Audit the internal process of resolving customer incidents from the creation of a trouble ticket through the solving process

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Challenges

Key risks addressed by Customer Problem Handling Assurance

  • Are problem reports accurate?
  • How effective are we at first contact resolution?
  • How fast are we at solving problems?
  • How efficient are we at solving problems?
  • How satisfied are my customers?
  • Are we proactive on problem resolution?
  • Have we discovered any instances of fraud in the process?

RAID Customer Problem Handling Assurance

Engineered to assure front-desk data quality and to control and improve resolution times through proper trouble ticket management and SLA monitoring.

With Customer Problem Handling Assurance, you will be able to monitor customer satisfaction metrics as well as to control compensation actions which may lead to credit abuses and fraud.

Business Auditing Validations

Out-of-the-box controls for Business Auditing

  • Easy to use Validation workflow

    Continuous auditing eliminates manual sampling by automating the way internal auditors test controls

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  • Visual Rules Model

    Get started quickly with a comprehensive set of out-of-the-box rules mapping your business

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  • Prebuilt Business Rules

    Visual interface makes it easy to create and edit rules

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  • Actionable Alarms

    By identifying exceptions and control violations as they occur, analysts are able to minimize risks coming from waste, fraud and inefficiencies

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KPIs and Dashboards

Decision makers can use KPIs to implement compliance rules and monitor business goals, go with one click to RAID interactive dashboards to investigate further or even receive alerts and notifications when data changes critically or passes a certain threshold.

KPIs and Dashboards

Case management

Taking a unified, organization-wide, customer-centric approach to uncovering relevant information can empower your employees, helping them make better decisions faster, and deliver service more efficiently.

RAID's Case Management is unique because it has been designed to deliver business analysts the right content so they can make more accurate decisions, and assure better business outcomes.

Data Loading

RAID's Web Based Flow Editor allows for easy and fast configuration of data loading processes, thus enabling high performance data integration to get the most out of big data.


RAID supports extended big data integration, including Hadoop data sources and file processing at HDFS level, while at the same time also providing continuous data processing through message based interfaces for immediate reaction to events.

Out of the box prevention controls to assure your business

  • Promote efficient and effective communication between support teams

  • Support managers in the handling of team skills, performance and sizing

  • Enable pro-active and effective problem resolution

  • Prevent losses due to abuse and fraud

Tailored solutions

Discover our extended set of solutions for operational assurance in specific risk areas

Keep customer acquisition costs to a minimum and assure that commissions and chargebacks are correctly calculated and paid.

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Enable order management performance measurement and monitor provisioning orders, costs, delays and system outages.

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Monitor the management of staff activities and measure workforce performance based on their activities and outcomes.

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Audit activities and systems related with inventory management, including your physical assets deployed in customer installations.

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Recover costs by auditing the provisioning of rented resources and their relationship with customers.

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Improve business performance and optimize operational profits and the customer experience at a subscriber level.

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Need more information or ready to get started?

We are present in 10 office locations around the world. Check our nearest office and get in contact with us.

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