Aviation Week Intel & Data

# Customer Support Processes & Procedures

# Overview

  • Our goal is to provide every customer worldwide with an outstanding customer experience by giving the best support possible:

    • Provide welcome emails to every customer (no matter what service they purchased.)
    • Provide onboarding training and refresher training for renewals.
    • Provide 3/6/9 month check-ins to every customer (and end-users.)
    • Provide customer support for customer questions, concerns, assistance as needed.
    • Perform customer audits at six months (to help give insight for renewal.)
    • All support reps should be able to assist customers with problems from any products.

# New Order/Renewals Procedures

Once a sales rep marks an account as Verbal Order, support is now responsible for that account.

Note

Support should not expect sales to create any tasks for them on a new account

  • Support will receive the automated email from SalesForce showing there is a new closed account. These should be noted, but nothing actionable is needed

  • Support should run an SF report every two weeks to ensure all accounts are caught. This report shows all verbal orders, closed-won accounts by month

  • Set up a Google Spreadsheet to show support tracking. This is designed to help with transparency and an overview of what needs to be done. The spreadsheet shows when calls for customers will be placed and tracked as they are complete. Delivering two-week call/welcome email 3-month/6-month/9-month check-ins

    • If support (personal preference) likes, they may also set up personal tasks in SF.

  • From single MB to a full package of AWIN/FD/Forecast/MROP, all customers will be reached out to. This includes reaching out to individual end-users.

  • Welcome emails (standard template to be used) should be sent. Timeframe of welcome emails does vary by-product: For any GoodData products, Tim will send out initial welcome emails, including contact info for support immediately.

    • For AWIN individual users, the welcome email is sent from the system immediately.
    • For in AWIN Group, support should immediately send a welcome email with credentials.

    Note

    For GD users and individual AWIN users, support should send an additional welcome email at the 1 to 2-week mark. This is to keep Avweek emails down upon first signing up/renewals.

  • For AWIN, checks on set up in Drupal should be conducted at activation. Support should check at the two-week mark and alert Sarah/Account team if not complete (follow up until done). Backend processing like invoicing should be followed up on if not complete at activation.

  • Three-month check-ins should be conducted for all customers. Standardized emails to be used should be sent to all end users. Calls should be placed when numbers are available.

  • Audits at the 6-month check ins (starting Jan 2022) should be conducted. Support to review the SF op, look at the user list, and see what users are active in all products. Ensure these align, look at usage, and overview of any issues. Provide traffic light assessment for renewal (Red, Yellow, Green) speak with the sales rep for an action plan for the second half of their account.

# End-user Support

  • For customers reaching out with any questions or issues:

    • All support should address any customer questions/issues internally together before escalating to any other teams. Please make sure to reach out to support product specialists:

         GoodData Products – Brittany Hill      AWIN – Dan Bejarano

    • Support will track issues in SF cases
    • Support will log all emails and responses to the SF Account/Opportunity
    • If escalation needs to occur, please follow the escalation document to product owners (see Escalating Questions around Products)

  • AWIN password & access issues should be first addressed by support. Support can reset passwords and verify the customer access level. Dan B can also assist in troubleshooting IP enterprise access issues regarding third-party solutions (OpenAthens, EZProxy, etc.)

# Escalating Questions around Products

Any question being escalated should have Brittany Hill copied in as head of support. The head of support should always be aware of issues, questions that any customer is having. At times might be able to provide some answers quickly.

  • Forecast – Any questions around Forecast should be addressed to Brian Kough.

    • Questions around Fleet Content (Commercial you can copy in Dan Williams. Military you can copy in Craig Caffrey).
    • Questions around MRO Content copy in Craig Caffery. If the question is around functionality copy in Shambo.

  • Fleet Discovery Civil – Questions around Fleet Discovery.

    • Questions around how to build a report or get to data email should be addressed to Brittany Hill.
    • Questions around Fleet content addressed to Terra Deskins and copy in Dan Williams.
    • Questions around something not working properly (reports dashboard) should be addressed to Shambo.

  • MROP - Any questions around MROP should be addressed to Brian Kough.

    • Questions around contracts copy in Andy Webster
    • Questions around something not working or functionality copy in Shambo.

  • AWIN - Any questions around AWIN should have Rick Little copied in as product owner.

    • For anything broken regarding functionality, address to Rick, Ken, and copy in Shambo Authentication and Access issues addressed to Ken and Rick (lower access issues to Sarah and her team)
    • Questions around company data addressed to Brian Kough.
    • Questions around Fleet addressed to Terra Deskins.

# Level 2 Escalation Format and Questions

Please get the customer to provide the following details so to assist in the troubleshooting process:

  1. May I ask, are you currently in-network, or are you connecting to RR’s network in any way
  2. What browser are you using?
  3. Would you be able to follow this link WhatsMyIP and reply with what you see?
  4. Could you please let us know if you’re getting the same issue when going through awin.aviationweek.com?
  5. The URL(s) you tried to access.
  6. The times (hour and minute) you attempted to access.

Also, please capture the session from when you open a new browser window up to the error message, then send the HAR file. Instructions are at https://toolbox.googleapps.com/apps/har_analyzer/ - follow the steps for the browser you’re using.

Internal Escalation Procedures →