Vanchura. Estrategia de escalamiento para una gestión eficiente de incidencias.
Desarrollamos una estrategia de escalamiento detallada para Vanchura Properties, definiendo más de 60 escenarios de escalamiento y asignando 7 equipos especializados. Mejoramos los tiempos de respuesta a problemas escalados en más del 20%, reduciendo la presión del centro de llamadas y mejorando la resolución de problemas.
01 —The Impact
The results, up front.
Structured Resolution Process : Provided a clear, systematic approach to escalating and resolving issues. Enhanced Response Times : Improved handling of escalations, leading to increased customer satisfaction. Proactive Issue Management : Enabled Vanchura Properties to resolve issues effectively before further escalation, minimizing potential disruptions.
02 — The Challenge
Where they started.
Purpose of Escalation Objective : Ensure unresolved issues receive the necessary attention and resources for effective resolution. Escalation Triggers : Situations that cannot be resolved at the initial point of contact due to complexity, severity, or other contributing factors. Escalation Phases Process Overview : Detailed the steps involved in escalating an issue, managing escalations, and ensuring smooth transitions between escalation levels. Escalation Channels Functional Escalation : Related to specific competencies such as knowledge gaps or lack of clarity. Hierarchical Escalation : Addressed authority-based issues, unresolved initial resolutions, or cases needing higher-level intervention. Priority Levels : Categorized from low to high, determining the urgency and required response time for each issue. Escalation Procedures Escalation SLAs : Established service level agreements (SLAs) for response and resolution times. Escalation Process : Provided step-by-step guidance on managing escalations with examples. Implementation Plan Execution Details : Outlined objectives, methodologies, responsible parties (RASCI), success criteria, and the implementation timeline.
03 —What We Did
The work.
Priority Levels P0 (Critical)
Immediate issues requiring rapid response, with a 30-minute resolution SLA.
P1 (Urgent)
High-priority issues with a 4-hour resolution SLA.
P2 (High)
Significant issues requiring response within 1 business day.
P3 (Medium)
Routine issues with a 2-business-day SLA.
P4 (Low)
Low-priority issues with a 5-10 business day SLA.
Escalation Matrix Departments
Customer Service, Marketing, Sales, Post-Sales Support, Facilities Management.
Details
Included priority levels, classifications, SLAs, reminder mechanisms, responsible teams, and escalation levels.
Defined Roles
Clear responsibilities at each escalation level to prevent confusion and delays.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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