1. AP Online Customer Support Help Desk - Kayako EBSC Bratislava Account Payables Customer Support and Invoice Query Resolution Teams

2. WHY ONLINE TICKETING TOOL?
Sorting high volume of s and communication: With a support ticketing system Customer ticket is right there and houses all their replies as well as yours.
Information backup on all ticket related issues: (Computer or crash)
Time Management and Trending – A support ticketing system give you the ability to enter the amount of time worked for each ticket.
All on the same page – (in case of multiple staff members that work on the accounts, by giving them the access to the support system, they can read the posts of the previous staffers and know exactly what that client is being told).
Easier Request and issue documentation and recording (Faster and easier transaction lookups): Once a program and event is set up, the ticket process involves just a few clicks of the mouse to get all history and documents.
Enhanced and more in depth reports: Ticketing software will permit a wide range of reports to be either seen on screen or printed immediately for later scrutiny, including financial, transaction, attendance and customer records. Information is live and up-to-the-minute.
Enhanced customer database: A detailed customer/internal client database can be used to develop a better relationship. Ticketing software has the ability to send out s or print pre-formatted letters to customers directly from the database (One approach).
Time and labour saving: Entering data into a software system is much quicker and more accurate than pen and paper recording systems and the inherent linkage ensures that tickets are correctly associated. Avoids duplicate entering of customer/internal client data.
Permits multiple operators: If it is a Web-based system, any designated user with username and login would have the ability to access and operate the system no matter where in the world they are located.

3. HOW WILL THAT BE IMPLEMENTED?
Redirection of s FROM OUTLOOK TO KAYAKO as of June 01, 2013
OUTLOOK GENERICS
PER
COUNTRY
KAYAKO DEPARTMENTS PER
COUNTRY
Transition period from June 01, 2013 to
December 31, 2013

4. HOW WILL STAKEHOLDERS BE INFORMED?
S TO CURRENT OUTLOOK GENERICS
Redirection of s FROM OUTLOOOK TO KAYAKO as of June 01, 2013
STAKEHOLDERS
OUTLOOK GENERICS
PER
COUNTRY
KAYAKO DEPARTMENTS PER
COUNTRY
AUTOMATED MESSAGE FROM OUTLOOK as of May 24, 2013
TICKET NOTIFICATION FROM KAYAKO TO STAKEHOLDER as of JUNE 01, 2013
NO NEED TO SEND S TO BOTH OUTLOOK AND KAYAKO

5. WHAT ARE THE NEW KAYAKO EMAILS?
Country
Kayako address
United Kingdom
Ireland
Austria
Germany
Switzerland
Switzerland OPCO
Poland
Slovakia
Czech Republic
Hungary
Lithuania
Norway
Sweden
Finland
Denmark
Belgium/Netherlands
France
Italy
Portual
Spain

6. Please sign up to use the Online Contact Center Help desk by going to:
WHAT DO I HAVE TO DO?
Please sign up to use the Online Contact Center Help desk
by going to:
and choosing your country
or simply
your country at the KAYAKO address to register.

7. WHY SHOULD I REGISTER? USE KNOWLEDGEBASE RECEIVE NEWS
CHECK STATUS OF YOUR TICKETS
RECEIVE NEWS
SUBMIT TICKETS FASTER
MANAGE YOUR ACCOUNT

8. WHY SHOULD I REGISTER?
CHECK STATUS OF YOUR TICKETS: is the ticket “open”, “in progress”, “on hold,” or “closed”? How many tickets have I submitted? What was the response time? Was I satisfied?
USE KNOWLEDGEBASE: easy access to published procedures and recommendations, expected outcome is to reduce number of tickets submitted via the web (customer support interface) via automated search feature. Reviewed popular knowledgebase articles e.g. hours of operation, mailing addresses, etc.
RECEIVE NEWS: registered users and vendors can receive relevant published articles
MANAGE YOUR ACCOUNT: I have a new phone number, I changed the Department – keep your contact data up to date.
Maintenance of registered users will be done on a monthly basis - users and vendors will be handled like utilities. EBSC will create an rule to upgrade ticket priority to high when the is submitted by a sensitive vendor or user. Vendors must register and login to Kayako website before submitting an online ticket. By doing so, Kayako will identify them as a sensitive vendor and upgrade the ticket priority to high via Kayako sensitive template group. Sensitive Vendors designations and sensitive template groups by country have been created. This has the added benefit of defaulting the ticket in the correct country but does complicate overall Kayako administration.

9. HOW DO I REGISTER?

10. HOW DO I REGISTER?

11. SUBMIT A TICKET AS REGISTERED USER

12. SUBMIT A TICKET AS REGISTERED USER
SELECT THE COUNTRY YOU WANT TO CREATE THE TICKET FOR

13. SUBMIT A TICKET AS REGISTERED USER
ENTER THE SUBJECT AND TEXT

14. SUBMIT A TICKET AS REGISTERED USER
ONCE TICKET SUBMITTED YOU RECEIVE A NOTIFICATION

15. VIEW YOUR TICKETS
A LIST OF YOUR TICKETS, TICKET ID, LAST UPDATE, LAST REPLIER, COUNTRY THE TICKET IS FOR, STATUS

16. IN PROGRESS (notification) ON HOLD (notification)
TICKET STATUS TYPES, PRIORITIES, SLAs
TICKET STATUS TYPES
EBSC TICKET PRIORITIES
EBSC SLAs
OPEN (notification)
IN PROGRESS (notification)
ON HOLD (notification)
CLOSED (notification)
STANDARD
MEDIUM
HIGH
URGENT
CRITICAL
within 5 B DAYS
within 3 B DAYS
within 2 B DAYS
within 1 B DAY
CRITICAL
Tickets from registered sensitive vendors and users will be automatically categorized as “HIGH” priority with 2 B days SLA.

17. Thank you for your attention.