SayPro Monthly January SCMR-5 SayPro Monthly Classified Support Tickets: Implement a support ticket system for user inquiries by SayPro Classified Office under SayPro Marketing Royalty SCMR
Overview
The SayPro Reporting and Analytics service aims to provide comprehensive insights into the performance and trends within the SayPro system, particularly focusing on support ticket management for the Classified Office and marketing royalty. This scope of work will detail the processes for generating monthly reports, analyzing ticket volume, resolution times, and identifying trends in user issues. It will also include the implementation of a support ticket system specifically designed for user inquiries within the SayPro Classified Office under SayPro Marketing Royalty SCMR.
1. Monthly Reports:
SayPro will generate regular monthly reports that cover key metrics and provide insights into the overall performance of the system and user support. The reports will be delivered to management to ensure that they have up-to-date information on the effectiveness of the system and can make data-driven decisions.
- Ticket Volume:
- Track the total number of support tickets submitted by users related to SayPro Classified Office and SayPro Marketing Royalty SCMR.
- Break down the ticket volume by category (e.g., technical issues, account management, payment inquiries, etc.).
- Monitor the overall trend in ticket submissions to identify spikes or dips in demand for support.
- Resolution Times:
- Track and report the time taken to resolve support tickets, from submission to closure.
- Identify bottlenecks in the resolution process by measuring average resolution times per ticket type.
- Highlight any tickets that exceed the expected resolution time, and propose improvements to address delays.
- Trends in User Issues:
- Analyze the nature of user inquiries to identify recurring problems or emerging issues.
- Categorize and track user issues, identifying patterns in the types of inquiries received.
- Provide management with recommendations for addressing recurring user concerns and improving overall system usability.
- Detailed Breakdown:
- Reports will include a breakdown by department or support team, showing how each team is performing in resolving tickets.
- Include visual representations (charts, graphs) to present the data in an easy-to-understand format.
- Frequency:
- Monthly reports will be delivered by the 5th business day of the following month, covering the full previous month’s data.
2. SayPro Monthly Classified Support Tickets:
SayPro will implement a structured support ticket system for handling user inquiries related to the Classified Office within SayPro. This will ensure that all user issues are efficiently tracked and managed, providing transparency into the support process.
- Implementation of Support Ticket System:
- Set up and configure a user-friendly support ticket system for the SayPro Classified Office under SayPro Marketing Royalty SCMR.
- Ensure the system allows users to submit tickets through multiple channels (e.g., email, online form, phone).
- Categorize tickets into predefined categories (e.g., Technical Support, Payment, Account Management, General Inquiry) to streamline resolution.
- Assign priority levels to tickets based on urgency and importance, ensuring that critical issues are addressed promptly.
- Ticket Handling:
- Ensure that each ticket is assigned to the appropriate team or individual based on the category and complexity of the issue.
- Set clear service level agreements (SLAs) for ticket response and resolution times, ensuring that users are kept informed throughout the resolution process.
- Allow users to track the status of their tickets through the system, providing transparency and improving user satisfaction.
- Integration with SayPro Marketing Royalty SCMR:
- Integrate the support ticket system with the SayPro Marketing Royalty SCMR, ensuring that relevant data from the classified ads system is captured and used in ticket resolution.
- Ensure that issues specific to marketing royalty are tracked separately from general classified support inquiries, providing clarity and improving the workflow.
- Support Ticket Management:
- Regularly review open tickets and ensure timely follow-up, escalation, and resolution.
- Maintain records of resolved tickets and any issues that require long-term solutions.
- Provide monthly reports on ticket status, volume, and resolution times.
- User Feedback:
- After a ticket is resolved, users will be encouraged to provide feedback on the support experience to identify areas for improvement.
- Analyze this feedback regularly to enhance the support process and user experience.
3. Key Deliverables:
- Monthly reports detailing ticket volume, resolution times, and trends in user issues.
- Fully implemented support ticket system for SayPro Classified Office under SayPro Marketing Royalty SCMR.
- Clear SLA guidelines for ticket response and resolution.
- Detailed user feedback collection and analysis process.
- Regular tracking of recurring issues and continuous improvement recommendations.
4. Timeline and Milestones:
- Month 1:
- Implement the support ticket system, including system configuration and integration with SayPro Marketing Royalty SCMR.
- Begin collecting ticket data and generating initial reports.
- Month 2:
- Review and refine ticket categorization, priority assignments, and SLAs based on early user feedback and performance.
- Provide the first set of monthly reports on ticket volume, resolution times, and trends.
- Ongoing (Monthly):
- Continue monthly reporting and analysis.
- Track progress on resolving recurring issues and adjusting the support system as needed.
5. Performance Metrics:
- Ticket Response Time: Target average response time within 4 hours.
- Ticket Resolution Time: Target average resolution time within 24 hours for high-priority tickets.
- User Satisfaction: Achieve a minimum of 85% positive feedback from users on the support experience.
- Ticket Volume Trends: Regular tracking of trends in ticket volume to anticipate and prepare for peak periods.
This detailed scope of work ensures that SayPro will maintain a high level of service quality in managing support tickets for the Classified Office, while also providing comprehensive reporting and actionable insights into user issues and system performance.
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