Service Request Management (CIS01US06)

1. Problem Statement

User Roles Identified

Based on the service request management context, the primary user roles facing these problems are:

Call Center Representative

Handles 40-50 customer calls daily and creates service orders
Serves as the primary interface between customers and field operations
Responsible for documenting customer issues and tracking resolution

Customer Executive

Handles walk-in customers and in-person service requests
Processes complex service applications requiring verification
Manages service center operations and customer satisfaction

Pain Points by User Role

Call Center Representative:

Cannot generate receipts for service requests, leading to customer dissatisfaction and follow-up calls
No visibility into SLA tracking, making it impossible to set proper customer expectations
Lack of detailed service request views prevents effective customer communication
No quick actions available, forcing navigation through multiple screens for routine tasks
Cannot provide real-time status updates to customers during calls

Customer Executive:

Cannot provide physical receipts for in-person service requests, reducing customer confidence
No way to show detailed service history during face-to-face interactions
Lack of SLA visibility makes it difficult to manage customer expectations in service centers
Cannot perform quick status updates or modifications during customer visits

Core Problem

The current service request management system lacks fundamental customer service capabilities including receipt generation, SLA tracking, detailed request visibility, and quick action workflows. This creates operational inefficiencies, reduces customer satisfaction, and prevents staff from meeting service level expectations.

2. Who Are the Users Facing the Problem?

Call Center Representative (Primary User)

Manages incoming customer service requests via phone
Creates, updates, and tracks service orders throughout their lifecycle
Needs comprehensive access to all service request management features

Customer Executive (Secondary User)

Handles in-person service requests at customer service centers
Needs access to service request creation, tracking, and receipt generation
Requires read-only access to historical service data

3. Jobs To Be Done

For Call Center Representative: When I need to create and manage customer service requests during phone calls, But I cannot generate receipts, track SLAs, view detailed request information, or perform quick actions efficiently, Help me streamline service request workflows with comprehensive tracking and customer communication tools, So that I can provide professional service with clear documentation and accurate status updates.

For Customer Executive: When I need to handle in-person service requests and provide customers with documentation, But I cannot generate receipts, show detailed service history, or perform quick status updates, Help me deliver professional face-to-face service with complete request visibility and documentation, So that I can build customer confidence and resolve issues efficiently during office visits.

4. Solution

Comprehensive Service Request Management Platform

Receipt Generation & Documentation

Automated receipt generation for all service request types with customizable templates
Digital receipt delivery via email and SMS with tracking confirmation
Physical receipt printing capability for in-person interactions

SLA Tracking & Monitoring

Real-time SLA countdown timers with automated alerts at key thresholds
SLA performance dashboards with historical trending and compliance metrics
Escalation workflows triggered by SLA threshold breaches

Enhanced Request Visibility

Comprehensive service request detail views with complete interaction history
Timeline visualization showing all status changes, assignments, and updates
Customer communication log with all touchpoints and responses documented

Quick Action Workflows

One-click actions for common tasks (reassign, escalate, update status, schedule follow-up)
Bulk action capabilities for managing multiple requests simultaneously
Customizable action buttons based on user role and request status

Integration Capabilities

Seamless integration with existing SMART360 modules (billing, customer data, asset management)
API connections for third-party notification systems and external vendors
Real-time data synchronization across all user interfaces

Reporting & Analytics

Service performance dashboards with key metrics and trend analysis
SLA compliance reporting with drill-down capabilities by team, type, and time period
Customer satisfaction tracking with automated survey distribution

5. Major Steps Involved

Call Center Representative Flow

Create Service Request
- Access service request creation from main dashboard
- Enter customer information (auto-populated from caller ID or manual search)
- Select service type from categorized dropdown menu
- Input detailed description with guided prompts
- Set priority level based on service type and customer tier
- Generate automatic reference number and initial receipt
Track and Monitor
- View active service requests on personalized dashboard
- Monitor SLA countdown timers with color-coded status indicators
- Receive automated alerts for approaching SLA deadlines
- Access detailed request timeline with all updates and communications
Customer Communication
- Generate and send service receipts via email/SMS immediately upon creation
- Provide real-time status updates during customer callbacks
- Access complete interaction history for context during conversations
- Send automated status notifications at key milestones
Quick Actions
- Use one-click actions to update status, reassign, or escalate requests
- Perform bulk operations on multiple requests when handling high volumes
- Schedule follow-up calls or appointments directly from request interface
- Generate completion receipts and customer satisfaction surveys

Customer Executive Flow

In-Person Request Handling
- Create service requests during customer visits with guided interface
- Verify customer identity and account information
- Generate immediate physical receipt with QR code for online tracking
- Schedule appointments and coordinate with field operations
Service History Review
- Access comprehensive customer service history during interactions
- Show detailed request information and resolution steps
- Explain previous service outcomes and preventive measures
- Identify patterns in service requests for proactive solutions
Status Management
- Update request status based on customer feedback or new information
- Escalate complex issues to appropriate departments
- Coordinate with dispatchers for urgent service needs
- Follow up on completed requests for satisfaction confirmation

6. Flow Diagram

7. Business Rules

General Rules

All service requests must have a unique reference number generated automatically
Service receipts must be generated within 30 seconds of request creation
SLA timers begin counting from the moment a request is created in the system
All status changes must be logged with timestamp and user identification
Customers must receive notification within 2 hours of any status change

Customer Information (Step 1)

Account Number

Account number field is required
"Look Up" button must be enabled when account number is entered
System must validate account number exists in the system
Upon successful lookup, customer details auto-populate

Customer Name

Field is required
Must accept alphanumeric characters and common punctuation
Maximum character length must be enforced

Service Address

Field is required
Must be a valid address format
Address must be associated with the account number

Contact Phone

Field is required
Must follow valid phone number format (###) ###-####
Must contain only numeric characters and formatting

Contact Email

Field is optional (marked as "Optional")
When provided, must follow valid email format
Must contain @ symbol and valid domain structure

Service Selection (Step 2)

Service Categories

Services are organized by utility type: Water, Wastewater, Metering, Connection, Maintenance
Each service displays: Name, Description, Price, Service Category
Only one service can be selected at a time
"Select" button must be clicked to choose a service

Available Services

All services display base service charge
Service charges are fixed amounts as displayed
Service descriptions are read-only
Services are categorized and color-coded by type

Service Details (Step 3)

Selected Service Information

Service name, description, utility service type, and charges are read-only
Information carries forward from Step 2 selection

Preferred Date

Field is optional
Must accept MM/DD/YYYY format
If left blank, system schedules earliest available date
Date cannot be in the past

Preferred Time Slot

Field is optional
Dropdown selection from predefined time slots
Available options determined by service type and date

Additional Instructions

Field is optional
Free text field for special requirements
Character limit must be enforced
Field accepts alphanumeric characters and common punctuation

Payment & Review (Step 4)

Payment Options Rules:

Four payment timing options: Pay Now, Pay Later (7 days), Add to First Bill, Send Invoice
User must select one payment timing option
Pay Now must be highlighted as default/recommended option

Payment Method Rules:

Three payment methods: Cash, Online, Cheque
User must select one payment method to proceed
"Select Payment Method" button must remain disabled until method is chosen

Payment Method Specific Rules - Cash:

Amount field is required
Cash Received field is required
Date field is required (date picker format)
All payment details must be completed message must be displayed

Payment Method Specific Rules - Online:

Amount field is required
Date field is required (date picker format)
Reference Number field is required
All payment details must be completed message must be displayed

Payment Method Specific Rules - Cheque:

Cheque Number field is required
Bank Name field is required
Account Holder's Name field is required
Routing Number field is required
Bank Account Number field is required
Cheque Date field is required
Cheque Amount field is required
All payment details must be completed message must be displayed

Service Request Completion (Step 5)

Request Confirmation

Unique service request number (SR-######) generated
Request number format: SR- followed by 6 digits
All customer and service information displayed as read-only
Timestamp recorded for request submission

Service Request Receipt

Contains all entered information from previous steps
Payment status displayed (e.g., "Pending")
Service total calculated and displayed
Final price disclaimer included

Next Steps Information

Reference number provided for tracking
Email confirmation timeline specified (within 24 hours)
Service representative contact timeline specified (2-3 business days)
Service completion timeline provided (3-5 business days for standard requests)

Contact Information

Customer service and emergency contact details provided
Phone numbers and email addresses must be valid
Service hours specified

"Back" button available on all steps except Step 1
"Continue" button advances to next step when current step is valid
"Save Draft" functionality available throughout process
Step indicators show current progress (1-4)
Users can navigate back to previous completed steps
Form data persists when navigating between steps

Service request detail view

Main page

Complaint ID must be system generated
complaint category, sub category and created date should be displayed
Acknowledgement button - when it is clicked then the status of the compliant should be change to in-progress. the button becomes "put on hold", if its click then the status of the comaplint is "on hold" and the button becomes "resume", on clicking on resume the status of the comaplint is again "In- progress".
consumer name should be displayed with a vip bage if vip.
consumer account no should be displayed below name
coamplint priority and status should be displayed below account no.
Sla status - its "on track" if all sla metrices fall in the sla rules and "breached' if not.
SLA due date - calculate from the date of creation adding the resolution time define.
time remaining - calculated from the current time - resolution time

Complaints details card

Request ID - auto generated
Created on
creted by
last updated on
last updated by

Consumer information

phone
email
cosnsumer category
consuer sub category
service address
billing address

Quick actions

send response to consumer - redirect to indidual messaging in communication module
Create service order - redirct in the below service order tab.
Add internal note - redirect in the below communication tab
resolve request - mark the complaint resolve
Reject complaint - dialoge box is open and rejection reason is asked and then complaint is rejected

Details tab - below data is auto poulated from the complaint add form

Service code
catgory
sub category
service fee
response time
resolution time
prefered date
prefered time slot
Utility service
fieldwork required
service type
status
priority
created date (date created)
Service discription
access information
closure requiremnets - need to be checked if mandatory from setting
- customer notification
- service completion veriication
- quality check pending
- documentation upload

Service order tab

service order type - display only the templates which are associated with consumer
Scheduled date - date picker
remarks - txt box
add service order button - create the service order
Existing service order
- SO no
- so name
- SO status
- Schedule date
- Created on
- Created by
- assigned to, assigned on
- remark
- view details - redirect to so detail view
- download report - download if the service order is comepleted

communication tab

All the communication send to consumer or internal notes are displayed here
user can add a note by selecting internal or consumer
Timeline tab
All the compalint related activities are tracked and log

Service request management landing page

KPI cards

Pending approval - service request with the pending status
Approve today - service requets with the in progress status
rejected today - request with rejected status
completed request - request with completed status

search bar - requst id, name . service type, category, subcategory, customer name, account no

Filters - status, service type

Tabs

Current request - all request except rejected and completed status
request history - request with jected and completed status

listview

request ID
service type
consumer name, account number
Category, sub category
status
created on
action - view

status lifecycle

Pending - when it is created
Inprogress - when it is acknowledge
on hold - when put on hold
completed - when mark as resolved

8. Sample Data

Service Request Example

Request ID: SR-2025-05-001234

Customer Information:

Account Number: ACT-789456
Name: John Smith
Address: 123 Main Street, Pune, Maharashtra
Phone: +91-9876543210
Email: john.smith@email.com

Service Details:

Type: Water Pressure Complaint
Priority: Standard
Description: Customer reports low water pressure in kitchen and bathroom since yesterday morning
Created By: Call Center Rep - Sarah Johnson
Created Date: May 27, 2025 at 9:30 AM
Expected Completion: May 28, 2025 at 5:00 PM

SLA Tracking:

Standard SLA: 24 hours
Elapsed Time: 6.5 hours
Remaining Time: 17.5 hours
Status: On Track
Escalation Level: 0

Assignment Details:

Assigned To: Field Tech - Rajesh Patel
Assigned Date: May 27, 2025 at 11:00 AM
Scheduled Date: May 27, 2025 at 2:00 PM
Estimated Duration: 2 hours

Status History:

Created - May 27, 2025 at 9:30 AM by Sarah Johnson Notes: Initial request from customer call
Assigned - May 27, 2025 at 11:00 AM by Dispatcher - Mike Chen Notes: Assigned to Rajesh Patel, scheduled for 2 PM

9. Acceptance Criteria

The system must generate a unique service request reference number within 2 seconds of request creation
The system must produce downloadable PDF receipts for all service requests with complete request details
The system must send digital receipts via email within 30 seconds of generation
The system must display real-time SLA countdown timers with color-coded status (green, yellow, red)
The system must trigger automatic alerts when SLA reaches 75% and 90% thresholds
The system must provide detailed service request views showing complete interaction history
The system must support one-click quick actions for status updates, assignments, and escalations
The system must enable bulk operations for managing multiple service requests simultaneously
The system must provide mobile-responsive design that works on tablets and smartphones
The system must support offline mode for field technicians with automatic sync when connected
The system must integrate with existing customer database to auto-populate customer information
The system must log all status changes with timestamp, user ID, and reason codes
The system must provide role-based access controls preventing unauthorized modifications
The system must generate completion receipts requiring customer signature or digital confirmation
The system must send automatic status notifications to customers via their preferred method
The system must maintain audit trails for all service request modifications for compliance
The system must provide performance dashboards showing SLA compliance by team and service type
The system must support customizable service categories and priority levels
The system must handle concurrent users without data corruption or performance degradation
The system must provide data export capabilities for service request reports and analytics

10. Process Changes

Process Area	Current Process	New Process	Expected Impact
Service Request Creation	Manual entry with no immediate confirmation	Automated creation with instant receipt generation	85% reduction in customer follow-up calls for confirmation
SLA Management	Manual tracking using spreadsheets or memory	Automated SLA monitoring with real-time alerts	60% improvement in on-time service completion
Customer Communication	Reactive - customers call for updates	Proactive automated notifications at key milestones	70% reduction in status inquiry calls
Field Assignment	Phone calls and manual coordination	Digital assignment with mobile notifications	40% reduction in dispatch coordination time
Service Documentation	Paper-based with manual filing	Digital documentation with automatic archiving	90% reduction in documentation processing time
Performance Monitoring	Monthly manual report compilation	Real-time dashboards with automated reporting	50% improvement in management decision-making speed
Customer Satisfaction	Occasional phone surveys	Automated digital surveys after completion	300% increase in feedback collection rate
Technician Productivity	Manual time tracking and paper forms	Mobile app with GPS tracking and digital forms	25% improvement in field efficiency

Impact percentages are based on industry benchmarks for similar digital transformation initiatives in utility service management

11. Impact from Solving This Problem

Metric Category	Improvement Description	Expected Impact
Customer Satisfaction	Professional service delivery with receipts and real-time tracking	:white_check_mark: Customer satisfaction scores increase by 25-30%
Operational Efficiency	Automated workflows reduce manual coordination tasks	:white_check_mark: Staff productivity improves by 35-40%
SLA Compliance	Real-time monitoring and alerts prevent deadline breaches	:white_check_mark: On-time completion rates improve from 75% to 95%
Cost Reduction	Reduced call volume and streamlined processes	:white_check_mark: Customer service call volume decreases by 60%
Response Time	Faster assignment and dispatch through digital workflows	:white_check_mark: Average response time improves by 45%
Data Quality	Automated logging and validation improve record accuracy	:white_check_mark: Service documentation accuracy increases to 98%
Transparency	Real-time visibility for customers and staff	:white_check_mark: Customer complaint resolution time reduces by 50%
Compliance	Automated audit trails and documentation	:white_check_mark: Regulatory compliance documentation time reduces by 80%

12. User Behavior Tracking

Call Center Representative Tracking

Metric	Event	Properties	Purpose
Request Creation Speed	service_request_created	user_id, creation_time, service_type, customer_tier	Measure efficiency of request entry process
Receipt Generation Usage	receipt_generated	request_id, delivery_method, generation_time	Track adoption of receipt functionality
Quick Action Usage	quick_action_used	action_type, request_id, time_saved	Measure workflow efficiency improvements
SLA Monitoring Engagement	sla_alert_viewed	request_id, alert_type, response_time	Assess proactive management behavior

Key Questions Answered:

Which service types take longest to create?
Are representatives using receipt generation consistently?
What percentage of actions use quick workflows vs. manual navigation?
How quickly do representatives respond to SLA alerts?

Customer Executive Tracking

Metric	Event	Properties	Purpose
In-Person Service Quality	face_to_face_request_created	service_duration, customer_satisfaction, receipt_provided	Measure service center effectiveness
Historical Data Usage	service_history_accessed	customer_id, request_count_viewed, resolution_provided	Track value of comprehensive customer views
Receipt Delivery	physical_receipt_printed	request_id, print_time, customer_confirmed	Monitor documentation compliance