OpenDevelopment

Assist is the macro process representing the processes associated with providing support to customers and potential customers. This includes pre- and post-sales support.

Assist processes provide value to customers and enhance customer intimacy depending on the type of assistance requested:

Assistance Type	Assist	Input	Process	Output
Inquiry	A1	Information request	Respond	Information
Claims	A2	Customer issue Customer complaint	Resolve	Refund Return/Replacement
Custom Solutions	A3	Inquiry Support request	Problem solving Customization	Information Solution Training
Advisory	A4	Quality issue Recall advise	Notify Recall Repair Replace	Recall Notice Recall instructions

Assist covers customer service activities as well as technical support services: For example in the Chemical industry: technical support for application of a product in a customer's production process.

Use cases

• Self-service website - Customer portal, online helpdesk, mobile support app, support chat
• Call Center - Telephone answering service, helpdesk service, after-hours support, customer service
• Customer Service Departments - Helpdesk, order desk
• Technical Support Teams - Remote, traveling or customer in-house technical support staff
• Product recalls - Defective devices or vehicles (hardware), health risks for food or medications, bug fixes for devices or software
• In Retail: Customer Service Desk

Notes

Assist with Custom Solution (A3) processes may include application of the product at the customer, however true installation services are typically described using Supply Chain processes by a service version of the Make process. Similarly a call center may receive an inquiry about a product return (A1) and route the customer to the Supply Chain process for Returns (S4). Discuss Contract Custom Solution Customer Relationship Management System

Hierarchy

ID	Name	Level	x
SSO	Sales and Support Operations	0	SSO
A	Assist	1	A
A1	Assist with Inquiry	2	A1
A2	Assist with Claim	2	A2
A3	Assist with Custom Solution	2	A3
A4	Assist with Advisory	2	A4

Term(s)

ID	Name	Clear	x
CRM(S)	Customer Relationship Management System		CRM(S)

Workflow

From Input(s)	Process	Output(s) To
	A

Note: Common inputs and outputs are listed in alphabetical order. Other inputs and outputs may be required to support varying use cases.Assist Sales and Support Operations D00000 1 Sales, Support, Agent, Customer, Service, Assistance, Call Center, Warranty, Claim, Return, Self Service, Pro-active, Recall, Sales & Support Providing support to customers and potential customers. This includes pre- and post-sales support. Customer assistance is offered based on inquiries, issues and claims or pro-actively for recalls or product updates