Use Cases

Use cases that adapt to your business needs

Flexibility to support any use case

The TSANet Connect Platform is designed to allow Members to support any Partner use case. The features below provide the functionlity to quickly setup any type of Partner collaboration.

Partner Groups

• Groups are a collectioon of 2 or more Partners. The group defines the high level process requirements such as SLA response times and requirements for joining the group. An efficient onboarding process simplifies adding Partners.

Process Forms

• Process forms define the data neede to intake a request into your support process. More than one process form can exist allowing Members to define specific reuquirements for each Partner Group

Departments

• Departments link Partner Groups and Process Forms. This allows a Member to view the separate available processes in the search.

Collaborative Support

Available to all TSANet Members

Collaborative Support is used when Members collaborate on common customer issues based on dual entitlement. Both Vendors support the Customer, and collaboration happens when a single Vendor cannot solve the problem.

Example 1: A customer has a problem with your product in a multi-vendor environment. The problem started after the customer updated the software for Member B’s product. Member B's support needs to help understand what changes were made and whether that is causing the problem

Example 2: A customer is having problems installing your product in a multi vendor environment. It appears to be an issue with Member B’s software. The problem is not clear, and help is needed from Member B to isolate it.

Solution Support

Available for Premium and Elite TSANet Members

Solution Support Overview

Solution Support provides support for Solutions that contain multiple vendor products. Joint Solutions are marketed and sold to the customer as a complete package with support. For Solution Support the end customer maintains a relationship with both Vendors. The Solution support model is flexible and can support any of the following.

1. Warm Transfer from Vendor A to Vendor B (Example RMA this hardware)

2. Joint Troubleshooting (Example Compatibility issues)

3. Critical Escalation (for high business impact issues)

The Steps to enable Solution Support are below:

Contact TSANet for the steps below

1. TSANet will Create a group with the Vendor(s). Set details such as SLA response times

2. TSANet will Create a process form to support any data needed to support the product support request

3. The process supports streamlined entitlement between Vendors

4. This process is then mapped to a department, providing a path to the Group and Process

OEM Support & Service Provider Model

Available for Elite TSANet Members

TSANet Connect can Support an OEM relationship where Vendor A is responsible for Customer Support and escalates Product Issues to Vendor B. In this model Vendor A takes full responsibility for Customer Support and escalation of product issues are sent to Vendor B. In this model the process form does not need to include customer entitlement information. The interface between organization can be with Support or Engineering:

1. Vendor A (Support) --> Vendor B (3rd Level Support)

2. Vendor A (Support) --> Vendor B (Engineering)

3. Service Partner Model (Service Partner takes first line support and escalates to Vendor as needed)

The Steps to enable OEM & Service Provider Support are below:

Contact TSANet for the steps below

1. TSANet will Create a group with the Vendor(s). Set details such as SLA response

2. TSANet will Create a process form to support any data needed to support the product support request

3. This process is then mapped to a department providing a path to the process-group

Critical Escalation

Available for Premium and Elite TSANet Members

It provides members a direct path to members’ peers where traditional escalation processes do not support a critical customer situation. This process follows the standard collaboration request process found within the TSANet Connect system. Select users for the Member company have access to create a Critical Escalation collaboration request and Members have the flexibility to configure inbound requests to flow into their existing critical escalations workflow.

Internal Process Best Practices

Members with products and services that are part of their customers critical business processes have implemented a “Critical” escalation process to address the most urgent customer issues. Below are best practices that are found within our Members’ internal Critical Escalations process.

• Have a standard escalation process that works well and is visible to customers

• Have a designated team that works “Critical” Escalations that is available 7*24*365

• Have a clear process to designate a “Critical” escalation that is based on their customers’ “Business Impact”

• Is a Company level process with authority to assign resources from any team

• Has executive support – “This team is the right hand of our CEO”

• Has the ability to collaborate with other Vendors (TSANet Critical Escalations Collaboration)

Before onboarding to the TSANet Critical Escalations Collaboration, a Member must have a working internal Critical Escalations process.

TSANet Connect User Experience

Designated users are able to see the “Critical Escalations” option for a Member

The user completes the form. Process completes the connection for collaboration

TSANet Collaboration Setup

Working with TSANet Staff, your company will be onboarded to this special group by setting up outbound access to your team and creating an inbound process.

Set access levels to Critical Escalation Team Members:

As an administrator, you can go under the admin menu and select the Critical Escalation group to manage access. See screen shots below:

Search and add users. Or remove users from the group

Configure Inbound Process:

The inbound process has the same configuration and capabilities of your primary inbound process. This process must be designed to route the collaboration request immediately to your Critical Escalations team. For information on setting up inbound processes see:

Inbound Process Best Practices

TSANet Collaboration Best Practices

The following best practices must be followed by Members participating in this group:

1. Manage access so that only members of your Critical Escalations team have access to make a collaboration request

2. Ensure that you collect the Business Impact from the customer and the Existing case# that they have open with the vendor you need to collaborate with

3. Design your inbound process to work 7*24*365 with a 2-hour SLA

For questions on this feature Contact Us