AddisPay Customer Support Operating Procedure
AddisPay Compliant
Handling Operating
Procedure
AddisPay Customer Support Operating Procedure
Service Management
Service Management refers to a set of specialized organizational capabilities for providing
value to customers in the form of services. It involves planning, delivering, and improving
services to meet the needs of customers and ensure their satisfaction.
The effectiveness of our work performance is directly linked to the quality of the services that
support us. To enhance our company, we must prioritize better service management. To
effectively manage the services we deliver, we need to consider the following questions:
What to deliver
Why Best Practice
For whom
Here are the key aspects of service management:
Definition of Services: Understanding what constitutes a service, which is an intangible offering
that fulfills customer needs and provides value.
Service Lifecycle: Managing the entire lifecycle of a service, from its initial design and
development through delivery, support, and eventual retirement.
Processes and Practices: Implementing structured processes for various functions.
Service Management processes
1. Incident Management
The process of managing the lifecycle of incidents to restore normal service operation as quickly
as possible after an interruption or disruption. Its primary goal is to minimize the impact of
incidents on the business and ensure that service levels are maintained. Here are the key aspects
of incident management:
AddisPay Customer Support Operating Procedure
Logging: Ensure all incidents are logged with relevant details. Maintaining detailed records of
incidents, resolutions, and lessons learned is essential for continuous improvement and for future
reference.
Categorization: Classify incidents to streamline resolution based on their type, impact, and
urgency to prioritize response efforts
Prioritization: Assigning priority levels to incidents to determine the order in which they
should be addressed, based on their impact on business operations.
Communication: Keeping stakeholders informed throughout the incident lifecycle is crucial.
This includes notifying users of incident status and expected resolution times.
2. Problem Management
is a critical process that focuses on identifying, analyzing, and addressing the root causes of
incidents to prevent their recurrence. Its primary goal is to minimize the impact of incidents and
improve service quality over time. Here are the key aspects of problem management which
focuses on identifying and managing the root causes of incidents to prevent future
occurrences.
Guidelines: Use techniques like the 5 Whys or Fishbone Diagram.
1. Concept: This technique involves asking "why" five times or more to drill down to the
root cause of a problem.
2. Purpose: By repeatedly questioning the reasons behind a problem, you can uncover
deeper issues that might not be immediately apparent.
Process:
1. State the problem.
2. Ask why the problem occurs.
3. For each answer, ask "why" again.
4. Continue this process until you reach the fundamental cause.
3. Categories: Common categories include:
AddisPay Customer Support Operating Procedure
I
1. People
2. Process
3. Materials
4. Equipment
5. Environment
6. Management
People
Process
Material
Cause
Root
Management
Environment
Equipment
3. Change Management
Is a critical process within IT Service Management (ITSM) that focuses on controlling and
managing changes to IT services and systems in a structured and efficient manner. The primary
goal of change management is to minimize disruption and risk associated with changes, while
ensuring that necessary modifications are implemented smoothly. Here are the key aspects of
change management:
AddisPay Customer Support Operating Procedure
Guidelines:
Change Requests: Use a standardized form for submitting changes.
Impact Assessment: Evaluate the potential impact and risks of changes.
Approval: Changes are approved or rejected based on their assessment. High-risk changes
may require additional scrutiny and approval from senior management.
Planning: Detailed planning is conducted to outline how the change will be implemented,
including timelines, resources, and communication strategies.
Implementation: The change is executed according to the approved plan, ensuring that all
stakeholders are informed of the change process.
Review and Closure: After implementation, the change is reviewed to verify that it
achieved its intended outcomes without causing adverse effects. The change record is then
closed.
4. Service Level Management (SLM)
Service Level Management (SLM) is a key process that focuses on ensuring that services meet
agreed-upon performance standards and customer expectations. It involves the negotiation,
monitoring, and reporting of service levels to ensure that services are delivered effectively and
efficiently. Here are the main components of Service Level Management:
1. Service Level Agreements (SLAs) SLAs are formal agreements between the service
provider and the customer that specify the expected level of service, including performance
metrics, responsibilities, and consequences for not meeting those standards.
2. Service Level Objectives (SLOs) SLOs are specific, measurable goals within SLAs
that define the expected performance levels for various aspects of the service (e.g., uptime,
response times).
3. Monitoring and Reporting SLM involves continuously monitoring service performance
against SLAs and SLOs. Regular reporting helps how well services are delivered and identify
areas for improvement.
AddisPay Customer Support Operating Procedure
4. Review and Continuous Improvement SLM includes regular reviews of SLAs and
service performance to ensure they align with changing business needs and to identify
opportunities for improvement.
5. Customer Communication Maintaining clear communication with customers about
service performance, changes to SLAs, and ongoing improvements is essential for building trust
and satisfaction.
6. Collaboration with Other Processes SLM works closely with other ITSM processes,
such as Incident Management, Problem Management, and Change Management, to ensure that
service quality is maintained throughout the service lifecycle.
7. Risk Management Identifying and managing risks that could impact service delivery is an
important aspect of SLM, helping to mitigate potential issues before they affect customers.
⮚ Guidelines:
SLAs: Clearly define service expectations, including response and resolution times.
Monitoring: Regularly review performance against SLAs.
Reporting: Communicate performance metrics
By effectively managing service levels, organizations can enhance customer satisfaction,
improve service quality, and ensure that IT services align with business objectives.
5. Service Desk
Service Desk is a centralized point of contact within an organization that provides support and
assistance. It is a critical component of IT Service Management (ITSM) and serves several
important functions:
Key Functions of a Service Desk
1. Incident Management- The service desk is responsible for logging, categorizing,
prioritizing, and managing incidents (unplanned interruptions or disruptions to services) to
restore normal service operation as quickly as possible.
2. Service Request Management- It handles service requests from users, such as password
resets, software installations, and access requests, ensuring these requests are fulfilled efficiently.
3. Single Point of Contact (SPOC)- The service desk acts as a single point of contact for
users to report problems, request services, and seek help, simplifying communication with IT
support.
AddisPay Customer Support Operating Procedure
4. Communication- The service desk keeps users informed about the status of incidents and
service requests, providing updates on resolutions and service disruptions.
5. Knowledge Management- It maintains a knowledge base containing solutions to
common problems, FAQs, and documentation to facilitate quicker issue resolution and empower
users to find answers independently.
6. Multi-Channel Support- Support is provided through various channels, including phone,
email, chat, and self-service portals, allowing users to choose their preferred method of
communication.
7. Performance Monitoring- The service desk tracks performance metrics, such as
response times and customer satisfaction, to assess and improve service quality.
8. Collaboration with IT Teams- It collaborates with other IT teams, such as technical
support and engineering, to escalate and resolve complex issues.
Benefits of a Service Desk
⮚ Improved User Satisfaction By providing prompt and effective support, service desks
enhance user satisfaction and productivity.
⮚ Efficiency Centralizing support functions streamlines processes and reduces duplication of
efforts.
⮚ Data Collection Service desks gather data on incidents and requests, providing valuable
insights for continuous improvement.
6. Continual Service Improvement (CSI)
Continual Service Improvement (CSI) is a key process that focuses on the ongoing
enhancement of services, processes, and overall performance. The goal of CSI is to improve
service quality, increase efficiency, and ensure that IT services align with changing business
needs. Here are the main aspects of Continual Service Improvement:
Key Components of CSI
AddisPay Customer Support Operating Procedure
1. Ongoing Evaluation- Regularly assessing the performance of services and processes
to identify areas for improvement. This involves analyzing metrics, feedback, and
performance data.
2. Data-Driven Decision Making - Using quantitative and qualitative data to inform
improvement initiatives. This includes tracking Key Performance Indicators (KPIs) and
Service Level Agreements (SLAs).
3. Customer Focus- Prioritizing customer needs and experiences in improvement efforts.
Gathering feedback from users helps ensure that services meet their expectations.
4. Improvement Initiatives- Developing and implementing action plans to address
identified areas for improvement. This may involve process changes, new technologies, or
enhanced training.
5. Feedback Loops- Establishing mechanisms for continuous feedback, allowing
organizations to adapt and refine their services and processes over time.
6. Best Practices and Frameworks- Utilizing established frameworks (like ITIL) and
best practices to guide improvement efforts and ensure alignment with industry standards.
7. Culture of Improvement- Fostering a culture that encourages proactive contributions
from all employees. Promoting open communication and collaboration is essential for
effective improvement.
8. Review and Reporting- Regularly reviewing progress on improvement initiatives and
reporting results to stakeholders, ensuring transparency and accountability.
Benefits of CSI
⮚ Enhanced Service Quality Continuous improvements lead to higher-quality services that
better meet customer needs.
⮚ Increased Efficiency Streamlining processes and eliminating inefficiencies can reduce costs
and improve service delivery times.
⮚ Alignment with Business Goals Ensuring that IT services evolve in line with business
objectives helps organizations remain competitive and responsive.
AddisPay Customer Support Operating Procedure
⮚ Guidelines:
CSI Register: Maintain a register of improvement opportunities.
Metrics and KPIs: Define key performance indicators to measure success.
Feedback Mechanism: Encourage user feedback to identify areas for improvement.
2. Implementation Steps
Implementation Steps refer to the systematic actions and stages involved in executing a plan,
project, or process to achieve specific goals or outcomes. These steps provide a structured
approach to ensure that initiatives are carried out effectively and efficiently. Here are the key
components typically involved in implementation steps:
Key Implementation Steps
1. Define Objectives- Clearly articulate the goals and outcomes the implementation aims to
achieve. This sets the direction for the entire process.
2. Planning- Develop a detailed implementation plan that outlines the scope, timeline,
resources, and milestones necessary for successful execution. This may also include risk
assessments and mitigation strategies.
3. Resource Allocation- Identify and allocate the necessary resources, including personnel,
budget, technology, and materials required for the implementation.
4. Stakeholder Engagement- Involve relevant stakeholders throughout the process to
gather input, ensure buy-in, and maintain communication. This fosters collaboration and supports
successful outcomes.
5. Execution- Carry out the planned activities according to the established timeline. This
involves coordinating tasks, managing teams, and ensuring adherence to the plan.
6. Monitoring and Evaluation- Continuously monitor progress against objectives and
timelines. Evaluate the effectiveness of the implementation through metrics and feedback to
ensure alignment with goals.
7. Adjustments- Be prepared to make adjustments based on monitoring results or unexpected
challenges. Flexibility is crucial for addressing issues that arise during implementation.
AddisPay Customer Support Operating Procedure
8. Documentation- Maintain thorough documentation of processes, decisions, and changes
made during the implementation. This aids in transparency and provides a reference for future
initiatives.
9. Training and Support- Provide necessary training and support to users or stakeholders to
ensure they understand and can effectively use the new systems or processes.
10. Review and Close- Conduct a final review to assess the overall success of the
implementation. Gather feedback and document lessons learned for future improvements.
Service Value System
The Service Value System (SVS) is a framework that describes how all the components and
activities of an organization work together to facilitate value creation through IT services. The
SVS provides a holistic view of how to manage services effectively and deliver value to
customers and stakeholders. Here are the key components of the Service Value System:
1. Guiding Principles These are recommendations that guide an organization’s actions and
decisions. They promote a shared understanding and help ensure alignment with the
organization's goals.
2. Governance ensures that the organization's activities are aligned with its strategic
objectives. It involves policies, regulations, and controls that guide decision-making and
accountability.
3. Service Value Chain The service value chain is a model that outlines the key activities
required to create value through services. It includes activities such as planning, engaging,
designing, transitioning, delivering, and improving services.
4. Practices are sets of organizational resources designed to perform work or achieve
objectives. ITIL 4 outlines various practices (e.g., Incident Management, Change Management)
that support the service value chain and contribute to value creation.
5. Continual Improvement This is an ongoing effort to enhance services, processes, and
practices over time. It focuses on identifying opportunities for improvement and implementing
changes to increase efficiency and effectiveness.
AddisPay Customer Support Operating Procedure
6. Stakeholders The SVS recognizes the importance of various stakeholders, including
customers, users, service providers, and partners. Understanding their needs and expectations is
crucial for delivering value.
By integrating these components, the Service Value System provides a comprehensive approach
to managing services, ensuring that all activities are aligned with the organization's objectives
and focused on delivering value to stakeholders.
AddisPay Daily Functionality Track sheet
This track sheet provides access to the daily tracking sheet for AddisPay's product and service
functionality.
Microsoft Excel
Worksheet
Social Media
Facebook-https://lnkd.in/eN5Vi3ZV
LinkedIn-https://lnkd.in/eq5xJjVb
Twitter-https://lnkd.in/e98P6MMf
Instagram-https://lnkd.in/eUYGV4GZ
https://t.me/addispaysc
https://www.youtube.com/@addispay-m
⮚ Inquiries generated from social media are handled by contacting the customer directly or
advising them to reach out to us at [email protected]. and the complaint is logged in
the help desk and ticketed.
AddisPay Social Media Inquiries Tracking Sheet
Microsoft Excel
Worksheet
AddisPay Customer Support Operating Procedure
AddisPay’s Support System
Inquiries originating from the web are managed through [email protected] and the complaint
is logged in the Help Desk.
Department Roles and Responsibilities
Customer
Merchant or End User
Channel
Communication
Channel
Phone Email Social Media
FB, LinkedIn, Instagram,
short code (8710)
[email protected] website, live chat
AddisPay Customer Support Operating Procedure
KYC
Full Name, Phone
Number
Business License
Isuue
Detail Log on help desk
Technical or
General Dispute
Integration
Emebet Genetu Tilahun
Product
Eyerusalem
Security & incident
Managment
Nati
IT service and Finance &
Markating
Security Settlment
Baye Zekarias Mekdes & Genetu
AddisPay Customer Support Operating Procedure
Help Desk & Report Template
All customer inquiries received through phone or social media should be logged as tickets in the
following manner
https://helpdesk.addispay.et/#ticket/create/id/74493
Password- admin@AddisPay123
AddisPay Customer Support Report Template
Microsoft Excel
Worksheet
KPI and Metrics
First Response Time (FRT)
Definition: Average time taken to respond to a customer inquiry.
Purpose: Indicates responsiveness and efficiency.
Average Resolution Time (ART)
Definition: Average time taken to resolve customer issues.
Purpose: Measures effectiveness in solving problems.
Customer Satisfaction Score (CSAT)
Definition: Percentage of customers who rate their satisfaction with support interactions
positively.
Purpose: Gauges customer experience and satisfaction.
Net Promoter Score (NPS)
Definition: Measures customer loyalty by asking how likely they are to recommend the service.
AddisPay Customer Support Operating Procedure
Purpose: Assesses overall customer sentiment.
First Contact Resolution Rate (FCR)
Definition: Percentage of issues resolved on the first contact with the customer.
Purpose: Indicates efficiency and effectiveness of support.
Ticket Volume
Definition: Total number of support tickets logged within a specific period.
Purpose: Helps in resource planning and understanding demand.
Escalation Rate
Definition: Percentage of tickets that require escalation to higher support levels.
Purpose: Identifies complexity of issues and potential training needs.
Metrics
Customer Effort Score (CES)
Definition: Measures how easy it was for customers to resolve their issues.
Purpose: Indicates the simplicity of the support process.
Follow-Up Rate
Definition: Percentage of cases that require follow-up communication.
Purpose: Highlights ongoing customer engagement needs.
Backlog of Tickets
Definition: Number of unresolved tickets at any given time.
Purpose: Indicates workload and potential service delays
Service Level Agreement (SLA) Compliance
Definition: Percentage of tickets resolved within agreed timelines.
Purpose: Measures adherence to service commitments.
AddisPay Customer Support Operating Procedure
Agent Utilization Rate
Definition: Percentage of time agents spend actively assisting customers versus total available
time.
Purpose: Evaluates efficiency in resource use.
Quality Assurance Scores
Definition: Evaluates the quality of interactions based on predefined criteria.
Purpose: Ensures high standards in customer support.
