Claim Form
Ticket data
In this field there are the entire fields which allow you to realize the registration of the claim.
ID: This field will be generated automatically and it will correspond with an unique claim.
Topic: It allows you to assign a name or to describe briefly a claim.
Description: It allows you to specify on which the claim consists.
Registration date: It is the date when the claim of the client is received.
Type: These options don’t exist by default and the solution only allows you to select Claim.
Status: It defines the situation of the claim during its management. It provides the following options:
Registered: This status is established when we proceed to the registration of the claim.
Under investigation: Once registered the claim, the change of the status corresponds to the management and treatment of the claim.
Informed: It determines the moment when the staff has been informed about the claim.
Closed: It establishes the resolution of the claim.
Customer/Origin: It allows you to register on where the claim proceeds.
Contact: It defines the person or the client which affects the claim.
Email: This field indicates the e-mail of the person which presents the claim.
Alert Changes: It allows you to send automatically an e-mail; this mail will contain any modification of the status of the claim. In this way, the client will know at any moment how the resolution of the claim has been carried out.
NOTE: In case an Emailing group has been created in the section 'Start up/Business Relations', GlobalSUITE allows you to send alerts to a specific group. For this task you have to select the company you want (it must be created in the section 'Start up/Business Relations') and determine if you wish to advice a contact or a group. In case you select the Group, the software offers the possibility for sending to the group that you want to notify the changes in the ticket.
Coordinator of the Registration: It’s the person who will handle the claim.
Services: You can select the services which will be affected by the claim.
NOTE: All those fields identified with an asterisk (*), it will correspond with the data which appear in the Customer Portal (In case it has been opened by this media).
Employees & Evidences
Once you’re inside the definition of the claims, you may identify:
Employees: It’s possible to select those employees which must coordinate the treatment of the claim defined.
Evidences: Any evidence which could have obtained in the investigation of the claim you may indicate it here. In the same way, you can attach any type of document or image.
In the previous images you can visualize the registration of any claim.
Assessment Data
Once realized the registration, the status may change and you can proceed to evaluate or investigate. For this task you have the following fields in the section ‘Evaluation Data’.
Assessment Supervisor: It’s the supervisor to evaluate the claim.
Impact: This is the impact which could suppose if the resolution of the claim is not carried out.
Urgency: This is the urgency on which the claim should be treated.
Priority: This value is obtained by the average among the values obtained in the impact and urgency.
The result of the evaluation will indicate the agreement reached with the customer.
Escalate: It allows you to reflect the escalated that will be needed among the different levels and it has been defined in the section – Settings of GlobalSUITE.
The next image shows all the date of the claim in GlobalSUITE which was treated in the practical case.
Finally, there is a section for registering the follows-ups relating to the claim and to leave evidence of all the measures which have been carried out for the resolution of the claim.
Risks
It offers the possibility to visualize the items affected by the event or values previously defined in the risk analysis. The tasks, which can be done in this section, are:
Items: It allows you to select the item or items affected by the event.
Analysis: It allows you to select the analysis or several analysis where is valuated the specfic item.
NOTE: An item can be valuated in different risks analysis and with different valuations. Hence there is the need for indicating the risks analysis which we want to load.
Add item: Once selected the item, you can insert it in the table.
Remove Item: It allows you to remove one or several items of the tablew. For this reason you have to select the row or rows yoyu want and click on the button 'Remove item'.
Once selected the row of the desired item, the table, which is located at the bottom, allows the user to visualize or modify the values defined in the section 'Analysis/Risk Analysis'. GlobalSUITE stands out in red those valuations which have been modified.
NOTE: The platform allows you to simulate how the incident affects to the assest valuated in the section 'Risk Management/Projection & Simulation'
The actions, which can be done in the table,are:
Restore Threats: It allows you to restore the initial values of the table according to the Risks Analysis.
Follows up
On the other hand it's possible to identify a section called 'Closure Data', the purpose is to specify the communication process of the outcome of claim to the client.
Closure Date
This option allows you to do a record of how we have proceeded with the customer which has generated the claim.
Answer: It allows you to determine the message that has been sent to the client (which has generated the claim).
Communication: It allows you to establish the way you have communicated with the customer.
In the dropdown there are the following options of GlobalSUITE for communicating the information:
Phone 2. E-mail. 3. Letter. 4. In person.
Closing Date: It allows you to determine when the communication with the customer has been realized.