Assignment Case - Ticketing System: Submitted By: Sushobhan Saha

Assignment Case - Ticketing System Submitted by: Sushobhan Saha

Copyright © 2018, Tracxn Technologies Private Limited. All rights reserved.

Case - Ticketing System Problem Statement You are the Head of the Customer Support department for a B2B company providing research services. Your team acts as the primary point of contact for all the customer queries and is responsible for resolving them. Each customer query is treated as a ticket and the system to resolve these tickets is being referred to as ticketing system. You are required to design this ticketing system. Key Pointers ●

All queries are received at a common support id and customers are expected to send their queries from their registered email ids only.

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Here are a few example queries for your reference: ○ Please provide me the list of top 5 investors in E-Commerce Sector in India and list of top companies they have invested in. ○ I am not able to download the report on Blockchain Sector from your platform. Could you please help me with that? ○ My account status is showing as inactive even though we have processed the payment. Can you please help?

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Depending on query, it can either be resolved by the customer support department itself or can be raised to any other relevant department.

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Org structure of the Customer Support team is as follows - There are Executives, who report to Managers, who in turn report to an AVP.

Copyright © 2018, Tracxn Technologies Private Limited. All rights reserved.

Deliverables A: Case Study 1.

Please design the Blueprint (i.e. top-level block diagram) of this ticketing system.

2.

How can we distribute the tickets received among the Executives for resolution? What are the different options and what is your recommendation?

3.

An Executive had received a query with incomplete information and had replied to the customer seeking the missing information. However, the customer is not replying on email or any other medium. What should the Executive do? What are the different options and what is your recommendation?

4.

Please suggest top MIS reports that you would monitor to ensure that the designed ticketing system is working properly.

B. General 5.

Why are you looking for a job change? How does this role at Tracxn fit in?

6.

What do you think are the pros and cons of joining a startup?

Copyright © 2018, Tracxn Technologies Private Limited. All rights reserved.

Guidelines ●

Please note that you can submit your deliverable in any format of your choice ○ The format can be any of - Google Slides, Google Doc, PDF Document, MS Word, MS Powerpoint, etc ○ Also, if you want to submit Blueprint diagram in a separate document (or format) from the rest of the questions, please feel free to do that.

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You will be primarily evaluated on the following Parameters ○ How detailed is the Blueprint ○ Have all corner cases been covered ○ Quality of decisions and supporting arguments ○ How well presented and easy to understand are the solutions

Copyright © 2018, Tracxn Technologies Private Limited. All rights reserved.

1. Please design the Blueprint (i.e. top-level block diagram) of this ticketing system.

2. How can we distribute the tickets received among the Executives for resolution? What are the different options and what is your recommendation? Solution 1: To distribute tickets on basis job category • Tickets can be categorized on basis of key words and be assigned to different executives based on their expertise • The process will help improve upon the TAT and quality of services provided Solution 2: To distribute tickets on basis of nature of query • Exisiting / repititive/ old queries to be assigned to ametuer executives. New queries to be assigned to experienced personnel • This will fastrack the resolution TAT and ensure new critical queries are handled by able executives within stipulated time period Solution 3: To distribute the tickets on basis of a combination of job category and nature of the query • To identify nature of the query (Repititive / Urgency) from the key words and prioritize those across the departments (as shown in flow chart) i.e. (Knowledge team, IT Support, Customer Support) • Having identified complexity of the query, personnel equipped with specific skillset can complete the task within optimum TAT

Final recommendation: Solution 3 • The approach I.e. Solution 3 helps differentiate the queries taking the following into the considerationn and ensures that most critical issues are resolved within the TAT, communicated to the customers 1. Nature of the query 2. Urgency 3. Expertise

3. An Executive had received a query with incomplete information and had replied to the customer seeking the missing information. However, the customer is not replying on email or any other medium. What should the Executive do? What are the different options and what is your recommendation?

Solution 1: To close the exisiting ticket and request customer to raise a new query with complete information • Since there's no reply from the end of customer, it's advisable that the exisiting ticket is closed and a formal communication to be made requesting to raise a new query with complete information Solution 2: To close the existing ticket and help the customer with handful of suggested queries from database • Exisiting ticket to be closed • Review the customer's query and try to match the same with old queries addressed in the past and suggest the same to the customer, if there's any • In case of an appropriate match, request customer to raise a fresh query against a new ticket Final recommendation: Solution 2 • The approach not only resonates customer obsession but also keeps a check on Ticket closure % - one of the most important performance metrics of the firm. • Anticipating customer queries beforehand and help them obtain the resoltuion - further adds value to the organization in terms of NPS and customer retention.

4. Please suggest top MIS reports that you would monitor to ensure that the designed ticketing system is working properly. Macro level:

Date

Ticket Generated

Ticket Open

Ticket Closed

Ticket Closed within TAT

TAT Adherence%

Micro Level:

Date & time

Client Domain

Client Email ID

Ticket No.

TAT

Ticket Assigned to

Designation

Department

Ticket Status (Open / Closed)

Ticket resolved at

Feedback

Remarks

Why are you looking for a job change? How does this role at Tracxn fit in? I joined OYO in November 2018 as an Operations Manager for all the Expansion cities. My job responsibilities included expanding the operations of OYO HOME vertical across the country, performing cost-benefit analysis of projected ventures, product analysis functions, process set up and business plan whilst keeping a close check on business deliverables as per AOP. I launched OYO HOME at Bhubaneshwar, Bangalore, Pune and Kolkata and simultaneously looked after the P&L of 7 expansion cities. Shortly after the commissioning in the first role, I was recognized by the organization and promoted to become Head of Operations for East and North East Region, OYO HOME. Having completed one and half years in OYO, I can ascertain that my journey in OYO till date, has been significant and quite important. Learning was enourmous and the experience gained not only let me grow professionally but also tested my mettle at every turn of the journey. It would also not be an exaggeration to state that I and my team had always performed to the best of our abilities, no matter what obstacles were thrown our way. As I look beyond, I presume that the room for anymore personal growth in near future is restricted at this stage of career and I must keep thriving for every single opportunity that may help build resilience and grow as a professional. I have gone through the job description, meticulously drwan in the attachement and found the role to be exiciting. What excites more is that it's not a function specific role but is a generalist role. Over a period of 58+ months of career progression, I can describe myself as a performer with least supervision, have ownership skills, willing to take up any challenge and design sustainable solutions for real life problems. An experienced professional with adept knowledge in expansion, strategy, operations and have an experience of scaling organizations from 1 to 100 and processes from 0 to 1. I also do have an experience of managing a team of 350 members and coach them to achieve the desired results. I believe the knowledge and skills built up during this time make me a perfect fit for the role of AVP - Business Strategy and Operations.

What do you think are the pros and cons of joining a startup? Since I am currently associated with one of the leading startups in India, making an attempt to list the pros and cons of joining a startup from my personal humes and experience Pros • Dynamic work environment and open mindedness among the employees. • Freedom to execute ideas in favour of the organizational goals and vision. • Impact of change management is rapid and the value addition can easily be quantified. • The exposure for learning is significant. Offers you the opportunity of mastering new job skills, failing at them for a while and finally being able to perform the same well. • From my own experience, there have been cases where we have failed to execute certain programs on the ground but we walked away with a unique experience which helped us analyze the reasons of failure, improve and further control the replication at other places. • Offers an opportunity to work across multiple functions. Cons • Insecurity. Over the time we have observed multiple startups to adopt course correction exercises and that further led to job losses of the employees. Example: Flipkart in 2016, OYO in 2020. • Frugality is often replaced by inadequacy of resources at the workplace as the cash flow is tight.