Usual Vital Processes within Customer Sales & Support
- Order Processing & Fulfillment
- Critical Customer Communication
- Contract & SLA Management
- Billing & Payment Collection
- Customer Support & Incident Resolution
- Crisis & Escalation Management
- Loyalty & Retention Programs
One successful Vital Process:
Customer Support & Incident Resolution
When a major IT outage or crisis occurs, customers expect rapid communication and resolution. Any delay in handling incidents can result in dissatisfaction, churn, and reputational damage.
A leading financial services company leveraged Astran’s AlwaysReady® platform to keep customer support operational, ensuring incident resolution continued even during a major system disruption.
Key steps in the process
1
Incident Intake & Categorization
Logging customer issues and prioritizing urgent cases.
2
Customer Communication & Updates
Keeping customers informed through automated messaging and escalation pathways.
3
Knowledge Base & Workaround Activation
Providing frontline agents with alternative solutions when primary systems are down.
4
Escalation & Technical Resolution
Ensuring internal teams receive critical issues for fast resolution.
5
Customer Follow-Up & Case Closure
Verifying issue resolution and tracking service quality.
6
Audit & Performance Review
Maintaining a full record of incidents and response effectiveness for compliance and continuous improvement.
