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Process Owner

Christophe Pariset - IS Applications Support
Jordi Pujol - Processes Support
Dominique Clerbois - Feedback

IS Expert | D&PS Support

David Tonda - IS Applications
Stéphane Bourgeaud-Lignot - D&PS

General Description

The SBS Support Dashboard contains key indicators to measures the performance and the quality of support given to ticketing tools' users by the Processes and IS teams. It gives a consistent view of the tickets volumetry and of the efficiency of the solutions provided.
Freshdesk is also the main source for Solvay Feedback regarding SBS (complaints, praises and suggestions)

Disclamer

Please read our disclamer about data accuracy (for 2016 data or time-related KPIs), by following this link.

Target Users

  • IS
  • CRM / BRM
  • Process Managers

SBS Support dashboard access

To get an access to the SBS Support dashboard, please fill-in the access form.  
Tabs

-- KPIs

Overview

Process View

IS View

Feedback

  • Freshdesk Feedback
  • Complaints Focus

Advanced

  • My Report
General Dimensions
  • GBU
  • Zone (from the ticket - mapping based on the country)
  • Country (from the ticket)
  • Site (from the ticket)
  • Type (ticket type request)
Period of Analysis
  • Current year
  • Y-1

 

 

Not able to find the solution? Contact SBS Support.

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