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



General Description

The SBS Support Dashboard contains key indicators to measure the performance and the quality of support given to users of ticketing tools 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)


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



  • IS
  • CRM / BRM
  • Process Managers


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



Tabs

-- KPIs

Overview

Process View

IS View

Feedback

Advanced


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