To improve the efficiency and accuracy of case resolutions, I propose that all departments adopt a standardized template when submitting cases to advanced support.

Why is this necessary?
Currently, support teams are frequently receiving cases with vague or incomplete descriptions that are coming from our internal departments. This often results in back-and-forth communication to clarify details, causing unnecessary delays in issue resolution. A standardize submission template would ensure that all critical information is captured by our internal partners from the start, enabling support teams to diagnose and address issues more quickly and effectively.

Benefits:

Faster Resolutions: Support teams will have the necessary context and details upfront, reducing time spent gathering missing information

Improved First Response Accuracy and Case lifetime Accuracy: With key details provided consistently, the risk of misunderstandings or misinterpretations will decrease, leading to more accurate solutions.

Reduced Frustration: A more streamlined process means less frustration for both our support teams, and our internal departments who are submitting cases, as issue can be resolved faster with fewer follow ups.