Engage Knowledge Base Web View    SOP
Title Customer Care Vendor Management & Billing Protocol
Resolution
Vendor Management is part of Data-Tech's Customer Care Center Services
There is no expectation for Customer Care Representatives to know every technology, software or support procedures which our clients may use. However, as part of Vendor Management our objective is to act on behalf of our Client to gather information on the current issue and act as a liaison with the Vendor for the Client.  
 
To effectively provide this service our clients must be in a current and up to date service agreement with the vendor.  Without a current service agreement in place, Data-Tech is not able to provide Vendor Management Services.
 
Client must provide the minimal Required Information to Customer Care for Vendor Management. If the client does not have the Required Information, Customer Care must make an effort to escalate the information request to clients senior personnel and/or the clients Account Manager.
 
*Required Information
    1. Vendor Name:
    2. Type of Services Provided:
    3. Active Service Agreement Information: (Customer Care may request a copy of the agreement)
 
The Client is also requested to provide information about contacting the Vendor.  If the Customer does not have Vendor Contact Information, Customer Care should take the initiative and attempt to get the contact information via other means (Google).  Customer Care is to update the Service Ticket and notify the customer of the impact and potential delay of timely service due to this missing information.
 
Optional Information required to expedite Vendor Management Services
    1. Contact Name:
    2. Support Call Number:
    3. Support Email Address:
    4. Customer #:
 
After information gathering, diagnostic and contact with the Vendor, Customer Care must determine if the process to remediate the issue is within our capability or notify the client and escalation point of the limitations that prevent repairs.
 
Billing Note: Vendor Management is included in Data-Tech's Customer Care Services. Though the actual remediation may be a billable service.  I.e. Through Vendor Management Data-Tech will assist a client with an issue involving their Phone Services Vendor. However, since this is not a Service Provided by Data-Tech, if remediation or any attempt at remediation services are rendered, billing the Client for those services at the agreed upon hourly rate for that client is correct and expected.
 
Data-Tech's Customer Care will provide a detailed transcript of services rendered through ticketing.  
Vendor *
Web Link
Date Entered 8/1/2022
You Tube Link
Type Of Article SOP
Article ID 1228

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