Analyzing Performance Think Different Materi ERP openerp book v6

115 • send copies of the case discussion to specified email addresses, • send a predefined email. Note: Example 1 Improvement in the quality of support For example, on the graph that analyses the performance of team support in Figure 4-6 you can see that the Demo User takes an average time of 3 days and 4 hours to close a customer support request. This is too long. After analyzing the data in depth, you can see that most cases were closed in less than two days, but some may take more than ten days. If you think that the quality of service should be improved you can automate certain actions. You could send copies of the discussion to a technical expert if the case remains open for longer than two days, defined by the following rule: – Rule Name : Copy to an expert after 2 days, – Case state from : Open, – Case state to : Open, – Responsible : Demo User, – Trigger Date : Creation date, – Delay after trigger date : 2 days, – Add watchers cc : expertmycompany.com , – Remind responsible : Yes. After the rule has been defined, the expert will receive a copy of the whole discussion between the Demo User and the customer for every case that remains unclosed after two days. He will be able to interact with the discussion to avoid lengthy delays on complex problems. Some companies use several support levels. The first level is handled by the least qualified support people and the higher levels by users who have the advantage of more experience. A user on level 1 can escalate the case to a higher level when necessary. To systematically train employees at level 1 you can create the following rule: when the case has been escalated they will continue to be copied on the progress of the case. If a user at support level 1 can not handle a request he can escalate it to level 2. Then when an expert at level 2 answers the customer’s request, the level 1 support person also receives the answer to the problem that he could not originally handle. So your team can be educated automatically from listening in to the passage of live support calls. Suppose that you supply two types of support contract to your customers: Gold and Normal. You can then create a rule which raises the priority of a case automatically if the partner is in the Gold Support Contract category. Define the case this way: – Rule Name : Priority to Gold Partners, – Case state from : , – Case state to : Open, – Partner Category : Support Contract Gold, – Set priority to : High. Improved client relations can flow from using such rules intelligently. With the statistical control system you can manage certain SLAs Service Level Agreements with your customers without a great deal of effort on your part. So you can be selective in replying to those of your partners based on the specific quality of service that you are contracted to supply. 116 Note: Example 2 Tracking supplier quality Remember that an Open ERP partner can be a supplier as much as a customer. You can use the same mechanism for the management of supplier quality as you do for customer support. If any of your staff detect a quality problem with a product from a supplier they should create a new case in the Quality section. If the email gateway is installed all you need to do is copy an email to a specified address for example complaintsmycompany.com while sending your email of complaint to the supplier. The case is auto- matically created in Open ERP and the supplier’s email response will close the case and be placed automatically in the case history. In this case the user can add corrective or preventative actions to conform to ISO 9001, without having to enter every action into OpenERP – most of the information comes just from the emails. The system’s statistics provide analyses about the number and the cost of quality problems from different suppliers. If certain suppliers do not offer the service quality that you expect you can automatically create rules that: – send a reminder to the supplier after a few days if the case still remains open – remind the production manager to call the supplier and resolve the situation if the case has not been closed within a week – select and qualify your suppliers on the basis of their quality of service

10.6 Using the e-mail gateway

To automate the creation of current cases you can install the e-mail gateway. The e-mail gateway enables you to use OpenERP’s CRM without necessarily using the OpenERP interface. Users can create up-to-date cases just by sending and receiving emails. This system works with the major current email clients such as Microsoft Outlook, Thunderbird and Evolution. Figure 10.7: Schematic showing the use of the e-mail gateway

10.6.1 Installation and Configuration

To use the e-mail gateway you must install the Fetchmail module. You might need a system administrator to carry out this work. Install the Fetchmail module from the Configuration Wizard CRM Configuration Wizard, Synchronization, Fetch Emails, or install it from the modules list. Step 1 Go to Tools → Configuration → Email Template → Email Accounts to define the e-mail smtp settings. In the Description field, type the visible name you would like to use for the account. In Server, type the mail server, i.e. smtp.googlemail.com. Type the SMTP port e.g. 587, configure the other settings according to the specifications of your server.