The IBM Support Easy OnBoarding (ISEO) tool is in beta. Access the tool here. IBM Support users are now accessing the application to sign up for five support Client Self - Assist (CSA) tools. Two of the tools mentioned in this article include: Service Request (SR) and Passport Advantage (PA). I would like to show you how the ISEO tool can help you with SR and PA.
ISEO Appl helps Support users sign up for SR and PA. During the SR registration process, an IBM Customer number (ICN) is needed. Or, when a user accesses PA registration, a Site Number is needed. Often our users do not know these numbers. Or, there may be other issues why registration is prevented. One of the benefits of using ISEO is that the user can fill out a form with their company information and submit the information directly to the Client Care team for assistance. This team makes every effort to turn around the request within 24 hours. Note: A future enhancement will include a chat feature where there is a minimal wait time to get the assistance needed to register for these services.
When using the ISEO tool, the user has two button choices on the SR step (the one below is for the SR step, a similar screen is used for the Site number on the PA step):
The user fills out and submits a form of information as shown:
Once the user presses the Submit button, the request is sent directly to email@example.com. A Client Care agent will respond with assistance to help facilitate the registration process.
Another feature that will be added to the SR step is a query that will look up the top ten ICNs for that customer. If the user finds the correct ICN, the "I know my ICN" button can be used to proceed to the SR registration page. If not, the "I don't know my ICN" button can be used to forward information to the Client Care team for assistance.
The ISEO Mobile application is currently under development and will have a more streamlined look and feel. This should be available to our users in April 2016. Here are a few screens from that application:
We are receiving positive feedback on ISEO usage and its educational nature (videos, quiz, links to helpful information). ISEO feedback indicates that the signup process is easier for new IBM Support users. Existing users can benefit by using the application as well.
Try out our IBM Support Easy OnBoarding (ISEO) tool and keep your feedback coming to: firstname.lastname@example.org ! We listen to your comments and utilize them to develop a more streamlined, helpful tool.