The extended activities are already performed but will undergosignificant change and include:
- Customer services, first-line support: simple queries on
screens, chains, passwords, licences and so on.
- Customer services, second-line support: more complex queries
of an IT technical, e-conveyancing or registration basis.
- Training: training and accreditation of customers to use the
service.
New activities not currently performed in a local office and therefore need to be developed include:
- sales:
-
selling of e-conveyancing and all its features/benefits
- negotiating contracts/agreements.
- marketing:
-
marketing of e-conveyancing and all its features/benefits
- analysing customer needs
- launching new services
- establishing contracts/agreements.
-
account management:
-
managing the behaviours and activities of key accounts
or customer segments
- understanding customer needs, anticipating future needs
- managing the contracts and agreements (including
service level agreements)
licence renewal and withdrawal
- approval of penalties and bonuses.
-
finance support:
-
defining contract pricing models
- providing financial management support to local offices.
- IS support:
-
supporting sales and service from an IS perspective
- defining interface requirements
- advising customers in interface construction and/or option
selection
- defining and performing interface acceptance testing.
- customer compliance:
-
monitoring, analysing and auditing customer transactions
to ensure compliance to agreed standards
- highlighting trends and customers that do not adhere to
agreements.
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