Support for unfamiliar situations
BeforeThe person has to leave the work to find its instructions or help.
With SkillSmithOpen the selected resources with the task, and keep a question attached when help is needed.
Resolve a customer issue and close the loop
Give the next responder the customer's issue in context
Capture the customer, what happened, order or job, photos and immediate action in one issue record before assigning the response.
Log the issue Resolve and record Close the loop with the customer
Roles, playbooks and a practical launch plan for your team.
Share an observation through a published form
Pay only when you see results
Agree the outcome for your first workflow with our team.
Trusted by leading organizations
“SkillSmith has always been very professional and responsive throughout the entire process and an absolute pleasure to work with.”
Paul HildebrandDirector of HSE/DOT, Jones Power
Resolve a customer issue and close the loop
Which customer context, issue and requested response belong in the case?
The person raising the issue works from issue. The record makes customer and what happened clear to the next person.
WORKED DECISION
Clarify the problem and contact context
| Decision point | Information to use | Responsible next step |
|---|---|---|
| Working material | Issue | Open the selected material for this occurrence. |
| Recorded response | customer, what happened and order or job | Save the response with its work context. |
| Review point | photos and immediate action | Agree the next action with the person responsible for this decision. |
Connected work across your team
Resolve a customer issue and close the loop
Bring issue into the prepared work. Person raising the issue, Assigned team member and Team lead each receive the context needed for their part.
Person raising the issue
Log the issue
Record customer, what happened, order or job, photos and immediate action.
- customer
- what happened
- order or job
- photos
- immediate action
Assigned team member
Resolve and record
Record resolution, goodwill within policy and time.
- resolution
- goodwill within policy
- time
Team lead
Close the loop with the customer
Record customer informed, satisfied / escalated and nonconformance raised?.
- customer informed
- satisfied / escalated
- nonconformance raised?
The difference in your team’s day
Traceable decisions and changes
BeforeThe current status hides which response or version came before it.
With SkillSmithKeep customer, what happened and order or job with the work, with recorded history available for later review.
Connected information and agent support
The materials that make this method usable
Keep the relevant material available at the point it is used. The resource choices below support different parts of the work.
Your work context
Issue
The customer issue form.
Guidance
Service recovery guide and goodwill limits.
We bring the relevant
context into your work
ResourcesPlaybooks
My Tasks
Your next task, ready to act on
- The job context
- Your approved instructions
- A clear response
Available to the right team member
Keep the conversation moving
Take the method into your team's discussion
Use the product sheet to review the roles, materials, workflow and setup choices together.
- The full working method and the focused decision
- Responsibilities and useful materials
- A practical starting plan
PDF · 6 pages
Our delivery approach
Prepare the first useful playbook
Start with the materials and people you already have. We help make the setup choices explicit before your team uses the method.
- 01
Select the working material
Choose issue from the resources your team uses.
What we prepare togetherThe relevant resources are available for the tasks that use them.
- 02
Agree the responsibilities
Confirm person raising the issue, assigned team member and team lead for this method, then choose the people eligible to receive its work.
What we prepare togetherThe method names who contributes, reviews and receives the next work.
- 03
Walk through the selected route
Choose the task, eligible recipients and deadline, then walk through the actual response fields.
What we prepare togetherYour team sees the response and the resulting next step before extending the method.
Talk with our team
We are here to help
Bring us the work your team wants to improve. We’ll walk through your instructions, responsibilities and review criteria, then show how our platform can support that work.
Bring your work; we help prepare the method
We work with your team to organize the source material, responsibilities and review choices. Start with one useful example, then carry the agreed method into everyday work.
Your materialUse the instructions, forms and references your team already maintains.
Practical preparationConnect the material to the people and responses needed for the method.
A useful walkthroughTry the ordinary route and the point where your team needs a different decision.
Rohit Singh
VP of Strategic Partnerships
Connecting your workflows with the systems and partners you rely on.
Brent Jackson
Director of Customer Success
Helping your team turn procedures into practical learning and task completion.
Your questions
Prepare the method for your team
What stays with the recorded response?
The response for this occurrence retains customer, what happened, order or job, photos and immediate action. It belongs to the work being reviewed, rather than replacing a different occurrence's record.
Which materials do we need to bring?
Bring issue. We use those choices to prepare the working context, then check that each task opens the material it needs.
How do people receive the prepared work?
Select the prepared task and the relevant recipients when assigning work. Making a playbook available to a group and giving a person a task are separate setup choices.
What is the outcome for the wider workflow?
Customer informed; resolution recorded; systemic causes handed to NONCONFORMANCE.