Clear ownership and handoffs
BeforeThe next person receives an action without the preceding result.
With SkillSmithKeep the preceding result attached when the next responsible person receives work.
Resolve a customer issue and close the loop
Close the customer conversation and carry recurring causes forward
Record what the customer was told and whether they are satisfied or escalated, then route a recurring cause into nonconformance work.
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
What was communicated to the customer, and does the cause need separate work?
The team lead works from issue. The record makes customer informed and satisfied / escalated clear to the next person.
WORKED DECISION
Carry the recurring cause into follow-up work
| Decision point | Information to use | Responsible next step |
|---|---|---|
| Working material | Issue | Open the selected material for this occurrence. |
| Recorded response | customer informed, satisfied / escalated and nonconformance raised? | Save the response with its work context. |
| Review point | satisfied / escalated and nonconformance raised? | 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
Fewer repeated choices and inputs
BeforeKnown case details are requested again at the next handoff.
With SkillSmithCarry known context forward and show the decisions needed for this task.
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 informed, satisfied / escalated and nonconformance raised?. 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.