Improvements in Customer Service revolve around three issues

• reducing errors and delays
• providing transparency into causes, status and resolution
• allowing quick and accurate resolution

Today’s transaction infrastructure is complex and heterogeneous. A single business transaction involves multiple system transactions, transcends the front, middle and back offices and is the changing responsibility of diverse groups and departments as it works its way through the business. It is hardly surprising that Murphy’s Law has multiple opportunities to prove its validity!

Each step in the process and each transition between those steps is a potential source of error and delay. At the highest level, you need an overview of all current transactions, consolidated to provide a summary of the general health of the system. Using a Dashboard type interface, you want to see the percentage (or number) of successful, delayed and failed transactions. Depending on your requirements, this view may be differentiated by transaction type, SLA classification or even by customer priority.