1. Volume Global Solution Centre Electronic Case Logging Tony Middleditch, Derek Wainman

4. Electronic Logging Call Flow eTools Team SCM Tool Case Management Field Delivery Confirm details in case. Perform further diagnosis (if required). Recommend parts. Web-based tool that enables customer to: Create case into HP WFM system. View logged cases. Add information to logged cases. Order parts. Assign engineer. Update customer on case status (if required). Attend customer site. Perform further diagnosis (if required). Install parts and test unit.

6. The Corporate Quicklog Experience Response by phone if further information required*. Response via email only. Cases receive priority processing and dispatch to the field. Cases passed to the field if repair required. Can log Warranty, Carepack or Contract cases. Cases logged are for warranty only Used by Corporate Help desks and partners with proven technical capability Used by end users Corporate Quicklog (in SCM) Standard SCM