BPO Issue Resolution and Process Improvements
The BPO team is responsible for maintaining and updating the following Husco business applications:
- IFS (Aurena and IEE)
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Novacura
- Mobile flows
- Shop Floor Workbench
- Supplier Portal
- PowerBI (Automotive)
- Custom Applications (e.g. NexusView)
Process Ownership and Freshservice Support
Even with routine use of applications, users may encounter issues that sometimes require escalation for timely resolution. Examples of these issues include:
- Repeated login failures despite entering correct credentials
- Unexpected application downtime affecting multiple users
- Missing or outdated data in reports and dashboards
- Error messages preventing completion of routine tasks
- Application slowdowns or poor performance during peak hours
- Persistent data synchronization errors between systems
As a user, if you encounter an issue with an application supported by the BPO team or just need help understanding how to perform an action, it is generally recommended to first consult with your Local Super User, then with your Process Owner. Your Local Super User is typically the person who trained you at your site. Process Owners are individuals within the business with a high level of understanding of the business systems.
- Initial User Request: A user encounters an issue or requires assistance while using an application or service.
- Consultation with Local Super User: The user first reaches out to the designated Super User for their area. The Super User reviews the issue to determine if it can be resolved with existing process knowledge.
- Consultation with Process Owner: The user or Super User next reaches out to the designated Process Owner for their area. The Process Owner reviews the issue to determine if it can be resolved with existing process knowledge.
- Escalation via Freshservice Ticket: If the Process Owner cannot resolve the issue, they initiate a formal help request by creating a Freshservice ticket, outlining the problem and any troubleshooting steps already taken.
- Ticket reviewed by Service Desk, routed to BPO Team: The Freshservice ticket is routed to the BPO team for further analysis.
- BPO Team Resolution: The BPO Team investigates and communicates with stakeholders as needed on Corrective and Preventative actions.
- Feedback and Closure: The resolution is communicated back through the ticketing system to the Process Owner and the original user, closing the loop and capturing any lessons learned for future reference.
Enterprise Process Owners
AU Process Owners
OH Process Owners
Guidelines for Freshservice Tickets
When a Process Owner is unable to assist you, creating a Freshservice ticket, not direct contact with the BPO team, is the most effective process to get your issue resolved in a timely manner. Benefits of this system include:
- Centralized tracking: Tickets provide a single location to monitor, update, and resolve issues, making it easy for both users and support teams to follow up. Tickets are easily transferred to other agents as needed for timely resolution.
- Clear prioritization: Tickets can be categorized and prioritized, ensuring urgent matters are addressed promptly and nothing is overlooked.
- Accountability and transparency: Each ticket is assigned to a specific owner, and the status is visible to all stakeholders, reducing miscommunication.
- Comprehensive documentation: All relevant information, updates, and resolution steps are stored with the ticket, creating a valuable record for future reference.
- Consistent support process: Tickets ensure every issue follows the same structured process, avoiding gaps that can occur with ad hoc emails or chat messages.
Create a new ticket
Note that direct messages via Teams and Email are acceptable for production critical issues. However, in most circumstances a ticket will be created to track the issue anyway. Messages are hard to prioritize compared to the ticketing process.
Creating A BPO Ticket
A well-written Freshservice ticket helps you get quick, effective responses from your Service Desk and BPO representatives. Consider the following key points:
1. Use a Clear and Descriptive Subject Line
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Good: “IFS Error When Creating Purchase Order – Unable to Submit PO (Error Code ENGREV)”
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Not Good: “Help!” or “PO Issue”
2. Provide a Detailed Description
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What is the issue?
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When did it start?
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Where is it happening (specific device, location, system)?
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How often does it occur (intermittent or constant)?
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What have you tried already?
3. Include Relevant Screenshots or Error Messages
- Attach screenshots of error messages or problematic behavior. Full screenshots are preferred over zoomed in snippets as they provide better context that helps in root cause analysis.
- Copy and paste any error codes or logs if possible.
- Add hyperlinks to the application or IFS screen if possible
4. Specify the Severity
- ‘Process cannot be completed (full function loss)’
- ‘Process can be completed but with extra delay, clicks, refreshes’
- ‘I don’t think it should work this way’
5. Specify the Impact
- Is the issue preventing work entirely or just a minor inconvenience?
- Are others affected or just the individual?
6. Prioritize the Request (If Applicable)
- Indicate urgency: “High urgency – unable to access payroll system before deadline”
- The ticketing form has an option to flag an issue if it is truly production critical. This will result in an elevated notification to the entire IT team, so please use it only as appropriate.
7. Contact Information and Availability
- What is the best way and time to reach the user for follow-up?
To avoid creating noise in email inboxes, please do not add individuals to the CC list unless they are directly involved in troubleshooting the issue. Add recipients to the CC list upon completion to notify them of the final resolution.
Requesting System Improvements and New Functionality
Continuous improvement ideas for the BPO tools and Business Processes are always welcome. Users may request a CRIM— Configuration, Report, Integration, or Modification—when their business needs evolve beyond standard system capabilities. A CRIM request allows users to tailor workflows, generate custom reports, connect with other platforms, or adjust functionalities and interface to better align with Husco’s unique operational requirements. These changes can enhance efficiency, enable smarter decision-making, and ensure systems support the organization’s strategic goals.
BPO CRIMs are documented in DevOps in the form of a Feature. The template link below can be used to create a new Feature to properly document the CRIM so the BPO team can properly assess the work to be done. Note that Features should be opened by the Process Owner. All requests for improvements from Users go through Process Owner(s) before being worked on by the BPO team
DevOps Template
Features will be reviewed at a Change Review Board (CRB) meeting. Process Owners determine the prioritization of CRIMs. If you need help in understanding the prioritization of a Feature you’ve created, please contact the appropriate Process Owner.