Service Request Handling Using E-Mail Instead of Case Notes
I'd like to get your opinion on the way how EMC Support personnel handles Service Requests.
I'd appreciate if all correspondence between technicians and customer would find its way into the case notes of the corresponding Service Request. That would allow a third party to quickly check what actions has been performed on a specific case. This is useful if more than one party is involved at the customer or the EMC side. Furthermore all the correspondence will be kept in one single place and will be available for future use.
I've addressed that with our local Support Team but that haven't had any impact on the way the support cases are handled so far. Maybe the opinion of the community will attract more attention at EMC than a single customer.