Table 4.

Stage 2: “As Is” situation expressed for C2S.

Assumptions
•This scenario is only relevant for non-technical complaints, which are termed as “Complaints.” •Complaints such as overdue provisioning, poor quality of customer service, incorrect billing adjustments, etc. are the scope of this process.
Examples
•Customer sends a complaint email to the sales & marketing team, or come to CSP head office, or customer writes into public media that mentioned about the dissatisfaction of using CSP company service for several reasons or condition.