CS SOP Swimlanes

30 klikbare procesplaten · ODShop — Online Deurbeslagshop30 clickable process maps · ODShop — Online Deurbeslagshop

⚠ Alle processen zijn CONCEPT — na te lopen en akkoord te geven met ODShop.⚠ All processes are DRAFT — to be reviewed and approved with ODShop.
Klik op een SOP om de klikbare swimlane te openen. Elke stap is aanklikbaar voor details; de pijlen volgen de procesvolgorde. Gebruik de EN/NL-knop rechtsboven om de taal te wisselen. Rode placeholders zoals [CS Manager] nog invullen per klant.Click a SOP to open the clickable swimlane. Every step is clickable for details; arrows follow the process order. Use the EN/NL button top-right to switch language. Fill in red placeholders like [CS Manager] per client.

Starter Kit — 8 SOP's (Foundation)Starter Kit — 8 SOPs (Foundation)

CS-S01
Ticket categorisatieTicket categorization (C1-C2)
Indelen C1-C2Categorize C1-C2
CS-S02
Ticket routing & toewijzingTicket routing & assignment
Naar juiste teamTo the right team
CS-S03
Macro's & templatesMacros & templates
Consistente antwoordenConsistent answers
CS-S04
Views & wachtrijViews & queue management
Overzicht & prioriteringOverview & prioritization
CS-S05
Klachten & escalatieComplaints & escalation
KlachtafhandelingComplaint handling
CS-S06
Escalatie procesEscalation process
Wanneer & hoeWhen & how
CS-S07
Training nieuwe medewerkersTraining new staff
OnboardingOnboarding
CS-S08
Dagelijkse KPI checkDaily KPI check
Sturen op resultaatSteer on results

Growth Kit — 12 SOP's (Quality & Efficiency)Growth Kit — 12 SOPs (Quality & Efficiency)

CS-G01
Macro beheerMacro management
Beheer & governanceManagement & governance
CS-G02
QA procesQA process
KwaliteitQuality
CS-G03
CSAT feedbackCSAT feedback
KwaliteitQuality
CS-G04
RetourenprocesReturns process
ProcesProcess
CS-G05
Voicemail afhandelingVoicemail handling
KanaalChannel
CS-G06
Bulk acties & mergingBulk actions & merging
EfficiëntieEfficiency
CS-G07
SLA monitoringSLA monitoring
PerformancePerformance
CS-G08
Peak managementPeak management
SchaalScale
CS-G09
Kennisbank artikelenKnowledge base articles
Self-serviceSelf-service
CS-G10
FAQ updatesFAQ updates
ContentContent
CS-G11
Wekelijkse rapportageWeekly reporting
ReportingReporting
CS-G12
Root cause analyseRoot cause analysis
VerbeteringImprovement

Enterprise Kit — 10 SOP's (Advanced & Strategic)Enterprise Kit — 10 SOPs (Advanced & Strategic)

CS-E01
Automations onderhoudAutomations maintenance
Technisch beheerTechnical management
CS-E02
Interne kennisdelingInternal knowledge sharing
Knowledge mgmtKnowledge mgmt
CS-E03
Side conversationsSide conversations
SamenwerkingCollaboration
CS-E04
Maandelijkse analyseMonthly analysis
ReportingReporting
CS-E05
VOC rapportageVOC reporting
StrategischStrategic
CS-E06
AI / bot onderhoudAI / bot maintenance
AutomationAutomation
CS-E07
Proactieve outreachProactive outreach
CXCX
CS-E08
Social media CSSocial media CS
Multi-channelMulti-channel
CS-E09
Telefonie & IVRTelephony & IVR
Multi-channelMulti-channel
CS-E10
Cross-sell / upsellCross-sell / upsell via CS
RevenueRevenue

AI Inrichting — Fundament & implementatieAI Setup — Foundation & implementation

AI-01
Het fundament van AI-succesThe foundation of AI success
Documentatie · proces · systemen vóór AIDocumentation · process · systems before AI

Webshop — concept (ter afstemming)Webshop — draft (for review)

CS-W01
Order status & Track & TraceOrder status & Track & Trace
Concept · Picqer/WooCommerceDraft · Picqer/WooCommerce
CS-W02
Bezorgklacht / schadeDelivery complaint / damage
Concept · carrier & refundDraft · carrier & refund
CS-W03
Garantie & defect productWarranty & defective product
Concept · merk/leverancierDraft · brand/supplier
CS-W04
Productadvies & maatvoeringProduct advice & sizing
Concept · kennisbank/merkDraft · knowledge base/brand
CS-W05
Offerte & zakelijk bestellen (B2B)Quote & business order (B2B)
Concept · sales/offerteDraft · sales/quote
CS-W06
Levertijd / voorraad / backorderLead time / stock / backorder
Concept · PicqerDraft · Picqer
CS-W07
Betaling & facturatiePayment & invoicing
Concept · WooCommerce/PSPDraft · WooCommerce/PSP
CS-W08
Cilinder & sleutelplan-aanvraagCylinder & key plan request
Concept · veiligheid/specialistDraft · security/specialist
CS-W09
Technische vraag → specialistTechnical question → specialist
Concept · triage (Dave)Draft · triage (Dave)
CS-W10
WhatsApp-kanaalWhatsApp channel
Concept · async/BelcoDraft · async/Belco
CS-W11
Gestructureerde ticket-intakeStructured ticket intake
Concept · webformulier→BelcoDraft · web form→Belco
CS-W12
Overleg Tolzo-agent ↔ ODShopTolzo agent ↔ ODShop consultation
Concept · samenwerking in BelcoDraft · collaboration in Belco