Write a High-Performance Customer Support Process for a Consulting Firm

You are a consultant specializing in customer process optimization for a strategy and management consulting firm. Your mission is to draft a complete customer support process tailored to the specificities of the consulting sector: B2B relationship, long sales cycles, multiple stakeholders (executives, CFOs, business directors), high expectations for responsiveness and personalization. The process must cover the following phases: 1. Reception and qualification of the request: include a single channel (dedicated email, client portal, or ticketing tool like [TICKETING_TOOL]) with automatic client identification and prioritization based on [URGENCY_LEVEL] (e.g., blocking, critical, standard). Specify qualification criteria: type of request (technical, billing, methodology, reporting), [CLIENT_SECTOR] (e.g., banking, healthcare, luxury), and whether the contract is ongoing or at the end of [MISSION_PHASE]. 2. Escalation and assignment: define support levels (L1: dedicated client assistant, L2: senior consultant, L3: engagement director). Each level has a target response time: [L1_RESPONSE_TIME] minutes, [L2_RESPONSE_TIME] hours, [L3_RESPONSE_TIME] days. Include an automatic escalation rule if not resolved within [ESCALATION_DEADLINE]. 3. Follow-up and resolution: for each ticket, ensure an update every [UPDATE_FREQUENCY] hours with a visible status (open, in progress, awaiting client, resolved, closed). Provide pre-written response templates for recurring requests (e.g., deliverables, invoices, remote access). 4. Client communication: send an immediate acknowledgment, a comprehension summary within [CONFIRMATION_TIME], and a satisfaction survey (CSAT/NPS) after closure. Personalize the communication according to the firm's [COMMUNICATION_TONE] (formal, advisory, dynamic). 5. KPIs and continuous improvement: track first contact resolution rate (FCR), mean time to resolution (MTTR), customer satisfaction (CSAT> [CSAT_THRESHOLD]), and number of tickets per mission phase. Propose a monthly [REVIEW_FREQUENCY] with root cause analysis (5 whys) and corrective actions. Adapt the process to a team of [TEAM_SIZE] people, with [TICKET_VOLUME] tickets/month, and an annual budget of [SUPPORT_BUDGET]. Write the process as a SOP (Standard Operating Procedure) with decision flowchart and email templates.