Customer / Technical Support

Business Challenges

The support function represents the primary, if not sole, interface a customer has with the enterprise after the sale has been made. Therefore, it is critical that each event/transaction be perceived as positive. Among the factors that contribute to a positive experience are the speed of contacting the person who is able to answer the question or resolve the issue, the perceived expertise of that person, the speed with which the issue is resolved, and how the customer was treated. The support organization must deliver on what are often very high expectations, while controlling costs and keeping employee turnover to a minimum. No mean feat. Hiring the right people, providing appropriate training, implementing processes that make the front-line workers more efficient, having systems (phone, network, computer) in place to streamline those processes, building useful knowledgebases with effective search functionality, migrating callers to the web where possible, staffing for peak periods, and outsourcing are some of the issues the Support function faces.

CustomerImpact Solutions Enable:

Tracking number of days it takes to close a ticket by product line and how that relates to overrall satisfaction
Tracking company revenue , satisfaction with Support, and loyalty on a dashboard viewed by Support management, Sales management, Marketing management, and C- level executives
Looking at strategic customer drivers vs non strategic customers by account value, satisfaction with support , and the number of open tickets

Benefits

Transforming data to insights

Faster generation and analysis of data
Ability to correlate operational measures and customer intelligence with key metrics
Quick assessment of problems by product

Satisfying and retaining customers

Understanding of profitability by customers
Improved service for high-value customers
Ability to save at-risk customers due to poor service experience
Increased customer retention

Greater staff efficiencies

Ability to identify best-performing agents in order to recognize and reward
Ability to identify underperforming agents in order to provide coaching and training

Improved Performance Management

Analysis of Web traffic—reasons customers went there, satisfaction with that experience, success rate (number who found answers to their questions)
Leveraging quantitative and text-based feedback for rapid deployment of solutions to problems
Empowering call center and regional management through fast accurate reporting and analysis
Analysis of business needs with delivery of relevant information
Reducing operational errors caused by manual compilation of data

Business Solutions