Case Studies

Support Organization Audit

· For numerous support organizations, both successful and troubled

· Deliver an unbiased assessment of current performance

· Benchmark organization to best-in-class support teams with similar markets, sizes, and maturities

· Provide a prioritized list of recommendations for improvements including investment required, target timeframes, and likely outcomes

· Identify issues outside the support organization that impact successful performance

· Suggest initiatives to reach the next level of performance

· Ideal for preparing for the various support industry certification programs

Support Portfolio Definition

· For a large software company that grew through acquisitions

· Define tiered support offerings to serve clients ranging from Fortune 50 to mom-and-pop shops with just one system

· Ensure that the offerings compare favorably to the competition

· Recommend changes to the delivery team to deliverer the new offerings successfully and profitably

· Define pricing and discounting methodology compatible with product discounts

· Define a transition strategy for the large established user base

· Suggest positioning approach for new customers

Process Implementation and Tuning

· Revamp case resolution process to increase customer satisfaction and cut cost

· Remove unnecessary layers and handoffs

· Define service-level agreements for internal groups such as Engineering

· Implement an effective escalation management process

· Define effective knowledge management processes in both low- and high-complexity support environments

· Set up metrics and dashboards to monitor success going forward

Outsourcing and Offshoring

· Create business case for outsourcing or offshoring

· Recommend strategy appropriate for size and maturity of the support organization

· Suggest appropriate vendors and locations

· Help negotiate the best rates and contracts

· Implement outsourcing contract

Coaching and Mentoring

· For executives, managers, and individual contributors

· Private, confidential sessions to focus on individual needs

· Regular schedule or ad-hoc

· Phone and email consultations available for flexibility

· A wonderful tool for newly-promoted individuals

· Often combined with soft skills training to boost the effectiveness of the group workshops

Support Tool Selection

· For Beyond.com, Nokia, and many others

· For tracking cases, knowledge management, and self-service

· Orchestrate the requirements gathering process

· Create the RFP

· Recommend vendors best suited to the requirements

· Manage the selection process

· Coordinate the implementation including user acceptance testing and training

New Support Center Setup

· For numerous startups, including GroundWork Open Source Solutions

· Define support offerings including SLA (service-level agreements)

· Define support processes including case resolution and knowledge management

· Define job descriptions and compensation

· Recommend and implement a support-tracking tool

· Establish a staffing model and budget

All engagements are customized to meet your exact needs. Here are some examples of past engagements, chosen to give a flavor of the range of services available.

You can also download a brochure. Or contact us for a complimentary consultation and evaluation of your needs.