Françoise Tourniaire
Françoise Tourniaire is the founder and owner of FT Works, a consultancy firm that helps technology companies create and improve their support operations. She has over 20 years’ experience as a Support and Services executive.
Prior to founding FT Works in 1998, Françoise was the Vice President of Worldwide Service at Scopus, a leading Customer Relationship Management (CRM) tool manufacturer. Before that, she held executive and other positions with Intel, as well as with Sybase and Ingres, both database manufacturers.
Her areas of expertise include designing customer success programs, creating and pricing support offerings, soft skills training for support and customer success professionals, creating staffing models, selecting support tools, designing effective metrics and dashboards, and conducting assessments of support organizations.
Françoise is a frequent contributor to support industry newsletters and conferences. She’s also the author of The Art of Software Support, a practical guide to running software support operations, Collective Wisdom: Transforming Support through Knowledge, a handbook for enlightened knowledge management in support organizations, and Selling Value, a guide to creating, marketing, and selling support packages.
She holds a Bachelor’s and Master’s in Mathematics from the University of Paris, France, and a Ph.D. in Math and Science Education from the University of California at Berkeley.
I used to be a part of the Nortel support team and one of the metrics was 48hr Resolution and the target was 60% across Business Critical, Majors and Minors. This was a goal for all the teams, including engineering.
What i noticed was some of the issues was definitely resolved in the time frame and reasonably so, however we also noticed that people began gaming the system and blaming the group receiving it first for not escalating quick enough… In hind sight, it was probably a good target to achieve, however implementing this in the right spirit across different groups is probably the biggest challenge.
Francoise, I always enjoy reading your newsletters and often forward them to others I know who could use your services. Your article this month about “85% of respondents want their issues fixed within 24 hours” plays directly into what our solution (ISOdx) offers – exponentially faster resolution – by rapidly isolating “what changed”. As you may know, according to Gartner, 87% of tech issues are related to a change being made. Our technology can identify what changed down to the character level. For these types of issues where something changed and an issue is now occurring – whether it be a change in your products or most probably your customer changed something in their ecosystem that is causing an issue with the use of your product , why not leverage technology to solve technology issues for faster resolution?