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It's not just the launch of your product that you care about. Your real goal
is happy customers successfully using your product in ways that are profitable
for your company. If your product isn't supportable, or you have miscalculated
your support costs, that goal may never be reached.
Bring a seasoned expert in
to bridge the gaps between product management and your technical support
organization to maximize the profitability of your product(s).
Key Services
- Supportability audit
- Product support costs audit
- Beta support planning
Internal help desks and cost center customer service and support organizations want to
preserve effectiveness with reduced expenses. Profit center-driven customer
service and support
organizations want to increase revenue. Either way, it's about creating and
showing value.
Employees want to feel fulfilled in their work and their efforts valued.
Customers, whether internal or external, just want the help they need. Technical
advancements promise big ROI's but too often they come with hidden financial and
emotional costs of implementation that can delay investment returns or or even
prevent them from occurring at all. Through it all, the ever-changing landscape
of the marketplace can make balancing all these priorities difficult at best,
undermining that overarching mandate to create and show value.
Sometimes, it just takes another pair of eyes from outside the organization
to help see a better way. Whether you're a small company establishing a contact
center for the first time or whether you are a larger organization trying to
re-focus or keep up with latest service and technology trends, if you're going to seek outside help, make sure it's
from a person familiar with the landscape. You want to benefit from a
depth and breadth of experience and expertise from an individual creative enough to help you forge
effective
new paths when the old ones no longer work or when you find yourself in uncharted
territory.
Drive the Results You Need
- Build customer loyalty
- Create effective work processes
- Improve employee satisfaction and effectiveness
- Create and show value in your operation
Areas of Expertise
- Process Improvement
- You know you need improved work processes when you become dependent on
key individuals to get work done, making it difficult for those people to go
on vacation, let alone allow them to be promoted. Tap into the expertise
needed to design your work processes well, so that they support employees in
their day-to-day efforts instead of hindering them. Get the help you need to
implement new processes smoothly, with minimal adverse impact. Beneficial for smaller
companies just reaching the point where standardized processes are needed
for the first time and also for established organizations needing to update
existing processes.
- Interim Management
- When you've got a team that needs management support, existing resources
are already stretched too thinly, and you haven't yet found the candidate to
fill a manager position long-term, consider taking on an an experienced
manager part- or full-time on an interim basis to bridge the gap.
- Customer Service Skills Development
- Technical ability needed in a support organization and strong customer service skills
needed to foster customer loyalty aren't always
readily available as a combination. Get the help you need to hire and train
for the right balance of skills into your organization, foster a customer
service mindset throughout your department and effectively evangelize that
attitude throughout your company.
- Leadership Development
- Managing technology professionals is different than most other kinds of
leadership; where else do you get a team of profoundly concrete thinkers
doing what is essentially creative work? When you add the customer service
component that is so vital in technical support organizations and most help desk
operations, it
can become a difficult tightrope to walk. When your managers need help, turn
to a consultant and Certified Professional Coach with experience leading and
teaching technical managers (and non-technical managers of technical
groups).
Smaller businesses and customer-facing organizations such as technical
support and customer service operations need to think about disaster
preparedness and business continuity as much as the big guys. How will you
continue operations? How will your customers reach you? How are your employees
impacted, and what does that mean for your business?
These and other questions may affect you in ways you haven't considered.
Windstorms, snow storms, earthquakes and domestic terrorism all bring different
risks. When you don't have the staff or the in-house experience to work out how
best to prepare for these risks, you need someone who understands emergency
planning, disaster preparedness, and business continuity from a perspective that
fits your specific situation.
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