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Has your organization evolved?
Is your organization out-growing it's existing
processes and in need of change? Have you
experienced a period of substantial growth and your
processes and tools have not kept pace with that
growth?
When a company's market expansion, sales
levels, new product introductions, and other key
business functions have grown at a rate substantially
greater than the evolution of the support organization,
you have a situation that likely can benefit from
reengineering.
Check out Dave Brown's workshop:
Reen
gineering Customer Support: A Step by Step
Methodology to Achieve Quantum Leap
Improvement
at the
SSPA
Conference in Las Vegas, NV
from October 20-22.
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Greetings!
Is your customer support operation the same now as
it was five years ago? Probably not - most companies
continuously evolve. Your products have changed.
They are probably more complex. Your customer
profile has changed. They likely have greater needs
and higher expectations. And all that usually adds up
to more headcount to handle the increased
workload.
The magic question is, "Is your organizational
performance as good now as it once was?" Are your
service levels as good as you want them to be? Is
your customer sat as high as it should be? Are your
costs acceptable? Or, are you struggling to achieve
the levels you once achieved - and it's costing you
more too?!
Growth and complexity are not an excuse for declining
performance. In fact, higher volumes and a larger
organization should provide opportunities for
economies of scale. But, that kind of performance
usually requires major changes to adapt the
organization to the new requirements. The company
has evolved. Has your support organization evolved
too?
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| The "Future State" of Customer Support |
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When companies are considering a radical change,
such as moving away from a labor-based, traditional
telephone support center model, and towards a
knowlege-enabled e-support model, they will need
a "future state design" (FSD).
What is a future state design and why is it important?
How do you develop one and what does it look like
when it's finished?
How is each functional entity of the organization
affected by the FSD?
How will each participant in the service process
function in the new model?
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Read the full article... |
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| Timberline Software Case Study |
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Re-engineering took Timberline customer service
from mediocre to award winning in just nine
months; rethinking the center's work processess was
key.
The Problem: Expenses were soaring and
customer
satisfaction was declining at Timerline Software. The
combination of growth and high turnover had resulted
in an extremely high ratio of junior reps staffing the
phones. While management struggled under the
burden of constant hiring and training requirements,
the company was unable to provide adequate levels of
service, and customers were voicing their displeasure
through a constant barrage of complaints and
declining contract renewals. Timberline Software's
customer support seemed out of control.
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Read the full case study...... |
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