What are your customers asking you to do differently?
As a support organization a few key trends include a higher reliance on our remote experts to proactively engage with customers to offer guidance, insights and recommendations. We have also seen a major increase in the use of live video and our HPE MyRoom collaboration platform to assist the onsite customer staff to triage issues and make the necessary HW repairs without the need to send an engineer to their site. We also see increased demand for IT training and professional services help to setup and support remote workforce as organizations open up and get back to business in the new normal.
I'm also hearing a lot of customers pushing for tighter SLAs than they are entitled to because they are dealing with crisis situations, and in most cases, vendors are accommodating that. My hope is that come renewal time, customers will be renewing with more expensive maintenance agreements that include these shorter SLAs, we can't give that away for long and stay in business.
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