Comments
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Thank you @Steven Forth , @Jaime Farinos , this helps
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Thank you @Steven Forth , @Jaime Farinos , this helps
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Hi Cortney, if I follow the categorization proposed by Patrick we are tracking: 1) Operational: SLA First response time adherence 2) Knowledge: Re-use % and Creation of knowledge articles 3) Customer: NPS score @Patrick Martin : interesting remark about the employee engagement. How do you measure this ?
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Hello Craig. Our support organization is running their activities according to the Knowledge-Centered Support methods, which brings us a lot of value for us in terms of support efficiency but also to the customers in terms of self-support possibilities. In this methodology captured knowledge is a by-product of the support…
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Hi Matan, our support team have few productivity metrics: first response time, case management data quality, NPS, and couple of knowledge management KPIs. We don't push for number of cases taken/answered if this is what you mean by productivity because we believe NPS and level of SLA fulfilment are giving us a picture of…
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Hello everyone! Happy to join the group of Founding Members! Looking forward to having exchange with you guys on Field Services, Support Services, Portfolio Management and Service Sales!
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Hi Chris, this is very true - a lot of Field Service techs needed to stay at home as customers were not accepting visitors anymore. But the at the end of the logic, as they were not accepting the visitors, they needed to do more by themselves, which they don't know how. So, load to the Support Services clearly increased.…
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Hi Daniel, Our global NPS for Field activities grew approx. 8 points from February-March period to April, NPS for Support grew 12 points. For us clearly appreciation of help by the customer grew as situations we are helping them in became more difficult.
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Hi Chris, what we did as first steps we took one big account where we felt increasing difficulty to renew managed contract we agreed on the root cause being no effort done internally to increase and demonstrate the value we drawn customer success journey with the customer we placed RACI on our side of the journey and…
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Hi Alex, we are very much in the same place as you. I like the term "struggle for mindshare" - exactly my everyday job:) What definitively helps us is a committment from the Executive level. Two years back our CEO came to shareholders with the vision the company future where service business has much more prominent share…