An introductory ‘Support Assessment’ engagement typically involves a series of phone conversations to frame the issues and gather any existing data you have followed by a brief onsite visit. My objective during this phase will be to pull together a solid base of knowledge about your overall support environment and to help clarify major business requirements. I will look under the proverbial rug, talk to your team, sales, engineering, executives and customers as appropriate to understand the current ‘state of the state’.

At the same time, I’ll also parse out the desired ‘state of the state’ in terms of where your key stakeholders want customer support to go in support of the business. Typical areas of discovery covered include:

Finally, I’ll tie the research into a series of prioritized recommendations. I will create a simple “roadmap” matrix that will help you get your support ecosystem from your current state to the desired future state. Solutions that have a high customer impact and are simple to implement will have a higher weighting than a low impact/complex solution.

Contact me if you want to learn more or sign up for the Support Assessment.