Support and Service Consulting

Service and Support Consulting and Service Quality Assessments

We leverage our enormous base of experience, wealth of best practice resources, and the latest quality management techniques to provide you with high-value services and deliverables that will improve your business. As veterans in the expert support industry, we understand the value of strategically aligned service operations, clear management analysis and practical implementation techniques that yield measurable return on investment. Our highly regarded consulting services can help you address a wide variety of business challenges

We help industry leading service and support operations set their strategic goals, improve operational efficiency and drive world class levels of performance, while improving customer satisfaction and loyalty.

Strategic Planning

Our service quality and performance assessments have helped leading education service organizations reset their strategic direction, improve operational efficiency and drive world class levels of performance, while improving customer satisfaction and loyalty.

Service Assessments

Service Strategies offers a wide variety of Process Design Services for eService, Support, Field Service and Professional Services operations. We have helped industry leading education service operations re-engineer their service processes to improve operational efficiency and drive world class levels of performance.

Service Process Design

SRI LANKAN DREAM

Our Approach

Your processes and operating procedures will be examined to identify opportunities for improvement that will enable the organization to deliver the most efficient service at the right level of quality to customers. Service Strategies consultants stay engaged to monitor the organizational and process changes and provide fine tuning and ongoing assistance to ensure continued success.

Complete review of all detailed processes
Analysis and identification of failure points in current processes
Process redesign and creation of new process flows and descriptions
Alignment of new processes to industry standards and best practices
Determination of any systems impact and required enhancements
Analysis of resource requirements necessary to execute new processes
Change management training and roll out to the organization
Creation of measures of success and key performance indicators
Monitoring and tracking of performance to ensure success

Review existing customer satisfaction feedback processes
Design event and periodic surveys for services
Analyze feedback data and determine if results are statistically valid
Create a process to develop action plans customer feedback
Recommend communication processes to share improvements with customers
If appropriate, assist in the selection of third party Survey tool or vendor
Provide recommendations for creating a customer loyalty and retention program
Create customer satisfaction and loyalty measurement scorecard