Support and Service Consulting
Service and Support Consulting and Service Quality Assessments
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
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Complete review of all detailed processes
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Analysis and identification of failure points in current processes
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Process redesign and creation of new process flows and descriptions
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Alignment of new processes to industry standards and best practices
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Determination of any systems impact and required enhancements
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Analysis of resource requirements necessary to execute new processes
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Change management training and roll out to the organization
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Creation of measures of success and key performance indicators
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Monitoring and tracking of performance to ensure success
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Review existing customer satisfaction feedback processes
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Design event and periodic surveys for services
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Analyze feedback data and determine if results are statistically valid
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Create a process to develop action plans customer feedback
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Recommend communication processes to share improvements with customers
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If appropriate, assist in the selection of third party Survey tool or vendor
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Provide recommendations for creating a customer loyalty and retention program
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Create customer satisfaction and loyalty measurement scorecard