2

Reactive

Proactive

Customer-Centric

Business-Centric

Reactive Support Model

Characteristics: Labor driven Hours 8am-5pm Can be chaotic Dispatch focus Generalists Simple telephony Little measurement

Proactive Support Model

Reactive

Proactive

Customer-Centric

Business-CentricCharacteristics: Call tracking Extended hours Best practices Basic SLA’s Knowledge systems Self-help Surveys Asset management Support center metrics

Customer-Centric Support Model

Reactive

Proactive

Customer-Centric

Business-CentricCharacteristics: Quality focus SPOC Complex SLA’s 24x7 – follow the sun Multi-channel support Self-service Workload planning Costing/chargeback Partners with customers and vendors Measures support performance

Business-Centric Support Model

Reactive

Proactive

Customer-Centric

Business-CentricCharacteristics: Vision alignment Value integration “Seat at the Table” Fully automated

Problem Solved!

• Immediate attention to help resolve technical problems

• Increase Operational Efficiency

• Reduce your IT spending

• Increase staff productivity

• Reduce system downtime