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
