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Monday 18 July 2011
By Jan Verlaan on Monday 18 July 2011, 16:10
When you want to have more insight in the Support process you should register hours spend directly on Reported Support Issues.
Such hour registration gives you insight the usage of time for:
By Jan Verlaan on Monday 18 July 2011, 16:07
When you set goals for your Support organization your have the opportunity to state how you want to bring people, infrastructure and technology into action.
Ask yourself the following questions when you are defining the basic goals for Support:By Esther Verlaan on Monday 18 July 2011, 16:04
For a Support organization access to knowledge is very important. The goal is to provide quickly good answers (and solutions). To be able to do that you require well trained personnel. When your software package is large it will be quite difficult to have every Support Analyst well trained on all areas. In time experienced Support Analyst will leave your company and other (junior) Support Analysts will join. You have to keep on training.
By Esther Verlaan on Monday 18 July 2011, 15:58
Support and Maintenance contracts could bring in a lot of money. Money you can spend on new development. To keep customers paying for Support and Maintenance contracts you have to offer them a good return of investment. Services and actions from your side influence the customer's return of investment for a very great deal.
Services and Actions like:To be able to provide all these services and actions it requires a reliable and knowledgeable Support team. A team that knows how to approach a customer, minimize his anxieties and problems. Training, policies and procedures have to be a daily concern to management to improve further and to keep the customer's return of investigation high.
By Esther Verlaan on Monday 18 July 2011, 15:55
What do you know abofut the satisfaction levels of your customers? Are they satisfied on all levels? You have to ask them to get the picture. You have to execute on their complaints to get grip on the satisfaction levels.
By Esther Verlaan on Monday 18 July 2011, 15:50
What if you want to increase Support activities to other countries but you do not have the capacity and/or time to do it yourself? You could ask others to fill in the gap. Of course such support has it's costs and require adjustments of your own organization.
First the advantages: