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Sunday 17 July 2011

Measure Support Performance

By Esther Verlaan on Sunday 17 July 2011, 22:43

Performance can only be measured when performance related data is available in the Support System.

Master Data

When you like to measure the performance for Individual Support Analysts, Teams, Departments, etc, you need to have this data as master data available in your Support System. So your organization structure needs to be somewhere in the Support System. Same counts when you would like to measure performance for Customers and Product (versions), service or feature packs, packages, modules, etc, as well.

Performance Data

Performance data is data that tells you how well you handled or are handling a reported Support Issue. The following aspects are important for internal and external usage:

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Support Customer Needs and Expectation

By Jan Verlaan on Sunday 17 July 2011, 14:45

Your Support System has to support your customer needs and expectation. Services provided have to be measurable for you and for your customer. Statistics on the amount of registered Support Issues over time, (Average) Response times are important as well as Frequent Status updates on open issues.

Measures like these help you to show the customer your actual performance against his "experienced" service level. These could be miles apart. So it helps you to set the record straight.

Measures like these helps you to improve your service level further. The quicker your solve reported issues and the less returns the better you perform. Do not be afraid to share this information with your customer. It shows that your customer has your focus. Explain to your customer what you are going to do to improve further. Show the results of your actions over time. It is major important to say what you do and to do what you say.

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Rotate Reported Support Issue directly to the right Support Analyst

By Esther Verlaan on Sunday 17 July 2011, 14:39

The customer should be able to log their own Support Issue. You should promote that they do as much as possible themselves because this speeds up the process on your side. Customers should get the option to attach documents to support the clarification of their reported problem. Customers should also get the opportunity to state the importance of the problem to you via a priority setting.

Master Data

Of the customer master, contract, login and used product data need to be captured. This data has to be up to date. Every year you should ask your customer to check his data. Support Analyst must go blind on this data to be able to do their job properly. An error in this data could lead to a disturbance and possible to increased waiting time for the customer.

Rotation

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