Develop a Clear Strategy for Your Technology Service and Support Operation
We help industry leading service and support operations set their strategic goals, improve operational
efficiency and drive world class levels of performance, while improving customer satisfaction and loyalty.
Our proven strategic planning methods leverage input from key decision makers within the organization,
interviews with individual contributors and discussions with key customers to develop the strategic plan
and align organizational objectives for maximum business results. In addition, we will align the strategy
with customer service industry standards and best practices to ensure your success.
Our team of executive level service professionals, each has over twenty years of industry experience
covering Support, eService, Field Service and Professional Service operations. Our consultants are
experts at helping your organization manage the rapid change and complexities inherent to technology
service operations. They have spent their careers running service and support operations and solving
the complex problems that challenge the industry.
Support Strategy Development
Service Strategies can help you create a comprehensive strategic plan, KPIs and goals to lead your organization to the
next level of performance. The plan will provide a three to five year roadmap to guide your organizational
development and help eliminate the chaos that can result from poor planning.
The customer service strategic plan will allow you to prepare for and implement the strategies and tactics necessary to
achieve your organizational goals and objectives.
Our strategic planning process will take into consideration a number of critical factors associated with the service
Market conditions that impact growth and service demand
The state of the organization, performance gaps and areas for improvement
Service level targets necessary to meet customer satisfaction goals
Resource requirements to meet projected service demand
Staff training and development initiatives
A review of the Service offering portfolio
Service tools and systems to enhance efficiency and productivity
The financial plan for the organization
Service Strategies consultants will facilitate meetings, conduct research, identify requirements and
gather the necessary data to develop the strategic plan for the service operation. We also create the
planning documents and provide an executive presentation to communicate the strategy to senior
management and the staff.