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Support Global
24x7Service Excellence
Establishing 24x7 Global Support OperationsAuthor – Jason Noble ([email protected])
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Introduction
Establishing global 24x7 client & application support
1. Benefits2. Costs3. Challenges4. Solutions
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Benefits
Global services – anytime, anywhere, anyhow philosophy
Service consistency & reliability
Service excellence & innovation
Market leadership
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Costs
Resourcing – support, escalation, resolution & ownership
Service requirements & expectations
Technology changes & enhancements
Increased customer retention & efficiency gains
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Challenges
Changing market
Consumer experience driven – high expectations
Increasingly demanding customers (for lower prices)
Operational & cultural changes
Global economic situation
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Solutions
Follow-the-sun support
First contact resolution
Service experts
Centres of excellence
Cloud platform for service management
Digitally enabled service delivery
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How
1. Board level sponsorship
2. Global stakeholder engagement
3. Service reviews
4. Global roll-out plan
5. Innovation
6. Cultural changes
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Culture
1. Customer first
2. Collaboration
3. Proactive solutions
4. Continuous learning
5. Creativity
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Expectations
1. Service improvements
2. Agile organisation
3. New market leading technology services
4. Cost savings
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Questions?