Support Global

24x7Service Excellence

Establishing 24x7 Global Support OperationsAuthor – Jason Noble (jnoble100@gmail.com)

Introduction

Establishing global 24x7 client & application support

1. Benefits2. Costs3. Challenges4. Solutions

Benefits

Global services – anytime, anywhere, anyhow philosophy

Service consistency & reliability

Service excellence & innovation

Market leadership

Costs

Resourcing – support, escalation, resolution & ownership

Service requirements & expectations

Technology changes & enhancements

Increased customer retention & efficiency gains

Challenges

Changing market

Consumer experience driven – high expectations

Increasingly demanding customers (for lower prices)

Operational & cultural changes

Global economic situation

Solutions

Follow-the-sun support

First contact resolution

Service experts

Centres of excellence

Cloud platform for service management

Digitally enabled service delivery

How

1. Board level sponsorship

2. Global stakeholder engagement

3. Service reviews

4. Global roll-out plan

5. Innovation

6. Cultural changes

Culture

1. Customer first

2. Collaboration

3. Proactive solutions

4. Continuous learning

5. Creativity

Expectations

1. Service improvements

2. Agile organisation

3. New market leading technology services

4. Cost savings

Questions?