Support executives continue to receive incredible pressure to reduce the cost of delivering support. This pressure, along with the push to deliver outcome-based support, is forcing a certain amount of experimentation on how to reinvent the support services organization.
Within this report TSIA recommends that support services members focus on key areas of their support operations to include adding the use of analytics, moving to proactive support models, and reducing customer effort. It is fair to say that many members have made progress in these areas, but it hasn’t been enough to keep pace with customer demand or the rate of industry change.
