Develop a Clear Strategy for Your IT Service and Operations

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 professionals, has 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.

Our strategic planning process will take into consideration a number of critical factors associated with the service business including:

  • 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
  • And moreā€¦