Operational Review
Get an independent review of your B2B technical support service with our Technical Support Health Check.
Scope
The operational review is based on our robust methodology first introduced in 2012. Our extensive list of over 100 areas of investigation include:
- People
- Processes
- Technology
- Strategic Plan
- Customer Interfaces
A full list is available on request.
The Process
The operational review is based on our robust methodology first introduced in 2012:
- You collect as much background documentation, performance metrics and other information on your operation as you can. Examples of what we review is detailed in the document below (we don't expect you to have everything).
- We analyse the information and create a holistic view of the organisation's performance using the balanced scorecard model.
- We conduct 360° face-to-face interviews, i.e., up and down the support hierarchy and across the corporation, involving each department that is either an internal customer or supplier of Technical Support, to confirm the findings from the data analysis.
- We conduct in-depth, telephone interviews with a selection of your key clients to get their true opinions of your service (optional).
A thirty minute conversation is all we need to be able to work out the scope of the review for maximum benefit. We can then produce a detailed Statement of Work and calculate the fees.
Are you interested in seeing what the report looks like? Click here and request a copy.