CUSTOMER REQUEST SEGMENTATION

Stephen Buyze

President

PSA FINDINGS &

SUGGESTIONS

IMPROVEMENTS

SLA AUTOMATION

A. TECHNICIAN & SERVICE

COORDINATOR DASHBOARD BUILDS &

OVERVIEW TRAINING

B. CASCADING CONTRACT AUTOMATION

CASCADING CONTRACT

AUTOMATION

IT SERVICE DELIVERY FOUNDATIONAL ROADMAP

1. Answers the Question “What do I work onnext” Automatically.2. Treats All Customers fairly and inkeeping with their contractual relationship with the Company. a. No more squeaky wheels going to thefront of the lineb. No more Medium-Low priorities gettingdropped3. Owners are sleeping well at night,knowing in quantifiable terms that Customer's needs and requests arebeing met.

www.agmspcoaching.com - 207.939.6861 - info@agmspcoaching.com

"Stephen’s analytical approach to Autotask’s data has improved the core engineering break/fix experience and successful responses."

-Adrian W.

The purpose of investing in new PSAFindings and Suggestions is :

1. Start building the Service Delivery foundation from the ground up

2. AGMSPC will make the simple changes

and verify they are correct before moving into the project work

3. Take time for the conversations

needed, so {ClientCompanyName} understands

the implications of the recommended changes.

1 2

3 4

5

CUSTOMER-FACING COMMUNICATIONS

PROTOCOL BUILD

The purpose of investing in newCustomer Request Segmentation is :

1. Dividing Customer Requests into separate workflows so each

workflow can be benchmarked, tracked, and improved

2. Use the underutilized Priority field to divided Customers requests

into the proper workflow

3. Sets up the Service Delivery operation for a Divide and Conquer

Optimization process

The purpose of investing in SLA

Configurations and Automation is:

The purpose of investing in

Customer-Facing communications protocols is:

1. Motivates the Support Team to follow a consistent

engagement/disengagement process: including Real-Time Time Entry

2. To provide a better Customer experience which

a. Starts with a clear message as to why they are receiving the notification

b. Leads to a more positive deeper relationship

3. To provide a Partnership Opportunity with the Customer by:

a. Keeping them in the know

b. Keeping Support Team documentation up to date

4. More enjoyable forward-focused conversations with the Customer rather than

back peddling and responding with “I will need to look into that.”

The purpose of investing in new Technician and Service Coordinator

dashboards is:

1. Communicating and holding Techs and Service Coordinator’s accountable for

what they should be working on next

2. Maintaining the tremendous collaborative rewarding, energizing working

environment, the Company was founded on, especially when it comes to

providing an excellent experience for the Customers

3. Freeing Owners and Managers up to focus on sales and growing the Company

6

To streamline the invoicing process from engagement1.

thru invoicing

a. Techs only need to update a single field, “Work

Type.”

b. The correct contract and invoice line items are

properly applied to each work entry

2. Shifts burden of Invoice Quality from the Support Team

to the PSA software

a. Improves the “Fairness” of Accounts Receivables

b. Reduces the time Sales, Accounting and Support Team

spend fixing invoices

3. {ClientCompanyName} feelings towards the

Customers is lifted, knowing the invoicing is accurate and fair based on

their contractual relationship with you as their preferred Service Provider

The purpose of investing in Cascading

Contract Automation is three-fold:

The purpose of investing in new Customer-Facing Communications

Rollout is, after completion of the build project:

1. To introduce the new look and communications automation in such a way that it

eases the Company thru the transition period, allowing adjustments along the way

2. For the Support Team to get used to the new Communications Protocol process

first before rolling out to Customers

3. To introduce the new notifications to a small group of Customer and listen for

their feedback before going live to all Customers

4. To introduce the new notifications to all Customers a few at a time so as not to

overwhelm them with the new look and feel