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Setting Priorities for Tech SupportBill Rose, VP Services Research, TSIA

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1AgendaWhy set priorities?DefinitionsTSIA Benchmark dataThe Missing priorityDevelop a plan

2Why Set Priorities?Not all customers are equalNot all customer issues are equalApply resources to the right placeResolve the big issues fasterUnderstand what causes all of the little issuesManage everything in between

3Common Priority DefinitionsPriority or Severity of customer issueImpact to the customer is the determining factorLowest is HighestThree or four priorities is enoughP1/S1 System downP2/S2 Severe limitations in functionalityP3/S3 Questions, How To, Install &ConfigP4/S4 Everything else

4TSIA benchmark DataOver 300 completed surveysEnterprise & Consumer software, Enterprise & Consumer hardware, Telecom, Med tech, etc.Industry data is aggregated Over 60% of all tech support calls are P3 & P4Over 60% of these companies have High Complexity productsResponse time is 15 minutes by phone, 90 minutes by web, and over 2 hours by email

5The Missing PriorityEverything we talked about is technical priorityThere are some customer issues that are not created by technical problemsSome customers are At Risk for non-technical reasonsSales Impact our ability to keep customers & sell them more products

6Develop the Priority PlanAdd Sales Impact (SI) to you priority planSI1 Great potential to lose this customerSI2 Some potential to lose this customerSI3 No potential lose of this customerSample open cases to determine validity of your priority schemePut cases in their proper priorityManage service levels to all priorities

7Want to Know More About Setting Priorities For Tech Support?Contact Bill Rose, Bill.Rose@TSIA.com

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