Best Practices in Support Services

Offered to Support Services Members

This award recognizes the company that has embraced best practices in people, process, and/or technology to increase productivity, service levels, or customer-centric measurements, increase problem avoidance, or effectively handle more interactions using unassisted and assisted channels.

Overview: What You Did

Provide an overview of your best practice(s) at a high level. Details* might include, among others:

  • Business or customer challenges that led to addition or revision of best practice(s)
  • Programs that were created to drive customer value
  • Delivery of differentiated support services
  • New or modified partner management programs
  • Before and after process flows in problem detection and resolution, incident handling and escalation, and knowledge capture and publishing
  • Processes or tools to enable communication and knowledge sharing with customers
  • Soft skills or other training programs that staff were required to complete
  • Unique practices for hiring, training, scheduling, monitoring and coaching
  • Incentives for employees to encourage and reward desired business behaviors
  • Organizational change management issues
  • The role of technology in areas such as emerging support channels, personalized, proactive interactions across channels, intelligent searching, agent and self-service diagnostics, or preemptive service delivery
  • Roadblocks or challenges faced, and how you overcame them
  • Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How This Best Practice Has Helped Your Company

Describe how your best practices have impacted business outcomes for your company. Provide supporting metrics*, such as:

  • Customer effort and loyalty scores
  • Churn and renewal metrics
  • Efficiencies in common support services business processes (case management, knowledge capture, resource management, etc.)
  • Cost savings
  • Return on investment(s)
  • Improved gross margin and/or financial performance metrics
  • Overall company revenue and support revenue growth
  • Measures of employee performance (productivity, satisfaction, attrition, etc.)

Customer Impact: How This Best Practice Has Helped Your Customers

Detail how your best practices have positively impacted your customers. Provide supporting evidence*, such as:

  • Customer centered metrics including customer effort, satisfaction, and loyalty scores
  • Improvements in the delivery of support services (reduced downtime, response time, resolution time, proactive support, etc.)
  • Improvements in the creation and delivery of new products and/or product enhancements
  • Metrics related to adoption and consumption of products/services
  • Impact on your customers’ businesses and/or on their customers (e.g., improved ability to respond to their customers’ requests, enhanced operational efficiency, inventory reductions, etc.)
  • Customer testimonials

Judging Criteria

Your application will be judged on the following criteria:

  • The Pacesetter Factor of Your Application: Is your application based on a compelling “best practice” and/or is it truly “innovative” in today’s technology industry?
  • Business Impact: How has this helped your company?
  • Customer Impact: How has this helped your customers?
  • The Cohesiveness of Your Application: Is there a single, end-to-end narrative that is easy to follow and supported by good examples and/or data? (i.e., business challenges, inception, creation, implementation, adoption, measurement, expansion, process, results, lessons learned, future projections)
  • The Effectiveness of Your Metrics: Do the metrics that you included adequately support the story that you are telling and are they organized and presented well?

* These are suggestions only, provided to give an idea as to the appropriate type and level of detail. This is not a comprehensive list nor intended to limit your response in any way.