Transformation of Support Services

Offered to Support Services Members

This award recognizes the company that has transformed their Support Services organization to keep pace with industry digital transformation.

Overview: What You Did

Provide an overview of your Support transformation at a high level. Details* might include, among others:

  • Business challenges that led to the Support transformation
  • Timeline of transformation
  • Tools and automation used to facilitate the transformation
  • Examples of real-time engagement that delivers value to your customers
  • Use of analytics to automate support processes and drive in-depth insights
  • Implementation of next generation self-service functionality
  • Modification to the culture of your Support organization
  • New and differentiated focus on the Support employees
  • Delivering omnichannel, including channels such as social, mobile, video, etc.
  • Efficiencies that have resulted in reduced customer effort
  • Implementation of a mature knowledge management model
  • Lessons learned. What would you do differently next time? What can others learn from your journey?

Business Impact: How This Transformation Has Helped Your Company

Describe how your transformation has impacted business outcomes for your company. Provide supporting metrics*, such as:

  • Customer loyalty scores
  • Customer churn, renewal, and upsell metrics
  • Efficiencies in common support services business processes (case management, knowledge capture, resource management, etc.)
  • Cost savings
  • Improved gross margin metrics
  • Overall company revenue and support revenue growth
  • Measures of employee performance (productivity, satisfaction, attrition, etc.)

Customer Impact: How This Transformation Has Helped Your Customers

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

  • Customer satisfaction and loyalty scores
  • Customer effort scores
  • Improvements in the delivery of support services
  • 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

Employee Impact: How This Transformation Has Helped Your Employees

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

  • Employee satisfaction scores
  • Support Services employee attrition
  • Support Services employee retention
  • Support Services employee serviceability suggestions

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.