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Support Services sometimes report under the Engineering organization and sometimes under the Services organization, but regardless of the structure, the collaboration between the Engineering and Support teams at all levels is critical to the success of an organization’s customers. Support often represents one of the first touch-points with the customer, while Engineering focuses on developing and fixing certain complex product issues. While it may sound obvious to realize that these two organizations need to be extremely aligned, it may be naive to think that they always are. To increase CSAT, intentional efforts are required to ensure that both organizations speak and understand each other at all levels. By creating joint KPIS for bug triaging and solving, and through fixed cadences to review key technical challenges, both organizations can remove organizational silos and set clear expectations with customers. Establishing customer focus awards for Engineers nominated by Support and jointly addressing CSAT feedback foster the development of a customer mindset; by organizing customer meetings with Engineering, the voice of the customer is directly listened to by those who actually develop the product and by jointly brainstorming on common customer challenges teams can reduce silos and value their own idiosyncrasies.
Head of Customer Success and Services, Chronicle, Google
Publish Date: May 6, 2021
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.