To enable the requisite investments in new capabilities and structures for profitable XaaS, organizations have to supercharge their productivity efforts to fund the transformation. Shifting work from high-cost, on-site incidents to lower-cost, assisted and unassisted support channels reduces the total cost to serve customers. In this power hour, we provide a holistic view of the task at hand, including:
- Cost per Incident
- Productivity Service Channel Optimization
- Depot Repair Returns Cycle Time
A business transformation case study is presented that incorporates these strategies and tactics to reduce total service delivery costs that can be used to fund the transformation.