Conference Presentation

Funding the Transformation: Strategies and Tactics that Reduce the Total Cost to Serve

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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.

 

Presented By:

Vele Galovski

VP Research, Field Services, TSIA

Publish Date: October 17, 2016

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