Doing more with less is a relentless task master for service delivery organizations everywhere. Shifting work from high-cost on-site incidents to lower-cost assisted and unassisted support channels can reduce the total cost to serve customers. In this paper, we introduce the TSIA Service Delivery Channel Optimization Framework that illustrates a holistic view of the task at hand, including:
- Cost per Incident Productivity
- Service Channel Optimization
- Depot Repair
- Returns Cycle Time
The development of strategies and tactics is illustrated through a practical example of how a representative member utilized the framework to reduce their total service delivery costs. A list of potential tactics are identified noting existing TSIA research where members can find additional information to support their business transformation efforts.