Projects at Work

Reinventing Tech Support

Many organizations view technical support as a cost that must be borne and little else. It receives very low budget priority and is a perpetual source of customer complaints. But a well managed reorganization of the technical support department can turn it into a valuable customer retention tool. Here’s how one company did just that.


One of the largest and most significant projects I have ever had to undertake was redesigning my technical support team. I have managed this team for seven years, and when I first began, we were hemorrhaging angry customers. As my training and experience was not in this area, I asked both the CEO and Vice President of Sales what they wanted me to achieve. One of them said, “I’m tired of getting yelled at by customers for lousy support.” The other said, “I’m tired of seeing salespeople do technical support instead of selling.”
 
With that, I was able to craft a winning plan. In retrospect, I can see things that should have been done sooner as well as…


Please login or register below to read the rest of the article

Subscribers login here:

OR

OR

Not a subscriber yet? Sign up here:

    You must have JavaScript and cookies enabled to use this website. Please enable javascript and refresh this page.
    How do I enable JavaScript in my browser? | How do I enable cookies in my browser?
  • First Name
    Last Name
  • Choose a password (at least 4 characters)
    Confirm your password
  • ProjectsAtWork is accredited under Return Path's Sender Score Certified™ Program. The Sender Score Certified Program helps to increase successful email delivery by requiring senders to adhere to a set of specific email standards. For more information, please see www.senderscorecertified.com.
  • please enter the text below:
  • You must have JavaScript and cookies enabled to use this website. Please enable javascript and refresh this page.
    How do I enable JavaScript in my browser? | How do I enable cookies in my browser?

ADVERTISEMENT

RELATED ARTICLES


RELATED COMPARISONS


IN PARTNERSHIP WITH:


SPONSORS

EVENTS

Dave G: "Timing is everything. Today's Dilbert: http://dilbert.com/strips/2014-09-23/" on Active Coping
September 23, 2014

Jim B: "Ms Pratch, thank you for a wonderfully articulated understanding of the integrat…" on Active Coping
September 23, 2014

Denise A: "Best practice #6 assumes that the regulating body has not set an effective date,…" on Regulatory Projects: 6 Best Practices
September 22, 2014

Andrea B: "Right on, Andy! The conversation around life-work balance needs to get real. A…" on The Extra Hours Trap
September 22, 2014

 

TOP CONTRIBUTORS

Dave Prior

Agile Consultant, BigVisible Solutions
Dave Prior, PMP, CST, MBA is an Agile Consultant for BigVisible where he…

Bart Gerardi

Sr. Technical Program Manager, Amazon.com
Bart has been an ecommerce program manager for 15 years, and can’t…

Andy Jordan

President, Roffensian Consulting Inc.
Andy Jordan is a well known author and speaker on project management and…

Vicki Wrona

President, Forward Momentum, LLC
Vicki Wrona is the founder and President of Forward Momentum, a PMI Regi…

Janis Rizzuto

Contributing Editor, ProjectsAtWork
Janis has been writing for ProjectsAtWork for more than a decade, starti…

Aaron Smith

Editorial Director, ProjectsAtWork.com
Aaron has been the editor of ProjectsAtWork since 2001, leading its evol…

BLOGS

DPM Radio Interview: Dave Prior

Posted by Brett Harned

Welcome to another episode of DPM Radio. Beloved Projects at Work author and Agile Shepherd Dave Pior is our guest this time. He’ll be speaking at the Digital PM Summit in Austin this October...
Posted in: The Digital PM


TOOLS & TRAINING

project management software
     

Mavenlink provides powerful software and services to help organizations conduct business online. Our software combines advanced project management, resource planning, collaboration, and financial tools.

project management software
     

Clarizen is a pure SaaS-based work execution platform that goes beyond project management, giving organizations a unified environment to get the right work done, faster. Clarizen gives you a comprehensive set of tools for managing projects, tasks.

project management software
     

Changepoint helps businesses gain competitive advantage and increase profitability through complete portfolio visibility, planning insight, process automation, and improved resource utilization throughout a customer’s lifecycle. Changepoint’s busine

project management software
     

Sciforma provides a flexible and easy to use Enterprise Project and Portfolio Management software solution for industries and companies of all sizes.

ADVERTISEMENTS