Service Support
Many services businesses, particularly in the technology area, provide after implementation support services. These services are paid for by clients who are looking for peace of mind and service assurance in case something goes wrong.
These services are backed up by contracted commitments with regards to response and resolution of issues that are identified by either the client or by the service provider if they are actively engaged in managing the environment. The commitments are based often on SLA’s (service level agreements).
Essentially a commitment by the service provider to fix issues within a specific timeframe.
But often these service level agreements are put in place without the consideration of what is actually required to deliver them. Clients demand certain service levels and service providers accept them, often worrying about how they will deliver them after the deal is signed.
In order to deliver a service level at a very basic level, a service provider needs to allow for;
- A mechanism to receive service requests or issues from the client.
- A method of recording and tracking progress of the requests/issues.
- Bandwidth within the business resources to deliver a reliable support service while continuing with the delivery of current and future projects.
- A method of reporting back to the client.
- Time to sit in front of the client to review the service.
- The ability to spend time delivering service improvements where there are identified gaps.
This all costs. But it is usually a requirement to get the business in the first place. Under delivering in this area is commonplace leading to frustration on the side of the client and inevitable increases in costs on the part of the service provider.
In the current climate, with the level of competition out there, after-care and service support is a way of enhancing value proposition to the client.
I just want the basics. To ring the provider and to get my issue fixed as quickly as possible. Nothing more, nothing less.
I’ve often heard, or indeed expressed, this view over time (or variations of it). Can the service provider please just get the basics right. Expectation is low!
Those who do the basics plus that little bit more can really make an impression. Putting the mechanisms in place to do this from the off-set can only help rather than leaving it to chance.
What has your experience of after-care been with your service providers? Or if you are a service provider, what do you do to differentiate yourselves?
Photo: Eastlothian
