Benefits And Return On Investment

While people skills dramatically impact service center optimization, a number of other critical elements are key to fine tuning support organizations into high performing teams. Because thoroughness is critical in maximizing long-term benefits and return on investment, Flagship utilizes a holistic approach encompassing the entire organization, including for example:

Human Resources: Faltering teams often exhibit people and people management weaknesses that reduce performance and diminish the customer experience. However, optimization projects that only focus on the people ignore critical deterrents, which often manifest the staffing issues or might be the root cause of other significant problems. For example, inadequate tools, such as the service desk applications, hinder the service representatives performing their jobs, and those tools might not provide adequate insight into opportunities to improve.

Product Quality: Even the best teams struggle to provide consistent support of low quality products. With a double pronged impact, customer satisfaction typically decays with product quality, and as competitive advantage wanes. Defects and lack of functionality, in supported products, challenge even the skilled service representatives.

Tool Quality: Likewise, inadequate tools that hinder teams from accomplishing tasks always impact performance. CA Technologies Server Desk Manager 12.7, Interval Internationals primary service tool, is remarkably complete, but also extremely complex and costly . Even though SDM is highly capable, customers along with review organizations, such as Gartner, frequently consider SDM uncompetitive. Offered as a total solution, customers complain that SDM is complex and expensive, especially when customiz...

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...aintaining its service center and high performing teams.

5. After finalizing the road map and architectures, Flagship will assist you in deploying the required enhancements. Regardless if those changes include creating real-time management dashboards, implementing systems, automating processes, swapping tooling or reorganizing staff, our team will partner to ensure optimal results.

These exhaustive steps ascertain the study and its results generate substantial ROI, and provide Interval International an actionable program that is widely and easily adopted. Together, we will understand and eliminate each of the root causes of defects and waste that limit the team 's ability to succeed, while avoiding preconceived and often erroneous notions. Finally, this model produces results that are sustainable and supported with tools that avoid falling back into old habits.