Our Consultants are executive level service professionals with twenty or more years of industry experience covering Support, eService, Field Service and Professional operations. They are experts at helping your organization manage the rapid change and complexities inherent to technology services. They have spent their careers running service operations and solving the complex problems that challenge the industry.
Assessment Methodology
Our proven assessment methodology leverages a four step process that includes interviews and roundtables with key executives and individual contributors, discussions and site visits with strategic customers, service process observation and review and best practice comparison to align your processes with industry standards.
Assessment Deliverables
Our Service Business Assessment includes a number of deliverables that will help your organization take the next step towards world class performance, including:
- Comprehensive Assessment Report and Executive Presentation
- Analysis of Strengths, Weaknesses, Opportunities and Threats
- Benchmark against Industry Leading SCP Standards
- Roadmap for Implementing Recommendations
Support Assessment
Service Strategies’ Support Assessment provides a comprehensive business review, including detailed examination of the following areas:
- Strategies and plans
- Organizational structure
- Customer satisfaction processes
- Service delivery processes
- Performance measurements
- Staff training and career planning
- Support systems and tools
- And more…
The assessment will provide honest feedback on the overall performance of the Support operation, identify performance gaps and provide specific recommendations on the changes necessary to correct operational deficiencies.
Recommendations are prioritized based on their importance to the business as well as impact on customer satisfaction. The resulting assessment report offers a no-nonsense Call to Action justification that will help build executive support and secure the funding needed to make critical changes to the business.
Learn MoreField Service Assessment
Service Strategies’ Field Service Assessment provides a comprehensive business review, including detailed examination of the following areas:
- Strategies and Plans
- Organizational Structure
- Customer Satisfaction Processes
- On-Site Service Delivery Processes
- Performance Measurements
- Field Resource Utilization
- Parts Logistics and Management
- And more…
The assessment will provide honest feedback on the overall performance of the Field Service operation, identify performance gaps and provide specific recommendations on the changes necessary to correct operational deficiencies.
Recommendations are prioritized based on their importance to the business as well as impact on customer satisfaction. The resulting assessment report offers a no-nonsense Call to Action justification that will help build executive support and secure the funding needed to make critical changes to the business.
Learn MoreProfessional Services Assessment
Service Strategies’ Professional Services Assessment provides a comprehensive business review, including detailed examination of the following areas:
- Strategies and Plans
- Organizational Structure
- Customer Satisfaction Processes
- Service Engagement and Delivery Processes
- Performance Measurements
- Consultant Utilization
- And more…
The assessment will provide honest feedback on the overall performance of the Professional Services operation, identify performance gaps and provide specific recommendations on the changes necessary to correct operational deficiencies.
Recommendations are prioritized based on their importance to the business as well as impact on customer satisfaction. The resulting assessment report offers a no-nonsense Call to Action justification that will help build executive support and secure the funding needed to make critical changes to the business.
Learn MoreCompare to “World Class Service”
There is tremendous value in understanding how your Professional Services operation compares to other companies, particularly those with a reputation for delivering “World Class Service.” Our assessment process includes comparative reporting against the world renowned Service Capability & Performance (SCP) Standards. The results from your assessment are aligned against the major criteria defined in the SCP Professional Service Standard to provide an additional benchmark of performance against the broader service industry.
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