Having grown through acquisition over the past several years, the management team at Progress Software recognized that the global support organization had become somewhat fragmented in terms of service execution, delivery methods and business systems. In an effort to address this issue, and pursue their goal of enhancing support quality and effectiveness, the management team sought to unify the organization, drive process consistency and integrate industry best practices.
“As the organization grew through acquisitions, we started to experience a lack of consistency across products and geographies,” said Carol Esau, vice president of Global Support at Progress Software. “While customers viewed us as caring and helpful, as reflected in our positive customer satisfaction ratings, they saw us as a collection of companies rather than an integrated, global support organization.”
To achieve their goals, management recognized the need to identify a set of standards that would guide the organization and provide a measure by which to gauge success. Simplifying processes, ensuring their disciplined execution, and identifying best practices would be critical. In addition, agreeing on the philosophies, approach and delivery methods that would be used throughout the global organization were a key objective for Progress.
• Unify the global support organization
• Create greater operational efficiencies
• Drive greater process consistency
• Integrate industry best practices
To address the challenges they faced, Progress began looking for a set of service standards that could provide the framework for success. Through their investigations, Progress learned that the Service Capability & Performance (SCP) Standards are designed specifically to improve the quality and effectiveness of service and support operations. Progress felt that the SCP Standards could be the roadmap that would focus the organization, provide a disciplined approach to continuous improvement and help them achieve their goals.
• Unified the global support organization and created a new level of process consistency
• Achieved customer satisfaction ratings approaching 95% worldwide
• Realized a 300% improvement in synchronous response times for support interactions
• Significantly improved overall resolution time per case across all products
“Before adopting the standards, we researched Service Strategies and visited companies who were certified under the SCP Standards,” said Cathy Galica, director of Global Support at Progress Software. “We found that many companies we admired were successfully using the program and had achieved the kind of results we were looking for. This was a major factor in selecting the SCP Standards as our improvement framework.”
Learn how Progress Software met the challenge and significantly enhanced the support experience for their customers, while improving customer satisfaction and operational efficiency. Get the Case Study