New Research Highlights Global Support Practices in the Technology Sector
Service Strategies recently conducted a research study to understand the use of Global Support models and to identify key trends for Follow the Sun support offerings. The study includes the feedback of over 130 respondents from technology services organizations that provide global support to their customers. We are pleased to offer this Complimentary Research Report to our community.
The report highlights findings such as:
- 68% of respondents deliver Follow the Sun or continuous effort support.
- 25% of the respondents reported that Follow the Sun cases make 2 to 3 “hops” before being resolved.
- Many companies lack efficient case turnover, ownership and reporting processes necessary for global support effectiveness.
Visit our LinkedIn Group to post a question or comment about your Global Support practices.