eServices Consulting

Service Strategies provides a range of consulting services that will help you deliver exceptional online customer service and support. We have helped industry leading service providers re-engineer their online service and support operations to improve efficiency and drive world class levels of performance.

Online Technical Support Performance

Our methods leverage the latest research into online technical support services, social networking and online support communities. Along with input from your key stakeholders and customers, we will identify opportunities for improvement and drive the changes necessary to optimize your online services. In addition, we will align your processes with the industry leading Service Capability & Performance (SCP) eService Standard to ensure your success.

Our team of executive level service professionals each has over twenty years of industry experience covering eService, Technical Support, Field Service and Professional Service operations. Our consultants are experts at helping your organization manage the rapid change and complexities inherent to technology service and support operations. They have spent their careers running service operations and solving the complex problems that challenge the industry.

eService and Online Support Planning

Service Strategies can help you design an eservices program that will greatly improve business results. We will create a comprehensive plan for your online services that will lead your organization to the next level of performance. The plan will provide a roadmap to guide the development of your eService offerings and help eliminate the chaos that can result from poor planning.

We use our proven planning processes to ensure alignment with corporate objectives and industry standards. The strategic plan will allow you to prepare for and implement the strategies necessary to achieve your eservice goals and objectives.

Our Approach
Service Strategies consultants will facilitate meetings, conduct research, identify requirements and gather the necessary data to develop the eservice plan. We also create the planning documents and provide an executive presentation to communicate strategies to senior management and the staff. We will examine a number of areas including:

• Planning and Process:
  How well are the company’s business goals aligned to your current eservice offerings and delivery processes? We will review your online service delivery tools and processes and benchmark these against best practices defined in the SCP eService Standard.
• Usability and Design:
  We will examine your technology development process from needs analysis through metrics gathering. We will look at the tools you use, the staff that are engaged and the re-usability of the content. Service Strategies will also examine how customers leverage your online services, the ease of navigation and accessibility of the services, pinpointing whether your online support services are effective, engaging and appropriate for all client segments.
• Measures of Success:
  Understanding the performance of the eservice operation is imperative to your success. We will examine your current web-metrics, help determine if they are effective, provide analysis of the results and make recommendations for improvement.

Service Strategies consultants stay engaged to monitor changes and provide fine tuning and ongoing assistance to ensure continued success.

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