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. The report highlights findings such as:
- A full 68% of survey respondents currently deliver Follow the Sun or continuous effort support to their customers.
- Approximately 25% of the respondents reported that Follow the Sun cases move between regions or shifts an average of 2 to 3 times before they are resolved.
- Many companies lack efficient case turnover, ownership and reporting processes necessary for global support effectiveness.
Service Strategies is pleased to offer this Complimentary Research Report to our community. Visit our LinkedIn Group to post a question or comment about your Global Support practices. Enjoy the report
|