2. Setting Priorities for Tech Support Bill Rose, VP Services Research, TSIA This is an Audio PowerPoint Presentation View in Slide Show and turn up the volume

3. Agenda Why set priorities? Definitions TSIA Benchmark data The “Missing” priority Develop a plan

4. Why Set Priorities? Not all customers are equal Not all customer issues are equal Apply resources to the right place Resolve the “big” issues faster Understand what causes all of the “little” issues Manage everything in between

5. Common Priority Definitions Priority or Severity of customer issue Impact to the customer is the determining factor Lowest is Highest Three or four priorities is enough P1/S1 – System down P2/S2 – Severe limitations in functionality P3/S3 – Questions, How To, Install &Config P4/S4 – Everything else

6. TSIA benchmark Data Over 300 completed surveys Enterprise & Consumer software, Enterprise & Consumer hardware, Telecom, Med tech, etc. Industry data is aggregated Over 60% of all tech support calls are P3 & P4 Over 60% of these companies have “High Complexity” products Response time is 15 minutes by phone, 90 minutes by web, and over 2 hours by email

7. The “Missing” Priority Everything we talked about is “technical” priority There are some customer issues that are not created by technical problems Some customers are “At Risk” for non-technical reasons Sales Impact – our ability to keep customers & sell them more products

8. Develop the Priority Plan Add “Sales Impact (SI)” to you priority plan SI1 – Great potential to lose this customer SI2 – Some potential to lose this customer SI3 – No potential lose of this customer Sample open cases to determine validity of your priority scheme Put cases in their proper priority Manage service levels to all priorities

9. Want to Know More About Setting Priorities For Tech Support? Contact Bill Rose, Bill.Rose@TSIA.comBill.Rose@TSIA.com Blog http://supportsense.wordpress.com/