A global network infrastructure solutions provider.

A Delivery Organization was tasked with implementing a single, internationally integrated systems support process. Without a single standardized process for handling customer support issues, the quality and efficiency of support response varied widely.

Communications network equipment is extremely complex and very expensive. When a customer calls with a serious technical issue, and a low-level customer support representative cannot answer the problem, the customer problem is escalated to a higher paid, more experienced, higher cost support engineer.

"We had an unclear definition of roles and responsibilities, little formal process definition and supporting documentation, informal service level agreements, no consistent measure of customer satisfaction, informal support staff training with little process documentation, no process standardization between different support sites, regions operating as a group of teams more than a single team, no central database to show predefined solutions and workarounds, not enough information captured at the first point of contact, multiple call management systems, and a lack of an integrated progress tracking system."

A database of more than 400 Knowledge Genes^® was created to capture and share the critical thinking involved in the process of customer problem resolution.

Phase 1 - Capturing the knowledge & processes currently deployed by the North American and European support operations

Phase 2 - Consolidate these processes in order to produce the optimal, global solution, training and implementation of the global solution

Phase 3 - Implement integrated systems (i.e. call management, problem management, knowledge tools) to construct the consolidated support process.

Deployment of a common support process enabled the move of Europe 1st and 2nd level support to Call Management Organization, resulting in standardized Call Management, standardized Service Level Metrics, and great cost efficiencies.

"In three months, we received a 154% payback on our investment in Knowledge Genes^®, and a 400% improvement in call statistics for the speed of response and delivery of solution."

"By providing a clear definition of roles and responsibilities, Knowledge Genes^® enables formal process definition, clearly defining the hand-off process. We formalized and aligned process documentation to support staff training. It also enabled the standardization of processes between different support sites. Regions now operate as a single team rather than as group of teams."

"All this enables us to capture enough information at the first point of contact to help our front-line reps resolve 400% more calls first time around, this enables our specialists to concentrate on much higher value tasks."

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