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Can You Entrust Your Services Partner With Your Demand Reduction Goals?
Posted by Srinivasa Rao, Head - Technical Support on Thursday, February 11th, 2010

In two of my previous posts, I briefly described two maturity models for technical support domain: "Operational Maturity Model" and "Engagement Maturity Model." This time around I will talk about how these maturity models are inter-connected and how the progress on operational maturity ladder depends on advancement along ...

Why do so Many KM Initiatives Fail in Technical Support (TS) Operations?
Posted by Srinivasa Rao, Head - Technical Support on Monday, November 30th, 2009

Knowledge management (KM) has enormous potential to improve operational efficiencies and customer satisfaction in a TS setup. But, far too many KM initiatives fail at various stages of implementation. Let us take a closer look at some of the reasons: Lack of organizational leadership to encourage collaborative culture: Effective implementation of ...

Engagement Maturity Model: How Do I Manage Relationship With My Partner?
Posted by Srinivasa Rao, Head - Technical Support on Tuesday, October 20th, 2009

In the last blog, I have talked about the two relationships that constitute the eco system of tech support service and the two models that govern these relationships: Operational and engagement maturity models. I have also briefly introduced the operational maturity model. In this blog, I ...

First Step of Transformation: Know the Maturity Level You Are At
Posted by Srinivasa Rao, Head - Technical Support on Tuesday, September 29th, 2009

Technical support is an operationally intensive function and it is easy to get overwhelmed with too many things that need to be addressed urgently. This makes tech support function a fertile ground for breeding crisis situations day in and day out, leading to many ad-hoc decisions. It is not uncommon ...

Debunking the SMB Myth about Technical Support
Posted by Srinivasa Rao, Head - Technical Support on Wednesday, September 16th, 2009

In the earlier blog we asked if SMBs can achieve "support nirvana" by retaining focus on its core business and on "shoestring budgets." As a matter of fact, most of the SMBs do not think about these questions, as they feel they do not need and/or cannot afford a full-time tech ...

Technical Support - SMB Challenges
Posted by Srinivasa Rao, Head - Technical Support on Friday, September 11th, 2009

Over the years, technical complexity of products and the ecosystem in which they operate have compounded tremendously. Products are increasingly becoming difficult to maintain and complex to support. As part of their evaluation process, customers are taking a critical look at the quality and depth of support provided by product ...

Leveraging Technical Support for Small and Medium Businesses (SMB)
Posted by Srinivasa Rao, Head - Technical Support on Monday, September 7th, 2009

Technical Support needs of Small and Medium Businesses (SMBs) are distinctively different from that of their larger counterparts. Product companies in the SMB segment face multiple challenges linked to the products, technical support, service delivery model, and choice of partners. A little bit of support will help these product companies ...