Until Support can prove its strategic value, it will always be treated as a cost – and expected to do more, with less.
The Support Contribution Index
The Support Contribution Index (SCI) is a method to help Support leaders quantify the value of Support by connecting the level of Support effort to tangible business outcomes.
Key Characteristics of SCI:
- Outcome-Based – SCI evaluates how support activities influence outcomes that drive business success.
- Contextualized by Intent – Each support engagement is evaluated based on its specific objective (e.g. issue resolution, onboarding, adoption), so only relevant outcomes are measured.
- Weighted for Strategic Importance – Outcomes are weighted based on the impact of the engagement and the strategic value of accounts served.
- Multi-Dimensional – SCI allows for mixed results—an engagement might positively impact retention but have no effect (or even a negative one) on efficiency.
The same level of support effort can produce vastly different results depending on how well it aligns to what customers and the business need. SCI helps expose and optimize that alignment.
SCI drives strategic alignment of support effort to business outcomes
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