Use the individual resources below or let ServiceXRG accelerate service optimization with one of our comprehensive Outcome Plans. Learn More…
Assessments
Service Delivery Capabilities
Get instant feedback about your current service delivery capabilities
Workshops
Service Delivery Excellence
Full and half-day workshops to help you and your team define and achieve service delivery excellence
Coaching
Live Expert Assistance
Let us provide live one-on-one expert guidance. Get started with a complimentary coaching session
Research
Playbooks and Research
Access our Playbooks and latest research for step-by-step guidance, best practices, and performance benchmarks
Service Delivery Best Practices
Serving customers is an essential element of Customer Success, however, this does not equate simply to handling support cases. To serve customers optimally you must: assure that any issues that can be avoided are avoided; you enable self-sufficiency by providing the knowledge, training and resources customers need to help themselves; and when required, you provide expert assistance within expected service levels. Successful service activities must include the following:
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A concerted effort to prevent issues before they occur.
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The ability to enforce entitlement and assure delivery of promised services.
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Proactive capabilities to identify and mitigate issues before they impact customers.
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A formal process to enable customers with training, best practices, self-help knowledge and other resources.
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Services that help customers to adopt and apply products successfully.
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Tools and procedures to resolve issues efficiency and to set and maintain clear expectations about the activities and timeframe to close cases.
Playbooks
The Journey from Support to Customer Success
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The State of Knowledge Management
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First Contact Resolution
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Customer Success Operating Model
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Assessments
Customer Success Health Assessment
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Service Renewal Assessment
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Customer Success Management
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Workshops
ServiceXRG offers full and half-day Customer Success Workshops. Choose from the topics below or contact us and we will work with you to customize a workshop for you and your team. Contact us for pricing and availability.
Building Customer Self Sufficiency
Helping customers to help themselves is one of the most powerful and cost-effective ways to deliver services. This workshop will review best practices for customer enablement including self-help strategies; web-portals; customer communities; customer training and knowledge transfer.
Entitlement Enforcement
No one likes to say no, yet entitlement enforcement is essential. By effectively managing entitlements, Support and Success teams can assure delivery of promised services and minimize the likelihood that customers do not get more than they have paid for. This workshop introduces strategies and practices for defining and enforcing service entitlements.
First Contact Resolution
This workshop provides and in-depth look at one of the most important service delivery metrics – First Contact Resolution. We will review the concepts, measurement strategies and practices required to define, measure, and improve first contact resolution.
Case Management
Case management is the costliest and most time-consuming activity for a Support organization. The efficiency by which Support manages cases will have a profound impact on the cost of service delivery and the satisfaction customers express about their service and overall product ownership experience. This workshop introduces the essential practices, performance metrics, roles, and tool necessary to optimize case management and resolution.
Driving Adoption
Helping customers use and apply your product is essential to long term customer relationships. This workshop with introduce the strategies, practices, and measures of success for effective onboarding programs.
Proactive Services
Proactive services offer a means to increase customer satisfaction and lower service delivery costs. This workshop introduces proactive service initiatives including product supportability, system monitoring and alerting, and customer skills development.