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PRODUCTS WE COVER
Customer Support (Global)
Great customer service is usually highlighted by global carriers and IT service providers alike, with an emphasis on the number of customer support people in the company, the number of customer support centres and their main locations, and a customer satisfaction score (which always seems to be a little higher than last year). However, these customer satisfaction studies are conducted by hired polling specialists that rarely use externally verifiable metrics or methodologies.
This is fine for internal performance assessments and improvement programs, but it is not very useful for any external evaluations. In the marketing departments of service providers, everyone agrees that customer satisfaction is very important, but transparency is not very forthcoming. On the enterprise customer side, we rarely hear about extraordinary service and support; we usually hear about the shortcomings of customer support and the occasions where installations or change management went horribly wrong.
The Current Analysis coverage of Customer Support services takes a look behind the curtain to get a 360-degree view of what it takes as a global Tier 1 service provider to meet the demands of multinational enterprises.
Product Assessment reports from Current Analysis provide a timely and in-depth evaluation on how leading products and services in a market measure up to their competition. They deliver an objective and un-biased look at a product's strengths and weaknesses, and relevant product metrics. Compare selected products with side-by-side listings of product metrics and other factors, with a focus on actionable intelligence.
Subscription clients can access Product Assessment reports on our CurrentCOMPETE™ Intelligence Portal (See Client Access links below). They get real-time analysis of breaking industry news and events, as well as intelligence reports on companies, products, and markets. Click here to request more information. |
| AVAILABLE PRODUCT ASSESSMENTS |
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BT Global Services Global Customer Support and Customer Portal |
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| BT Global Services’ customer support excels in global deployment, focusing on standardized best-practice processes and getting it right the first time. However, the converged customer portal is undergoing heavy changes over the coming 18 months. (5/3/2012) |
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Fujitsu Global Customer Support and Customer Portal |
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| Fujitsu offers a strong but traditional global customer support desk function. It has only very recently begun to integrate its FSC customer portal with its global services suite, after widespread customer demand for more self-service options. (5/3/2012) |
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Orange Business Services Global Customer Support and Customer Portal |
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| Orange Business Services has built an impressive global customer support organisation with demonstrated failover and business continuity resilience. However, its customer satisfaction measurements are proprietary and not comparable. (6/3/2011) |
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Verizon Business Global Customer Support and Customer Portal |
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| Verizon Business has 70+ data centres in 12 countries providing support in 10 languages, all tightly integrated with its VEC customer portal. However, ongoing support centre consolidation and staff reductions raise performance questions. (6/3/2011) |
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| PRODUCT ASSESSMENT REPORT CONTENTS |
Sections
- Current Analysis Perspective
- Product Strengths & Weaknesses
- Product Metrics
Customer Support Product Metrics
- Customer Support Organization
- Rating
- Number of Support Personnel Employed
- The Types of Certifications Staff Members Hold
- Support Centers, Locations & Capabilities
- SPOC Capabilities
- Satisfaction Surveys
- The Use of ITIL v3 Framework For Incident & Problem Mgmt
- The Number of Languages Supported in Total Across All Centers
- Service Levels & KPIs
- Rating
- How Many Customer Service Levels Are Provided
- The Availability of Dedicated Service Desks for Major Customers
- The Defined Severity Escalation Levels
- KPIs for Response and Repair
- Customer Support KPI Measurements
- Internal KPIs
- Customer Portal Accessibility
- Rating
- Multi-language Capability
- User Authentication Options
- At-a-glance Dashboard
- Customer Portal Integration
- Rating
- Single/Multiple Customer Portal Strategy
- Integration with Customer Call Centers and Support Functions
- Ability to Interface with/Import Data from 3rd Party Platforms
- eBonding with Customer Site
- Ability to Export Data
- Social Networking
- Chat/Conferencing Options with Support Staff
- Customer Portal Configuration
- Rating
- MAC (moves, adds, changes)
- Adjustable Widgets
- Policy Configuration
- Specific Cloud Service Functions
- Trouble Ticketing - Raising, Status and Stats
- Analysis & Testing
- Rating
- Data Analytics
- BI Analytics
- Inventory Management
- Reporting Capabilities
- Rating
- Performance Management
- Reporting in Customer Specific Format
- Generate Compliance Reports
- Product & Price Catalog
- Near Real-time Service Usage Levels/Charges
- Support Document Library
- Invoicing
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