Services

Improving Customer Support

How well you resolve customer issues can be the critical differentiator in customer retention and profitability. Your customers expect immediate, correct and complete support for their problems; you should expect nothing less from your customer support organization for incident and problem management.

ASG helps Customer Support Organizations save time, money and effort by:

  1. Improving customer satisfaction
  2. Decreasing time to resolution
  3. Improving data gathering
  4. Lowering incident and problem management costs
  5. Improving Knowledge Management
  6. Implementing ITIL processes
  7. Implementing KCS processes

The ASG Root Cause Analysis and Decision Analysis processes create a foundation for customer support functions to enhance the skills of support engineers and streamline the business processes that solve customer problems quickly and efficiently. ASG's methods are independent of your technology, service or product. We help support engineers work better individually and with each other, their available resources, and their clients.

ASG works with support leadership and engineers to define and implement the changes required to improve the business. This includes Support Strategy formulation and implementation. We also provide consulting and training programs based on specific support organization needs. In this way, we focus on the specific areas for improvement and maximize engineers' focus on their job.