3.5 Taking an end-to-end view — summary
The customer experience when seeking support has
been described, and this description has been used to
identify six core business functions that need to be in
place in order to deliver an effective customer support
service. Five simple KPIs have been identified that can
be used to describe how effective any support service is.
Section 4 now looks at how novel technology and
processes can be applied to the six business functions,
in order to deliver an excellent customer experience at a
commercially viable cost, while at the same time coping
with the rapidly increasing demands on the support
service.