Challenges:
The enterprise support space is highly complex. Complex in terms of the nature of the technology being developed and the criticality of the enterprise environment in which it’s being deployed. Market pressures are driving enterprise class technology providers to reconsider their business model in order to accommodate four competing needs.
| The need to innovate product offerings and enhance market position |
Proactively address market dynamics. This is challenged by growing complexity of technology and high cost of technology development. |
| Improving efficiency and productivity |
Balance between managing quality and effectiveness of operations |
| The need to offer better service value proposition to customers |
World-class software can't be world-class without superior support services. Enterprises deploy such technology in heterogeneous distributed environments; hence complexity of support is increasing. This is turning out to be a full-time intensive specialist job. |
| The need to have “on demand” resource pool available, always |
Enterprises ramp-up too fast and in the next down cycle they have huge under utilization of existing support resources. Still, maintaining a high level of customer service and technical support is critical for retention. A flexible operations model is required to keep end customers happy and coming back for more. |
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