Customer Services Exit Strategy
My workgroup has changed our business model on how we provide services to our customers to improve services and scale. Instead of the customer having 1 dedicated person to provide several services to a selective service model where they can request a service and will receive any person on in the workgroup to provide that requested service.
I need assistance on an exit strategy to transition customers from the old business model to the new business model. Can someone provide me sample exit strategy and service plan to use as a baseline for development?
I need assistance on an exit strategy to transition customers from the old business model to the new business model. Can someone provide me sample exit strategy and service plan to use as a baseline for development?
Let the customer decide
Premium Support with Dedicated Agent $100/month
Standard Support $50/month
If you currently have Support with Dedicated Agent and you want to go to pooled support from dedicated support and maintain the same pricing you will get a lot of kick back from the customers.
Premium Support with Dedicated Agent $100/month
Standard Support $50/month
If you currently have Support with Dedicated Agent and you want to go to pooled support from dedicated support and maintain the same pricing you will get a lot of kick back from the customers.
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We get it - no one likes a content blocker. Take one extra minute and find out why we block content.
I/M/O your company should re-evaluate this decision. This looks like a win from your end but as far as a customer is concerned it is not.
From the customer's point of view they are far better off having one person who knows their setup so that when service is needed, they can trust their customer rep to do the right thing based on his experience and knowledge of their systems.
What you're going to do says to your customers "We no longer have much interest in your company and you're not providing us enough revenue to continue providing good support, so from here on out you're going to get whoever is available. Could be somebody with 20 years experience who knows your company well, but with the speedy turnover in IT more likely it'll be a rookie out of technical school who just joined with no experience and no knowledge of your company." It's not difficult to figure out how that will sit with customers.
Looking back on when DEC provided Field Service support, they did that to us and support predictably went into the dumper. If a support company told me this today, I'd tell them our business is going elsewhere as soon as the contract expires.
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This is purely a personal opinion. As always, YMMV.