Standard customer support practice has been to manage the process of logging problems as customers report them, and then forwarding those problems to skilled support people with the appropriate expertise for each event. While this strategy has been viewed as effective enough for many organizations, it has unfortunate consequences: The process-oriented customer support operation requires multi-step problem resolution processes in most instances. It reinforces effective problem delegation as the principal role of the manager, and time-management as the main goal of the staff.

IntelliDyne's results-oriented customer support model reflects an entirely different mission. It isn't just about managing process; IntelliDyne's mission of customer support is to resolve customer problems, with the primary objectives of effective communication and rapid problem resolution. IntelliDyne's approach is composed of the following elements:

• Assisted service through help desk and deskside support;
  
• Self service through a web-based knowledge portal; and
  
• Proactive desk side coaching.

IntelliDyne's approach offers these benefits in providing customer support:

• Improves customer interaction by teaching more about the IT asset. The more that knowledge is applied in the use of information technology assets, the more those assets are worth to the organization through improved productivity;
  
• Reduces downtime by ensuring a faster resolution to the problem and by providing the proper information to reduce the likelihood of the problem reoccurring;
  
• Promotes more stable staffing by making customer support a more satisfying career and by capturing knowledge to bring new staff up to speed quickly; and
  
• Institutes business metrics (e.g., first call resolution rates) that promote excellence and personal satisfaction.

Central to IntelliDyne's approach for providing assisted service and deskside coaching is utilizing staff with good people skills that can communicate effectively. IntelliDyne has found that higher customer satisfaction is achieved through better communication.
 

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