TECH SUPPLIER May 2019 - Market Note - Doc # AP42152717

Redefining Support Services: How Infrastructure Vendors Are Changing the Game by Focusing on Customer Experience

By: Pushkaraksh ShanbhagSr. Research Manager

Abstract

Support services have historically been both a crucially important and neatly profitable part of the services portfolios of both software and hardware vendors; and vendors appear to be working to ensure that they can leverage support services as a lynchpin to building a deeper and more meaningful relationship with their customers. Through our research on the subject, we have found that support services delivered by infrastructure vendors appears to be entering a new period of renaissance with vendors' increased focus on delivering a superior customer experience rather than just conforming to tightening service-level agreements (SLAs). We see vendors working toward this objective through three levers – moving customers to premium support packages that feature dedicated resources and a high degree of customized service delivery, providing tools and platforms with enhanced capabilities that intelligently preempt/reduce issues and simplify the issue resolution process, and providing innovative pricing mechanisms that allow customers to consume support service in a pay-by-use model.


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