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


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.



Get More

When you purchase this document, the purchase price can be applied to the cost of an annual subscription, giving you access to more research for your investment.

Related Links

Do you have questions about this document
or available subscriptions?

Contact Us