Our process is designed to give support leaders clarity, direction, and momentum—not just a report.
It’s built around a Guided Strategic Support Assessment, followed by a practical roadmap and execution support.
Step 1: Assess
We start with a guided assessment led by experienced practitioners—not an automated survey.
Together, we evaluate how your support organization operates today across six core support capabilities, including:
Strategy
Strategy evaluates how clearly support’s role and priorities are defined, how investments align to business objectives, and where changes are needed to align support efforts to measurable business impact.
Monetization
Programs evaluate how support offerings are defined, packaged, and positioned today—identifying gaps, misalignment, and missed monetization opportunities, and guiding recommendations to better align value with customer needs and willingness to pay.
Team
Team defines how support is staffed, skilled, and incented—ensuring the right roles, capabilities, and accountability are in place to deliver strategic support outcomes, including readiness to effectively adopt and scale AI-enabled support.
Process
Process evaluates how support workflows actually operate in practice—identifying friction, inefficiencies, and breakdowns—and translates those insights into targeted recommendations to improve speed, consistency, and outcomes.
Technology
Technology assesses how support tools, automation, and AI are actually used to enable workflows, reduce effort, and scale impact—and identifies practical opportunities to improve effectiveness, integration, and return on investment.
Metrics
Insights evaluates how support data and metrics are used to inform decisions—identifying gaps between activity-based reporting and business impact, and guiding recommendations to improve visibility, credibility, and actionability.
Step 2: Plan
Based on the assessment, we deliver a customized ServiceXRG Roadmap™ for Strategic Support, including:
This roadmap focuses on improving performance, scaling impact, and strengthening support’s strategic role.
Current State
A clear view of your current state
Opportunities and Risks
Key gaps, risks, and opportunities
Prioritized Actions
Prioritized actions tied to business impact.
Step 3: Execute
Turn Insight Into Action
Plans only matter if they’re implemented.
We support execution through:
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Expert coaching and advisory support
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Proven playbooks and best practices
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Practical guidance to help you move faster with confidence
Step 4: Evolve
Ongoing Progress and Modernization
Support doesn’t stand still—and neither should your strategy.
We help you continuously modernize support as customer needs, technology, and business priorities change.
