Defines what support is responsible for, how it contributes to the business, and how priorities are set.
Establishes how support engages customers, delivers value, and differentiates offerings—including paid support where appropriate.
Organizations need to have the right people with the right skills and responsibilities incented to do the right things. When teams cooperate and work towards common objectives, they are efficient and effective at delivering better support experiences at every touchpoint.
Creates repeatable, efficient workflows that reduce friction and improve outcomes.
Technology enhances support capabilities and enables new ways to engage customers. The right use of technology scales delivery, improves experiences, and delivers better outcomes at lower costs.
The right use of data and analytics informs the organization about how well they are executing their plan. Insights provide opportunities to identify issues, take corrective action, drive process improvement, and gain efficiency.
Small improvements in support capability maturity can lead to outsized gains in performance, efficiency, and business impact.
The framework supports ongoing evolution, not one-time transformation.
Strong support capabilities enable the activities that protect revenue, improve efficiency, and deliver measurable business impact. The ServiceXRG Framework™ for Strategic Support underpins our guided assessment—helping you understand where support stands today and providing a clear, customized roadmap to improve and scale impact.