Assess your remote support maturity in 5 key areas
Prioritize future goals and technologiesOn the scale of Foundation to Automate, where does your organization stand? Evaluate your organization’s remote support maturity level to reveal gaps between where you stand and where you would like to be positioned based on your organization’s goals across five key areas.
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Contact Centers
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Field Services
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KPIs
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Touchpoints
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Tools & Technologies
Please choose the areas on the map to your right that you would like to assess:
MY ASSESSMENT
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at the bottom to access your full results and recommendations. < Return to the AssesmentThe organization employs a typical working environment, where all staff is co-located. Customer support is provided from the office without a specific process or technology to deliver remote support.
The organization employs a typical working environment, where all staff is co-located. Customer support is provided from the office without a specific process or technology to deliver remote support. Customers receive support via assisted channels, such as phone-based support or text-based support over email.
The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions.
The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. The contact center has started to offer ad hoc remote support during a customer interaction, for specific use cases only. For example, the contact center may use screen share or co-browsing technology to walk a customer through a particular process. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.
The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions.
The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. The contact center has started to offer ad hoc remote support during a customer interaction, for specific use cases only. For example, the contact center may use screen share or co-browsing technology to walk a customer through a particular process. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.
The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions.
The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. The contact center has started to offer ad hoc remote support during a customer interaction, for specific use cases only. For example, the contact center may use screen share or co-browsing technology to walk a customer through a particular process. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.
The organization has now moved to the pioneering stage and is a leader in delivering effective remote support.
The organization has now moved to the pioneering stage and is a leader in delivering effective remote support. The contact center can provide automated remote support aided by predictive tools that make the customer’s life easier, as well as decision support tools and self-service deflection tactics that make the agent’s job easier.
When the organization’s field services are required, a technician is dispatched to the customer’s site to provide services in person.
When the organization’s field services are required, a technician is dispatched to the customer’s site to provide services in person.
The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions.
The organization has begun to recognize the need to support their customers remotely, possibly due to COVID-19’s restrictions. Field services have started to offer ad hoc remote support during a customer interaction, in cases where it is absolutely required. For example, field services may use visual assistance or diagnostics to complete a preliminary inspection of the site before dispatching a technician. This ad hoc remote support is provided in a silo, with limited communication or collaboration across other departments.
The organization’s management has recognized the benefits of remote support over the traditional support models.
The organization’s management has recognized the benefits of remote support over the traditional support models. As a result, the company offers ad hoc remote technician services, where a remote technician is available to walk customers through simple fixes on their own, eliminating the need for a truck roll. Technicians may use augmented reality or mixed reality technologies to assist in providing remote support to customers.
The organization has now integrated remote support successfully, and management has begun to look for ways to improve the service using technological innovations.
The organization has now integrated remote support successfully, and management has begun to look for ways to improve the service using technological innovations. A newly formed remote technician team, which is dedicated solely to providing customers with efficient remote support, can collaborate easily with contact center agents. These two teams regularly collaborate over a unified remote support platform that is well integrated with other organizational systems such as CRM or FSM systems. They may share customer histories and knowledge bases or perform joint triage via a three-way live session to save time and provide the customer with the fastest, most efficient service possible.
The organization has now moved to the pioneering stage and is a leader in delivering effective remote support.
The organization has now moved to the pioneering stage and is a leader in delivering effective remote support. The remote technician team works closely with other service teams, regularly using automated decision support tools aimed at making it easier for the technicians to achieve a quick first-time fix. Automation and predictive tools are utilized to proactively resolve more issues.
The organization measures staff performance using individual-based productivity metrics, which evaluate each individual for traditional KPIs, such as first-contact resolution, average handling time, or technician utilization.
The organization measures staff performance using individual-based productivity metrics, which evaluate each individual for traditional KPIs, such as first-contact resolution, average handling time, or technician utilization.
The organization measures staff not only on the level of individual productivity but also on individual performance.
The organization measures staff not only on the level of individual productivity but also on individual performance. Some examples of KPIs measured on this level are truck roll reduction rate, remote resolution rate, or machine downtime.
The organization recognizes the need to evaluate staff not only on their individual productivity and performance but also on the level of effort required by the customers or the employees.
The organization recognizes the need to evaluate staff not only on their individual productivity and performance but also on the level of effort required by the customers or the employees. They begin measuring their customer experience using KPIs, such as Customer Effort Score (CES) or Net Promotor Score (NPS).
To encourage a collaborative culture, the organization may begin shifting to collaborative KPIs that encompass the efforts of different departments at this stage.
To encourage a collaborative culture, the organization may begin shifting to collaborative KPIs that encompass the efforts of different departments at this stage. Measuring the Remote Resolution Rate – and on the flip side, the contact center’s tech dispatch rate – encourages agents and technicians to go the extra mile to achieve a resolution and avoid a truck roll.
The organization has started to look beyond both individual and collaborative metrics. The organization understands that employees can be proactive about preempting customers’ difficulties by anticipating future issues the customer is likely to have.
The organization has started to look beyond both individual and collaborative metrics. The organization understands that employees can be proactive about preempting customers’ difficulties by anticipating future issues the customer is likely to have. The organization integrates this practice into an advanced KPI known as Next Issue Avoidance (NIA).
Remote support is not yet an integral part of the customer journey.
Remote support is not yet an integral part of the customer journey.
The organization has integrated remote support into the customer’s journey in specific touchpoints only.
The organization has integrated remote support into the customer’s journey in specific touchpoints only. For example, applying diagnostics during the call, or showing the hardware in installation cases.
The organization’s remote support is available through several digital touchpoints—during the waiting time, on the call, after the call—and therefore supports multiple channels of customer engagement, such as web, voice, chat, messaging, social media, video, and email.
The organization’s remote support is available through several digital touchpoints—during the waiting time, on the call, after the call—and therefore supports multiple channels of customer engagement, such as web, voice, chat, messaging, social media, video, and email.
The organization’s remote support is integrated across any touchpoint along the customer journey, with a warm transfer between channels and the ability to collaborate across different functions.
The organization’s remote support is integrated across any touchpoint along the customer journey, with a warm transfer between channels and the ability to collaborate across different functions.
The organization’s remote support is now provided at every touchpoint across unified employee and customer journeys, using a Multiexperience (MX) approach that focuses on integrating the employee into the customer journey, creating an effortless experience for both customer and employee alike.
The organization’s remote support is now provided at every touchpoint across unified employee and customer journeys, using a Multiexperience (MX) approach that focuses on integrating the employee into the customer journey, creating an effortless experience for both customer and employee alike. With MX principles in place, along with advanced automation technologies such as predictive IoT and computer vision, employees can predict soon-to-happen customer issues.
The organization provides its customers with support via assisted channels, such as phone-based support or text-based support over email.
The organization provides its customers with support via assisted channels, such as phone-based support or text-based support over email.
The organization uses ad hoc remote support tools, such as remote diagnostics, visual assistance via video, screen share, or co-browsing when necessary to assist customers.
The organization uses ad hoc remote support tools, such as remote diagnostics, visual assistance via video, screen share, or co-browsing when necessary to assist customers.
The organization has integrated remote support into its digital channels.
The organization has integrated remote support into its digital channels. It may use augmented reality or mixed reality technologies to assist them in providing remote support to customers.
The organization utilizes a cross-department remote support platform, with integrations with other organizational systems such as CRM or FSM.
The organization utilizes a cross-department remote support platform, with integrations with other organizational systems such as CRM or FSM.
The organization utilizes advanced automation technologies, such as Predictive IoT, Computer vision decision support tools for employees, and self-service.
The organization utilizes advanced automation technologies, such as Predictive IoT, Computer vision decision support tools for employees, and self-service.