Improving Licensing Support Customer Experience

Abstract

Customer satisfaction measurements were affected after a business restructuring event. The Licensing Support ticket resolution times and the number of tickets elevated to engineering teams exceeded business goals long after the event. A Licensing Support process map and the analysis of 3 months of data were studied to identify root causes. It was found that the problems impacting these metrics were directly associated with knowledge and training. The aggressive restructuring timeline and key employee attrition impacted the proper knowledge transfer of product and processes to the new teams. This paper covers findings and recommendations in more details. These include investments in processes, tools and product specific trainings, increase interaction between cross-functional teams, improve documentation process and products knowledge base. Key Terms ⎯ customer support KPIs, customer support services attached revenue, incident management, product knowledge base.