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We communicate expectations for the visit ahead of time |
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We prepare for each site visit to set-up a technician for success
(By the way, we do not bill the customer for this preparation time) |
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We use discovery tools on the first visit to collect
configuration information |
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We make sure the technician has the time, the tools, and the training to do the job right before he or she leaves our office |
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We collect information via remote access prior to the visit to improve the odds of successful resolution on the first visit |
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We review to-do lists and services history journal for that client prior to the visit |
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We coordinate by taking the Devil’s advocate position while planning |
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Did you think about this or that issue? |
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Do we have the ISP’s information? |
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Did you coordinate with the subject matter expert at the client? |
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We rank the technician’s task priorities based on sustainable support after the visit. We plan contingencies and schedule work such that if a tech cannot complete all tasks in a given visit, the tasks most critical to providing sustainable support will be done, and the other tasks will not be done |
