A new name, a new look, and a new focus has come to The HotLine. Re-launched as The HotLine Magazine, the new layout and graphics have strongly increased the accessibility of the articles and content. But the crucial difference is more fundamental. The focus has changed from optimizing center operations over to producing strategically significant, and sustainable, levels of contributions to overall corporate profitability. And the same needs to happen to the old role of Support / Service and the customer contact center. It's indeed time for something new.
Success in the SaaS/Cloud ecosystem requires a new approach to every aspect of software manufacturing. There is no excess margin in the SaaS model to cover organizational inefficiencies. Support can no longer be seen as a separate function; it necessarily must be a core aspect of the relationship product.
SaaS enthusiasts claim that support necessarily must be better in the SaaS world because the customer could switch vendors at any time. But where's the proof of that superiority in support quality? Failing to properly set customer expectations can be costly, but there's a huge competitive advantage waiting for the SaaS vendor who can prove their right to the crown of quality customer support.