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4.2 Exit Criteria for Phase 4

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Phase 4 Activities


Readiness Evidence

Articles available for self-service

Customer has faster visibility to Article

90/90 rule—90% of what the support organization learns from resolving issues is on the web within 90 minutes of becoming known.

Selfservice success (call deflection or issues resolved without assistance or escalation)

Customer can find the Article without having to call

85/85 rule—at least 85% of the time customers are using selfservice first and at least 85% of the time they are finding what they need (customer interaction maps help here).

Work shifted from known to new

New opportunities and challenges for employees


30/70 rule—the work in the support organization shifts from 70% known/30% new, to 30% known/70% new. Support Analysts spend the majority of their time on new issues

Incident volume decreased

Opportunities to create additional value for customer

Number of open incidents declines (this often needs to be normalized to installed base or revenue in order to account for the dynamics of the business)

Problems are being removed from the product or request for enhancements being implemented increased

Improved product

Increase in the number of RFE accepted by product development

Time to adopt new/enhanced products

Customer success measured

Decrease from the baseline

Support cost as a percentage of revenue has decreased

Lower cost

Support costs have dropped by 2550%, and the volume of customer issues resolved is up at least 100% (web success combined with incidents closed)

Customer satisfaction and loyalty increased


Increase customer success

Increase from the baseline

Employee satisfaction and loyalty increased

Increase profit

Increase from the baseline

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