The Challenge
More than ever, technology companies are looking to their support services teams to protect and grow revenues. The first step of any revenue growing process is recognizing opportunities; the second step is communication. These are two immense steps that are often skipped by support centers. Many service centers are not equipped to handle the rapid changes the industry is making in the areas of revenue growth and protection approaches, making it more important for support teams to connect with experts who can help them keep up with the competition. RTM Consulting has experience in reviewing processes and tools that can assist in the sales cycle, along with teaching the skills required for agents to recognize and deliver the pitch.
Our Solution and Approach
Revenue Generation
Are your analysts able to recognize potential up-sells of services or products? Are they able to communicate those opportunities effectively to the customer? We can help create processes for analysts to recognize these opportunities, as well as the soft skills necessary to help sell them.
Revenue Retention
Do you get the credit you deserve when your customers renew their agreements? Do your executives recognize the support team’s value? We can help you develop metrics to show your value to your executives, as well as, allow your sales team to show your effectiveness to the customers.
Value Based Contracts
Does your vendor only answer tickets? Do you reward them for helping drive issues out of your environment? Or, from the vendor side, does your customer want you to eliminate issues but there is no incentive to do so? We can help write a mutually beneficial contract that is a win-win for both the provider and the customer.
Tool Analysis
Do your agents know account status information? Do you recommend they ask about a maintenance extension? Are they able to recognize that a new install happened and training may be an option? RTM Consulting can do a complete assessment of your CRM tools, identify gaps, make recommendations to fill those gaps and lead programs to remediate them.
Soft Skills Training
You spend a lot of time, money and effort training your agents on products and technology. But do they really know how to effectively engage with a client and up-sell opportunities? These are the soft skills every agent needs. RTM Consulting soft skills training focuses on enhancing the soft skills of your personnel to complement their product and technical knowledge.
Summary
Our Support Services practice can review your revenue generation processes and tools, make recommendations for improvement and drive these initiatives to completion. RTM Consulting will assess your environment versus our proven framework that will help you deliver services required to build loyalty and grow revenue at the lowest possible cost.
Contact RTM Consulting to gain access to our insights and experience with this critical aspect of running your business.