June 15, 2011 Newsletter Interview with StarView's Scott Greeson, Vice President of Operations Scott provides insight into doing business as a service provider Scott Greeson has recently joined StarView as Vice President of Operations, leading the company's corporate strategy and growth initiatives. With over 20 years experience in operations management for telecom, he will provide some of his views on a few questions based on his years of corporate success. Q: What would you describe is the number one operations issue among most service providers? How do you suggest this issue can be overcome? A: Support, support, support! Most service providers aren't willing to make the initial investment necessary to build a solid support infrastructure and team that can quickly and in many cases, proactively, address service issues before they become problematic for their customers. If thought through and built properly your support organization can become a scalable and efficient 'machine' that not only keeps the customer base happy but in some cases has the potential to become a revenue center as well. Q: What is the key(s) to successful implementation? A: 1) Setting the proper customer expectations up front is crucial. Always under commit and over deliver; 2) Being there for the customer throughout the process. Consider the implementation process as the 'honeymoon' period and this is the only chance you'll have to make a good first impression; 3) Make sure the transition from the implementation group to the standard support team is as seamless as possible. If the implementation was thorough and went well the transition to standard support should go well also. This can be measured by the number of tickets logged within 30 days of implementation and client satisfaction. Q: How does a service provider measure operational success? A: There are several ways to measure operational success such as support responsiveness, first contact resolution, and cost containment are just a few examples of some of the metrics used. However, there's a balance required. A good set of established metrics measuring all of the right things must be present but the best barometer in measuring operational success is customer satisfaction. When a customer hangs up the phone after talking with customer support, they should say 'Wow, now that was a great call'. If a customer isn't happy with the level of service and support they'll find someone else to take care of their needs. Trivia... What was the name of the first home computer to be manufactured? (Scan the QR Code below for the answer) Don't have a QR Code Reader? CLICK HERE for the answer. Visit StarView booth #636 at CVx Expo/ITExpo September 13-15 Austin Convention Center StarView Solutions - 3811 Bee Caves Road, Suite 101 - Austin, TX 78746 Phone: (877) 499-1242 - www.starviewsolutions.com