Poor Support Case Management Practices = Missed Opportunities

Guest blog from Tom Sweeny at  www.ServiceXRG.com

The time and effort to capture what is learned during the Support case management and resolution may seem untenable and an added cost that Support cannot afford. But the missed opportunities and long-term costs are far higher when insights from customer interactions are not fully documented and analyzed.


Support Case Management Missed Opportunity #1: Incomplete Case Records

According to ServiceXRG’s new study on Support Practices and Metrics more than 90% of the time and effort spent on Support case management and resolution goes into issue determination and formulation of a response to the customer. As a result, this leaves little time for some of the most important actions necessary to improve the efficiency and effectiveness of Support: advancing product quality and innovation and retaining and expanding customer relationships.

The study further finds that only two-thirds (67%) of companies formally document the circumstances of each case in their ticket management system. Even then, their compliance to completely fill in Support case record details is lower than 50%.

These incomplete Support case records diminish Support’s ability to identify root causes of support demand and plan mitigation efforts such as enhanced self-help, product improvements, and training.


Support Case Management Missed Opportunity #2: Knowledge Base Neglect

Only 42% of companies indicate that a knowledge base article is updated or created when a case is closed according to ServiceXRG’s research. The fact that a case was submitted by a customer indicates that there may be a need for information to possibly prevent future support cases from being submitted or help expedite resolution of a case by sharing knowledge among Support team members.


Turn around your missed opportunities with these Support case management best practices:

Apply structured data collection to assure that submitted cases are complete.

Leverage processes and tools to assure that new cases submitted include all information required to begin meaningful issue diagnosis and resolution. Use structured data collection tools such as web-based forms and conversational chatbots. Discourage use of unstructured case submission channels such as e-mail.

Encourage adoption of web-based case submission.

Electronic submission of new cases using structured web-based form is more conducive to automation. Create opportunities for customers to submit support cases through web forms and incent customer adoption of this channel by providing enhanced service levels or other incentives.

Completely document closed cases.

When cases are closed, assure that relevant data attributes and circumstances of the case have been captured.


Want more insights about Support case management practice and metrics?

For insights about how support is changing—plus the most urgent opportunities and imperatives—download ServiceXRG’s latest study: Support Transformation: The Guide to Essential Practices and Metrics. It examines current trends in Support delivery and offers tangible guidance for Support, Success and Service professionals to meet growing expectations of both customers and company executives. Download your copy now.


Make your plan to optimize Support case management—we can help.

ServiceXRG provides coaching and guidance to help companies maximize customer value through better Support performance. Contact us anytime to set up an initial assessment of your Support planning needs. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time.


About Service XRG

Service Excellence Research Group (ServiceXRG) helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence. Founded in 2004, we work with the world’s leading technology companies to transform and optimize service outcomes. We offer a portfolio of in-depth research and expert coaching services to help companies pursue Service Excellence and embrace Customer Success. Learn more at www.ServiceXRG.com.