Published By: Teradici
Published Date: Aug 05, 2015
Providing highly engineered components and assemblies for aircraft engines, airframes, and industrial gas turbines demands premier platforms for 3D CAD software. Besides engineers’ desktops, each of the conference rooms at Hi-Tek Manufacturing had to be equipped with systems that could host high-resolution displays and engineering applications such as Siemens NX. In recent years, the two-person IT team supporting the company’s engineering workstations and infrastructure has evaluated a variety of desktop computing approaches with the goals of maximizing productivity and business agility.
For companies that sell products or services that require technical support, the support customers receive might be the only personal experience they can use to gauge their satisfaction with an organization. Since, for many of these organizations, customer satisfaction directly affects revenue, measuring customers’ satisfaction with the service experience and the services provided is extremely important as it enables these organizations to manage and improve the customer experience. This HDI Research Corner report reveals the findings from 264 support organizations that provide technical support for the services or products used by customers.
Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the primary mode of support, but is steadily declining as text, social media, chat, knowledge bases, email and online communities provide new avenues for customers to get the help they need. Some organizations are embracing this evolution by implementing technologies that enable them to interact with customers regardless of the channel or the device they’re using. This approach not only improves customer service, but also boosts the brand image and helps companies achieve broader business goals.