Service Improvement
Viewpoint Analysis helps business leaders find and select new enterprise technology - but in some cases, the right thing to do is to fix the issues with the current technology incumbent. That's where our Service Improvement area comes in.
We work for and on behalf of the customer, but our engagement is with both the vendor / service provider, and the customer team - acting as an intermediary to try to find common ground and to improve the situation.
Our ultimate aim is to ensure that it's a win/win scenario. The customer should gain a better experience and have had the opportunity to give the supplier one final chance, and the supplier should gain an opportunity to extend their contract.
How it works
Every Service Improvement engagement is different, but there are common steps that tend to take place in most cases:
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Interviews - we interview the most important users of the service or those responsible for the service.
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Surveys - outside of the interviews, we survey users to gain a broad base of knowledge and feedback.
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Supplier Engagement - we work with the supplier to share our client's feedback and work with the leadership team to find approaches that might be able to fix the issues.
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Fix Meeting - we invariably convene a 'Fix Meeting' where we bring the two parties together to review the supplier's ideas and to find common ground.
The Outcome
In most cases, we will find a solution that works for both the customer and the supplier. Suppliers invariably want to retain a customer, and if the customer engages Viewpoint Analysis to perform the service, that's a great indication that they are willing to work to find a way forward.
However, there has to be a willingness on both sides - and it generally comes down to the parties having cool heads and thinking about how to change the status quo.
We will always do our best to try to help, offering impartial advice and honest feedback as and when necessary.
Working Together
The Viewpoint Analysis team has been engaged in many difficult customer situations and numerous renewals. What makes us so unique is our experience - we've worked on both sides of the equation - in enterprise sales, and in procurement.
We'd be delighted to help - or at least understand the situation and assess whether our Service Improvement area is something that could be valuable to you.
