Your SpotOn the IBM Cognos Edge

Every organization supports their clients. Few organizations succeed with their clients. That's the "ah-hah!" moment I had recently while Chris and I were discussing how to handle client issues. As a former Cognoid, I know how large organizations manage calls from customers. There are several key metrics used in call centers such as AHT (average handle time) or call cost per minute, to measure the efficiency of an operation. I think these are very beneficial tools to use when dealing with huge numbers of calls on many different products.

In a small organization like ours, we deal with client calls regarding product issues as well. The difference is that we know our clients much better than someone staffing a 24 hour terminal. That's why we no longer want to reactively support our clients but rather, proactively succeed with them. How did we pinpoint this? In a recent revenue opportunity with one of our trusted partners, an issue arose around a particularity with their client's environment. I'm sure we've all encountered this before. So, the partner followed our support process, our staff responded exactly the way they should have responded - if we were a large call center. That is to say, SpotOn assessed the issue, requested the required information, and delivered the solution. The problem with that was, the solution didn't solve the problem and an entire day went by.

So here it is: The line in the sand. SpotOn clients and partners, we're going to succeed together, rather than solving individual issues as they pop up!

- Darren