Service/Support Value Audit

Customers demand more value from their service and support providers today. Instead of automatically buying service and support contracts, they are considering their alternatives, and bearing down on vendors for more features and lower prices. Central to this challenge is the need to demonstrate value. Service providers must not only deliver value, they must be able to communicate it to their clients. Value, however, can be as elusive as beauty. What is value? How is it measured? Do you know the value of the services you are providing? Hahn Consulting has developed a proprietary process to measure service value called ValuTool(TM). Using this tool, and our experience from auditing hundreds of service and support offerings, we can calibrate the value of your offerings, and provide you with an objective measurement to communicate to your clients.


Key Features
  • Quantified dollar value determination of service/support value
  • Credibility of an unbiased source, with Hahn Consulting's reputation as industry experts
  • Comparison to our industry guidelines and, in most cases, comparisons with your industry segment (no competitor's names identified)
  • Permission to use comparisons with customers and in advertising
  • Identification of deficiencies and recommendations
  • Confidential, your data is protected and will not be released to anyone


The ValuTool(TM) Process

Hahn Consulting's proprietary process examines a specific product/service offering combination to determine exactly what services a typical customer is likely to receive in a year. We work with your databases and knowledgeable personnel to gather the information. We then determine a fair market value for everything received by your customers. Next, we compare your data to that of the hundreds of audits in our database. If something doesn't look right, our experts will spot it and double check to verify the information. Once we are satisfied with the data, we prepare a report comparing your data to our industry guidelines, and, in most cases, to your industry segment. Finally, we identify any discrepancies and provide recommendations for improvement. Sometimes we find that certain service or support offerings are under par and need feature enhancement or price adjustment. More often, we find offerings undervalued and provide objective measurement to help communicate true value. This can be very effective in combating the price pressure that seems to be an epidemic in our industry.


Deliverables

  • Written analysis of specific support offering value in dollars
  • Comparison with industry guidelines, and available industry segment comparison
  • Identification of discrepancies with industry or segment norms
  • Written recommendations for improvement or adjustment
  • Certification of results and permission to use them in promotion


Scheduling

Each product/service offering combination usually takes about two weeks. The primary gating element is the time it takes to work with each client and gather the relevant information from your databases and knowledgeable personnel. Interviews are performed via telephone reducing the time and expense. Face-to-face interviews are not necessary for these audits.


Pricing

Normally one specific service offering audit costs about $3,000. If data is particularly hard to get, it can take longer and cost a little more. Pricing for complete support portfolios or several different offerings usually benefits from economies of scale and be quite cost and time efficient. Call for custom quotes.


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