The high tech industry’s approach to support has not changed in twenty years. Yet
the characteristics and requirements of the install base have changed dramatically.
The last innovation in high tech customer support was the move from on-site support
to remote support in the late 70s. The introduction of the remote support center
offered customers faster access to more qualified resources. At the same time the
support providers were able to dramatically reduce their cost structure.
Xenatus Global has developed and delivered to clients globally a new approach for
support. It involves knowledge management capabilities and the development of rich
and dynamic relationships among the numerous players in the support supply chain.
Implementation of these knowledge management and relationship capabilities have
transformed the client Production Support paradigm into a virtual support community.
This new approach to support, provides significantly better service to our clients
at significantly lower costs.
Xenatus’ Production Support strategy leverages support knowledge to lower costs,
increase productivity, raise client satisfaction, and ultimately generate key knowledge
for organizational improvement and innovation. The strategy focuses on the capture,
structure and reuse of support knowledge.
Xenatus Global delivers the new paradigm of Production Support by a two phased approach:
Point–to–Point relationships with the client
Relationships are formalized
Deployment of standards rich environment for support
