Dividing and conquering is an adage and a successful strategy. The strategy also applies to consistently delivering excellent individualized customer support.
Every business, even similar competing businesses in the same industry, have unique aspects of their processes and how they operate. Departments within an organization are service customers too. Organizational departments like external customers and markets have unique processes and needs. Most organizations have several departments, such as: human resources, finance, marketing, sales, and some type of business operations (e.g., running a fleet of trucks, running a social media website, providing outsourced technology services, etc.).
Having tailored processes and service catalogs for each customer and segregating activity data for each customer enables custom-tailored service offerings; enabling the delivery of service excellence on an individualized per-customer basis!
Segregating customers gives you granular visibility and reporting for each entity that is a key to entity-specific service. Granular visibility enhances your recognition and understanding issues, patterns and trends for each entity, and in aggregate across all the entities you serve.
Segregating customers and corresponding activity data also helps ensure compliance with data privacy and containment of sensitive data. Even more so when combining the ability to assigning specific, often carefully vetted support analysts to specific customers. External customers setup as SaaS tenants require that no other customer can access their data. Intra-organizational departments also have data access restrictions and requirements, some of which are mandated by regulatory agencies. As an example – a human resources department will likely require that activity data not be intermingled with other service desk activity (e.g., requests for desktop PC support), and that only specific vetted support analysts have access to the data; and similarly for anyone generating reports.
With each uniqueness of each market, client, and intra-organizational department also comes unique incidents, problems and types of needed services; the latter translates to specific types of service requests. These are the common services provided by customer support and intra-organizational support teams facilitated by Service Desk software. Can one Service Desk application accommodate all the variants? The short answer is “yes.” The longer answer is – in many cases what’s required is customizing the software for each unique variation. The customizations typically include service items within service catalogs, approvals, workflow processes and routing rules to assign incidents, problems or service requests (collectively referred to as “tickets”) to specific support analysts.
How Service Desk software is architected and implemented greatly impacts how easily and costly it is to provide custom-tailored support. Administering instances of Service Desks for each entity receiving support can range from simple to complex and costly.
If the application is a carryover from a legacy on-premises implementation it may require brute-force scaling; that is, each customer is onboarded onto a separate instance of the application and its underpinnings that typically includes a database. As these independent instances grow so too does the costs and administration effort that increase almost linearly without much benefit of economies of scale.
Another scaling option, common for native SaaS implementations, is for the application to support multi-tenancy, and for each customer to be onboarded as a tenant. This approach is very efficient because administrative burden and infrastructure costs leverage economies of scale and therefore both are considerably lower than the brute-force approach. In other words, your human and capital resources are efficiently utilized.
Dividing (or segregating) your customers is an efficient and cost-effective way to conquer service issues and drive up customer satisfaction. Our products including Cloud Service Management™ uses the latter multi-tenancy approach to segregate customers using a unique multi-layer tenancy. The ability to create and administer tenancies is extended to our clients by creating organizations within our applications (see the images below). Organizations let you tailor the service offering and experience, manage it, and generate reports to provide individualized service. You can create custom-tailored service offerings, easily and cost-effectively, for internal and/or external customers to divide and conquer to achieve the benefits described above.
We refer to underlying technology that makes this possible as “hyper-scalability”, which is one of the foundational technologies of our Hyper-SaaS™ architecture. Administrators only need to setup a new organization within our application and all the infrastructure scaling is handled automatically. Simple! And only from ServiceAide™.
Admin Screen for Creating an Organization