Integrated Solutions Network
Our Whole Model
While technology has evolved over the past couple of decades from large hardware –based computing to mobile devices and virtual apps, support has not changed, other than it is increasingly painful for the provider and the requestor. There is a persistent gap of value between what we need as customers of interconnected technologies and the disparate organizations which struggle to keep up with the technology changes. The static work management structures (e.g. product queues, IVR phone trees, CRM systems and knowledge bases) cannot scale sufficiently to traverse the complexities.
We designed an operating system for this environment. It has taken decades and finally there are enough social platforms to automate it. We have implemented ISN models in numerous organizations using bits and pieces of the technologies they had. And, whenever the model is implemented, it always produces dramatic results. The results are created partially because there is always so much bloat in the work that losing workload is like losing water weight when someone first goes on a diet – not that hard to do. But what is amazing is, after more than 8 years after an ISN implementation, the value is sustained, the people are still in love with the work and the tools still work efficiently. Really, the only thing that is still hard to do is to convince people their current reality is not real. Support can work differently. So, we are still working on that part.
If you already realize there is a better way or believe there might be – let us know. We would love to work with you.
To improve the performance of solutions, support needs to know and show 3 things:
- • Relative Value – A consistent measure of value which integrates all relevant factors and distributes the value to the appropriate people. The level of investment in a solution and the scope of impact of an issue influence value. Preventing issues increases value. Those who collaborate to sustain optimal performance share value.
- • Right Method – Issues have to be processed with the appropriate urgency and logic, timeliness of resolution, and scope of visibility. We must know what the expected resolution effort, skill and mitigations are for known issues.
- • Right Resource – Apply the expertise needed at first point of contact even when we don’t know at the start what the problem is or what product is creating the problem.
An ISN operates like a network instead of like a production line. It measures the economic value of the work rather than trying to measure every activity. It uses an addressing schema to apply to the right resource. Because it integrates these 3 things as it works, it becomes more effective as it expands instead of increasing transaction administration costs.