There are a wide array of opinions about measuring Service Deflection out there in the industry today, and as many methods to do so. In a study we did several years ago, we found that out of over 90 survey respondents there were almost 80 different measures of deflection being used.
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In a service organization there is always more service demand than can be met in a single day, week, or month. Incomplete service requests, “work in process,” backlog or case load are some of the common names for the work yet to be completed in the support center.
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No matter what stage of development your services organization is in, relying entirely on the product sales force to drive services is not a good idea. Discover how to tap into your hidden sales force—what it takes to get your technical talent competent, confident, and committed to seriously selling services.
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