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Tech Gyro LLC
Executive Office Suites at
Lafayette Village
8480 Honeycutt Rd. Suite 200 Raleigh, NC 27615
(984) 204-1809
info@techgyro.io
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…can you really afford to not get started NOW?
First Name
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Email
Company
SUBMIT
Is root cause analysis performed on reoccurring issues?
Yes
No
Is service data being used to drive engineering changes?
Yes
No
Is there visibility into failures that occur in the first 90 days from installation?
Yes
No
Are there any issues identifying installed versions of software/systems in the field?
Yes
No
Do you have access to field deployed quality related KPIs(Key performance indicators) via your CRM?
Please provide us with some information so we can contact you regarding your survey results.
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Do you have a dedicated salesforce.com admin?
Yes
No
Do you have an established method for gather requirements Before work is performed?
User stories
Project plan
Process documents
Other
No
Are Salesforce.com health checks performed before and after every major release?
Yes
No
Are there any issues with getting sufficient requirements with clear process diagrams in order to roll-out Salesforce.com changes?
Yes
No
Are there any concerns with how the service team/IT interact when rolling out changes?
Please provide us with some information so we can contact you regarding your survey results.
Send
How are customer assets currently tracked?
Paper/filing cabinet
Excel/spreadsheet
Salesforce.com CRM
ERP
Other CRM
Other
Not centralized
What method is used to forecast service parts usage?
Best guess
ERP
CRM
Combination of ERP/CRM
Other
Not forecasted
Do you understand what safety stock must be kept on hand in order to meet contractual requirements?
Yes
No
Does the operations team have visibility into what RMA's(return material authorizations) have been issues and are expected?
Yes
No
Do you have easy access to all operations related service KPIs(Key performance indicators) via your CRM?
Please provide us with some information so we can contact you regarding your survey results.
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Does sales have visibility into customer services issues from within Salesforce.com?
Yes
No
Does sales have visibility into high priority customer's customer satisfaction, loyalty, and open issues?
Yes
No
Is there a path for current customer to become repeat customers?
Yes
No
Are service plans part of the initial sales process?
Yes
No
Do you have easy access to all customer success related KPIs(Key performance indicators) via your CRM?
Please provide us with some information so we can contact you regarding your survey results.
Send
Do you measure customer loyalty and/or customer satisfaction?
Customer loyalty
Customer satisfaction
Both
No
Are you measuring FCR (first call resolution)?
Yes
No
What is your remote/call center resolution rate(%)?
What avenues do your customers have to seek assistance?
Software assisted troubleshooting
Artificial intelligence guided resolution/self diagnostics
Chat
Email
Phone
Social media
Other
Do you have easy access to all customer success related KPIs(Key performance indicators) via your CRM?
Please provide us with some information so we can contact you regarding your survey results.
Send
How is CTS (cost to serve) currently measured ?
By segment
By region
By service delivery method
Other
Not measured (Ouch...)
Does the organization understand what factors influence >80% of CTS (cost to serve) cost?
Yes
No
Which of the following currently have the biggest influence on the CTS (cost to serve) numbers? (educated guesses are ok)
Self-Help
Remote support/call center
Field service
Contractual agreements
Warranty claims/RMA's
Artificial intelligence guided resolution/self diagnostics
Other
No idea
What CTS initiatives are currently in place?
Service level agreement tracking
Self-help
AI-guided resolution/self diagnostics
8D/DMAIC
Guided troubleshooting
No fault found processes
Customer engagement
Other
None
Do you have easy access to all financial related service KPIs(Key performance indicators) via your CRM?
Please provide us with some information so we can contact you regarding your survey results.
Send
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