Building a Support Department for a Software House

Client

The client is a rapidly growing software house operating in the e-commerce sector. The company acquires customers in Europe, Asia, and North America. Each of these customers has its own support requirements; they differ in the scope of support, languages, and time zones. Support is provided by the teams developing the application, which disrupts the pace of development and is not cost-effective.

The Challenge

The management is nearing readiness to build a unified support organisation to relieve the engineers who develop the application. The anticipated acquisition of a client requiring support under a regime more demanding than the current 8x5 is prompting this change.

Scope of Work

I conduct a workshop for the board where we discuss the organisation’s growth objectives. Based on this, I prepare a bespoke development schedule combined with an ROI analysis.

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