- This page, Customer Success Support, is offered by
- Executive Office of Technology Services and Security
Customer Success Support
Contacts
EOTSS End User and IT Service Support
Phone
Support for Commonwealth end users and IT support personnel
The Details
Features
Customer Success Management provides an ongoing business relationship with the customer by ensuring customers achieve their desired outcomes while using EOTSS products or services.
- Support EOTSS’s customers through chargeback process, budget estimates (BAR), and an overview of the service catalog.
- Identify project sponsor(s) and stakeholders and validate customer business requirements and project funding sources.
- Assist customers throughout the project or managed service life cycle. This includes service on/off-boarding and modifications of existing service(s).
- Reviews overall account status and ensure that initiatives, risks, and issues are documented and logged in the appropriate governance process.
- Identify and act upon opportunities to improve operating efficiencies, end-of-line components, cost savings, or recurring problems. Work directly with customers and the EOTSS Operations and Engineering organizations to address/upgrade service.
How to request
Service Level Expectation (SLE)
Customer Success Support
SLE | Responsibilities/Dependencies |
Fulfillment: Due to the variable nature of this request item, fulfillment time will differ on a case-to-case basis. SLE will be communicated following the finalization of customer requirements. If request is for a Business Application Request (BAR) Fulfillment: 95% within 3 business days | Customer
EOTSS
|
Contact
Phone
Support for Commonwealth end users and IT support personnel