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Follow the sun support model. Follow the Sun is a support model which works best for service desks that work around the clock, i.e 24 hours a day and 7 days a week. It was developed to provide round-the-clock customer service, literally “following” the sun around the globe. The idea is to provide all your customers and (potential) customers throughout the world with 24/7 support by call routing to available service representatives around the globe.
The sun never sets for businesses that rely on remote support, and global support, for customer service. Global software development (GSD) is now the need of the hour more than ever. The traditional “follow the sun” model is a type of global workflow in which issues can be handled by and passed between offices in different time zones, increasing responsiveness and reducing delays.
Published May 4, 17. Posted on Nov 21, 16. The follow the sun model is a service and support method that is designed to address and satisfy customer needs without regard to geographic location or current time.
With follow the sun model, support timings are always during the day which means all your agents will be able to perform much better without requiring to alternate shifts which can affect their productivity Global visibility:. By Tara Ramroop, @Tara_Ramroop. Improve remote support with a follow the sun model.
Last updated May 4, 17. The organization which we are using in our example has offices spread worldwide and the Follow the Sun support model works wonderfully well for it. It means providing support over the phone 24/7, by routing calls to your offices in the appropriate time zone – following the sun.
Companies large and small are able to provide 24-hour service without putting the burden on one site and requiring employees to work late shifts or overtime. Follow the Sun support is a methodology proven to deliver outstanding customer service to your client base. Follow-the-sun support has fast become the top worldwide standard of customer service.
Follow the sun is a great way for your company to sell globally right from the start. The “follow-the-sun” support model was originally developed to provide round-the-clock customer service and has by now been widely adopted by companies around the globe. A Follow-the-Sun model for IT support is a successful system, based on the notion that no matter where you are based, help is available wherever the sun is still up.
It is a model in which work from one site is handed over to another, which is many time zones away (for example, U.S.A to India), in order for the work to be advanced while one team rests for the. Yet whether and when to adopt this support model is a question just about every growing business comes to face.
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