Customers help define new product support requirements

A national manufacturer of industrial materials handling systems had seen explosive growth across several sectors of its business. They were planning the introduction of a major factory automation system, however they were unsure of the training and support that their customers would require.

Our analysis of their support center database revealed their enquiry volumes and types of enquiries, which showed peak customer requests occurred during times of new equipment installations. This also allowed us to segment customers by the level and type of support they had requested in the past. Armed with this information we designed several studies that probed into particular support and training challenges that customers had encountered previously. We then asked them to provide feedback on the types of support that was being considered for this next equipment upgrade.