"A SAM SKU is now mandatory, covering 2.5 days per week."
Why on earth would they make them mandatory? Getting rid of those do-nothings would be an easy savings. But instead they make them mandatory? Good job, Hock.
3 replies (most recent on top)
Yes, SSM was just renamed to SAM. And the new Select Support is VCF only.
I spent a few days shadowing some SAMs, they really do nothing on a day to day basis. Not saying they can't occasionally be useful, but the SAM I shadowed with had two half-hour customer check-in calls, one team meeting, and then took a 2.5 hour lunch. They started about 45 minutes later in the day than planned and then took off about 3 hours early and said they didn't have anything else to do but watch their email for escalations.
It seems that most of a SAM's day revolves around doing nothing and they are fine being paid for just being "on call" and watching their email of something comes up.
They difference from GSS was huge. I am shocked they aren't getting laid off actually, if HT wants to run a lean company.
Are SAMs renamed SSMs? Service Support Managers. Have to say our Irish based SSMs have been fantastic as SR escalation and providing timely updates and general SR management.
Also i'm assuming that is for VCF only?