I will say - if you are a CSP, you're in a precarious position. When I started at SG, management was dedicated to retention. I worked with CSPs and I worked directly with customers. At that time, I managed every concern the customer had and I was proud of my work. Then, when revenue wained, the model providing dedicated support was abandoned because it wasn't profitable. I should've left then - but I stayed - you know, the economy and all at the time.
There are a lot of employees who want to provide real service to our customers. Unfortunately SG is focussed on stats. If the stat's don't look right, then obviously there's a problem. SG customers want a real support experience - they don't want someone looking at an issue and saying 'yeah, not in the contract' or giving the most obvious answer in order to close an issue in 10 days.
I stated this in another post. SunGard is a management driven company as opposed to a technology driven company. There's so much focus on stats that the bottomline gets lost - is the customer happy? Basically - no - they aren't happy. The reason:
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when you cut costs to a skeleton crew you're going to get what you pay for
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when you set hard targets to address an issue, people will adapt
I've often thought about the services SunGard provides and I honestly think the company would be more profitable with a total co-lo model providing no post-deployment support. SG has been over-selling for years - customers are catching on . You can sell a customer the moon - can you back it up? Doubtful - and I've been here 14 yrs - I'm not pulling your leg.
Originally posted by @YY6A3P6-akt.