They also divide their support to cater to two groups of customers: participants (employees at companies) and client administrators (HR teams administering equity and compensation). In theory, FTS can increase time to market by approximately 60%, which seems attractive. In an Agile based methodology, all major development activities (design, code, test and integrate) are carried out in every iteration cycle. One of the important concepts evolved in the past decade or so is the " Follow the sun " (FTS) software development. Because of these reasons FTS is best suited for Agile. It was developed so companies can provide round-the-clock customer service, literally following the sun around the globe. The three teams consist of 2 micro-teams (composite persona [17]), with at least one person from each location. Stand-up meetings: Hold stand-up meetings right when shifts are switching from one site to another, so your employees can give the new reps an overview of what's happened, and any outstanding issues that need to be addressed. Are the majority simple, transactional issues like password changes and processing returns, or are they more complex technical issues requiring more resources? Ultimately, the processes kept running, the staff were not forced to work overtime, and none of the offices were overwhelmed, and that is key when it comes to a successful business model. The follow the sun customer support model means that you have customer service representatives available whenever the sun is up -- so as it becomes daytime for different parts of the world as we orbit around the sun, you'll have various customer service sites beginning their day and handing off their issues to another site. How Follow the Sun Model helps you Deliver 24/7 Global Support Customers who aren't in your timezone won't have to wait for you to wake up to receive service. Follow-the-Sun Strategy: A Process for Global Software Development Slide 1 of 2. We have underlined some of the essential concepts of FTS such as use of Agile for FTS, tools required and learnings from past experiences for the efficient implementation of FTS. Quarterly Executive. (2006). Modes of communication in FTS approach may be asynchronous or synchronous. Stats around ticket volume by time of day will be your new best friend. Think of the home base as the product owner. 24 hours per day, 7 days per week. From our experience, I would like to point out the major ones: Under no circumstances should the FTS model be reduced to the distant custom support team. To help decide whats best for you, your team, and your customers, ask the following questions: When youre small, youre actively jumping to meet the needs of customers. In creating a support structure based on this schedule, they examined the business units they needed to support and each region. Additionally, if you have a site for each area around the sun, in different timezones, you'll be able to acquire more leads in that location because you'll be delighting your customers with consistent service. Granted, once the pandemic restrictions started to lift, we followed suit with offices. [12] Miguel Jimnez, Mario Piattini, and Aurora Vizcano. Still, it did, and that is where our plan and ability to coordinate staff remotely across the world helped keep all the processes running. Project handoffs are done on a daily basis at the end of each shift. The method literally follows the sun so work is performed during normal work hours anywhere in the world.
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