Technical support teams are stuck with outdated, tiered systems that rely too much on human labor. The shift is toward self-service, remote field engineers, and faster solutions driven by what customers actually want.
We had a very traditional method of delivering support in a tiered model. It was a lot of human interaction, not a lot of client self-service.
We're still working on 50-year-old technology, and we had to transform. The technology didn't allow us to transform.
We have remote technical support professionals around the world, and we also have additional support professionals who are on-site in the field delivering hardware support to clients as service engineers. They were talking to our customers every day, and they knew that we needed to do something different.
What they wanted was a new paradigm, a different culture, easier, simpler processes, and that's what we're doing right now.
The evolution of support is being highly influenced by the consumer experience.
It's a huge part of IBM, and again, the number one focus is getting solutions to our clients as fast as we possibly can. Thank you.
