RUC 2003 reducing time to market using follow-the-sun techniques Published: A follow the sun model keeps everyone on the same page, working towards the same project end goal., Lets walk through some best practices for setting up a follow the sun model., While a follow the sun model means teams in multiple locations could be involved, its important to define what the home base is for each project you take on, whether that is your site or another one. To make collaboration and handoff even easier, engineers and process owners can @mention each other to focus attention on specific shapes of the diagram. PDF How to Provide Global Support There is a common product repository which allows each site to be in sync with their work at the end of each workday. Slide 1 of 5. In its early days, this customer service approach only seemed feasible for big companies that had the resources to open and staff multiple offices around the world. Follow the sun is also used by software development teams that are spread out across global sites. At any given time only one team owns the product unlike other global configurations in which multiple locations can own different parts of the product. And when the shifts switch, you'll have each site hand off work to the next shift. Do we get enough tickets from each timezone to support a customer service agent. We identified three main themes, namely challenges and best practices, location selection and hand-offs management. It was developed so companies can provide round-the-clock customer service, literally following the sun around the globe. Which begs another question your team should consider when evaluating options: How would you categorize your customer base, and does your customer service teams approach require variance between all of them? They are summarized in the table below. A follow the sun model can help your organization provide 24/7/365 support to customers across the globe, regardless of time or location. Use Lucidscale to create a higher-level overview of your architecture diagram thats ready to present to stakeholders. This process could take weeks if only one team in one time zone is working on the project. Most employees do not want to be at work 12 or 16 hours a day. A customer service platform with mobile access might allow you to stagger your shifts between home and work, and to cover different time zones, without having to hire a remote representative. Follow The Sun Model: 24/7 Customer Support | Gladly By its basic definition, "follow-the-sun" means that support literally follows the sunit's a type of global workflow in which issues can be handled by and passed between support locations in different time zones to increase responsiveness and reduce delays. Join 64,500+ Customer-Facing Professionals, Pop up for FREE CUSTOMER JOURNEY MAP TEMPLATES. Prezi, for example, has teams in two locations: San Francisco and Budapest. The truth is, follow-the-sun support is simply a method meant to satisfy customers, regardless of time or location, and that too can be a reality for even small- to mid-size businesses. Many companies. Infosys concluded that applicability of FTS was limited and highly specific to the nature of the task at hand. We have showed earlier that using the concept of calendar efficiency, FTS gives lot of room for decreasing the development time. 0000063267 00000 n They also need to train employees on how to use the software and then respond to any service tickets upon deployment. Since there is no overlap during the hand-off and the hand off happens, for example, via e-mail, instead of via the phone or other communication tool. You can update your preferences or unsubscribe at any time. Technology Tools and Infrastructure to Support FTS. Try another search, and we'll give it our best shot. It is interesting to note that there have been very few documented cases of successful FTS application in the software industry. Stars, 16 Agency Leaders Explore The SEO Trends Impacting Their Work In 2023, 15 Smart Ways To Address High Employee Turnover, How Vietnam's Entertainment Industry Can Increase Its Global Reach, 6 Best Practices For CEOs And Professional Leaders Using LinkedIn. Typical challenges such as coordination, communication and culture differences presents a bigger challenge to FTS than GSD, as FTS involves daily hand-offs. In This in turn increases productivity. 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. Let's talk about providing 24-hour support without overwhelming one location and forcing staff to work overtime. Follow the Sun is a customer support method that focuses on providing consistent customer support without regard for geographic location or time restraints. 0000005432 00000 n Several workflows seem to be using the FTS model, but in reality this is not always the case. 128 0 obj <> endobj xref 128 43 0000000016 00000 n
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