DB Kay & Associates: Services

Assessments
DB Kay & Associates provides assessments of your current customer service processes and the technology that supports them. This assessment gives you a low-cost, no-risk way of quantifying possible returns from improvements.

Strategic Planning
DB Kay & Associates will work with you to create a strategic plan for your service process and technology improvements. This plan will be based on the New Imperatives for Customer Support, tailored for the specific needs and situation of your enterprise. This provides you a practical roadmap for implementing and tracking change that delivers cost savings and enhanced customer satisfaction.

Knowledge-Centered Support Training
DB Kay & Associates is an authorized training partner of the Help Desk Institute (HDI) certified to teach Knowledge-Centered Support. DB Kay offers scheduled and on-site KCS classes to help you optimize knowledge management in your support center or help desk. Learn more about Knowledge-Centered Support training...

Business Case Creation
DB Kay & Associates will help you create a credible business case for investments, and will evaluate and compare ROI analyses provided by technology vendors during the selection process. Then, DB Kay will do an "as built" ROI and/or Balanced Scorecard analysis to determine how actual performance measures up to planned results.

Vendor Selection
It's well known in the vendor community that an RFP that isn't well thought-out will receive responses that aren't very well thought-out, either. Having written software requirements and many, many proposals, David Kay will develop RFPs and RFIs that truly capture the business needs of your organization, and that bring out the best in the responding vendors. The result: you can cut through the technobabble to find the right partner for you.

For Technology Vendors
DB Kay & Associates will provide product strategy consulting, sales training, sales tool development, and thought-leading presentations and white papers. These will be based on DB Kay's ongoing market interaction to help you present prospects with the offerings they want and the messages they need to hear.

Services

Strategic Consulting for

Next-Generation Customer SupportSM