Create collaborative arenas to develop the best experiences

Meeting customer 5.0

Microsoft Corporation is an American multinational technology corporation which produces computer software, consumer electronics, personal computers, and related services.

What support really means

Customer support inside the clouds of Microsoft is handled through several support verticals and departments. As the company grew, customer support has become a major strategic asset to ensure client growth, loyalty and long-term relationships. Specifically for the high-revenue clients of the firm. The challenge presented was to move the identity of the leading support expertise center towards a future-orientated, focused and collaborative unit, that sits at the centre of managing and representing the Microsoft brand.

ACE - Support Superstars - Experience Megastars

Next generation customers demand next generation solutions. As customers change, so does support to industrial software solutions. New value chains demand technology that grows at the pace of the customers, adapts to scale, and supports the business on all levels.

A step in understanding the identity of such a vertical is to portray the idea of support being a thing of the past, all the while experiences are the driving force of any brand touchpoint. A support team that is positioned at the very top of the most complex tasks needs to be aware of their brand experience leadership function. Across this support structure, the Microsoft Experience is now defined, and functions as a guiding principle for the ACE teams, who will safeguard and develop that experience to perfection.

Going forward, the support structure will implement this identity, live by it, and create collaborative arenas to develop the best experiences possible - both for the customers, and for Microsoft itself.

More about Microsoft here: www.microsoft.com Reference: Marvin Mitchell, mmitchell@microsoft.com