The benefits were immediate. Within the first few weeks we were able to observe some inefficiencies in queue management and improve continuity of care for people seeking help. We identified some things we should start doing, and just as importantly some things we should stop doing. Unexpectedly, it seems to have given additional focus to the engineering team because we no longer have engineers “on call” for escalated tickets.
It’s great to see more companies giving whole company support a try. It’s even better that they publish articles to let us know how that went so we can learn from it.