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-The Legacy Product
 Problem


-Kiwi Format for
 Knowledgebase?

-Support for a Client's
 Outsourcer

-Code Maintenance vs.
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-Call Center Mergers

-Sarbanes-Oxley
 Certification?

-Overtime rules?

-Mandatory support?

-Use channel partners for
 for selling training?

-Overseas escalation?

-Enterprise support

-VOIP for support?

-The California anti-spam
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-Bug-fix promises?

-Career move to help-desk
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-What about outsourcing
 to a call center in India?

-How should I spend my
 PR budget?

-How should your
 chargeback system
 handle indirect costs?

-Do survey scales affect
 the accuracy of customer
 satisfaction scores?

-What's the right basis for
 an incentive plan?

-Should we give
 competency tests when
 we train new users?

-How can I get budget
 dollars for localization?

-How do we benchmark
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-Why are customers
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The Legacy Product Problem

"We have a dozen or so 'legacy' products that still generate some income from maintenance and parts sales, but they're a nuisance. We'd even be happy to give them to a third-pary vendor for free, just for the good will we'd get from our users. Has anyone tried this approach?" Please share your thoughts.

—Stephen from Stratford                           



Stephen—

"Outsourcing" older products is done all the time and works fine. The issue here is: do you want to hold on to your customers? If not, then giving away the products and the customers to a third party is just fine. If you prefer to retain the customers, perhaps to migrate them to a newer product down the line, you’re better off outsourcing support for that particular product line and retaining control of the customers.

Whether you decide to outsource or give away the products entirely, the key to success is to carefully train the third party. Try to do it before your last experienced support staffer leaves! This is a great use of a well-designed knowledge base.

Good luck!

—Françoise Tourniaire  ft@ftworks.com
    FT Works
    650/559-9826





[Any other advice on this question? Please send an email to membership director Jane Farber at jfarber@asponline.com, and we'll post your feedback.]