Yuval Kedar is the VP of Service on Demand and CTO of Ness Technologies. He has over 25 years of management experience in programming, infrastructure, and as a former CIO. As companies develop new products, they often struggle to balance continuing product development while also providing adequate customer support. Kedar recommends that companies focus their R&D funds on product creation and instead utilize specialized service providers to handle customer support needs through tools like CRM, knowledge bases, monitoring, multi-language support across all access channels, and service management. This allows companies to scale globally while keeping their core teams focused on research, design, testing, and product innovation.

1. We, Support.
Yuval Kedar
VP Service on Demand & CTO
Ness Technologies

2. BIO
45, M+3, Yavne
Over 25 years of Management (& command) experience
Lieutenant-colonel (reserve)
Programmer, Infrastructure ,ex CIO
B.A Business Administration
M.A Political Science
VP Service on Demand – 300 employees , 80+ customers
CTO – 2 technological units, ITIL Master
Business Development

3. Product lifecycle twists to customer support
• First you imagine than creates
• POC/MVP
• First customer
• Build and package (main effort)
• Second and third customers
• While im(proving) your product Some customers use it and have
question (and needs)
• Start support request changes – heavy load
• CRs turn to release turns to expectations for Service
• Did someone said SLA?

4. Creating while Supporting

5. Essential Capabilities you need while creating
You need to:
• Communicate clearly and professionally
with your customers?
• Operate a 24 X 7 support service?
• Deliver multi language services ?
• Maintain technical knowledge through
support layers?
• Understand customers from different
cultures?
• Evaluate and improve your customer’s
perception on your service and products ?
• Extract business data from customer
support systems?
layers?

6. State of the art product creates Dilemma..
Customers or Product?
R&D Defocus?!..
or
Comprehensive
Tailored Solution
Ready to use

7. Recommended methodology for product support
Overall ability to operate an efficient, smart and high performance
service facility

8. Don’t spend R&D money on Service set of tools
CRM &
Reporting
Knowledge
Base
NOC &
Monitoring
Any
language
Interpreting
ALL
Access
Channels
Service
Management

9. How to create world wide?
Near shore

10. When you scale up – keep focused
• Operate field support in Israel and
other locations
• Design, build and operate R&D
labs private or public cloud
• Operate testing and QA
• Training and change management
• IT operations and experts: MS,
UNIX, DBA, Network, Telephony,
etc.
• Operate logistic processes,
inventory, purchasing
• Operate and measure other
contractors
• Cloud services

11. Well … that’s a total waist of R&D money

12. You, Create.
We, Support.

13. Thanks
Yuval.kedar@ness.com