CLM Support - A Critical Success Factor 2

4) Design CLM support model following good IT practices. This includes:
Single Point of Contact Helpdesk.

5) Record all requests and problems regarding the software and ways of working. Even a simple excel can be sufficient. This will allow you to understand which

6) Review the tickets on a regular basis, preferably together with the software provider so that you can learn what are the most common problems.

7) Use KPIs to monitor the quality of the IT service. Some basic ones might include: %tickets solved within SLA, average ticket resolution time etc..

8) Hire IT specialists with at least some business orientation. Develop them towards a greater understanding of the company's business goals and processes. Whenever possible try to bridge the gap between IT and business. Dual calls with representatives or IT tables during cycle meetings are a good way of achieving this.