Support processes

Support processes are internal processes that indirectly impact the customer experience. This can include interactions between the organization and partners or third-party suppliers.^[1] For example, in the service blueprint of a healthcare organization, some support processes might include:

• Maintaining accurate patient records
• Maintaining the website, app, or telephone system needed for patients to book appointments
• Coordinating with insurance providers for billing and reimbursement

These processes ensure that customers have a good experience without necessarily interacting directly with these processes.