The Follow the Sun (FTS) model is a support model used by organizations to provide 24/7 customer support to clients located in different time zones around the world. This model allows organizations to provide continuous support without having to work round the clock.

The FTS model works by dividing support teams into different regions or time zones, with each team responsible for providing support during their respective working hours. As one team completes their shift, they hand over support responsibilities to the next team in another time zone, ensuring seamless and continuous support.

For example, let’s say an organization has support teams located in three regions: North America, Europe, and Asia. The North American team works from 9:00 am to 5:00 pm EST, the European team works from 9:00 am to 5:00 pm CET, and the Asian team works from 9:00 am to 5:00 pm JST. As the North American team completes their shift at 5:00 pm EST, they hand over support responsibilities to the European team, who then provides support until 5:00 pm CET. The Asian team then takes over support responsibilities and provides support until the North American team starts their shift again the next day.

The FTS model requires effective communication and collaboration between teams to ensure that support tickets are handled efficiently and effectively. It also requires teams to have a thorough understanding of the organization’s products and services to provide accurate and timely support to clients.

Overall, the FTS model is an effective way for organizations to provide continuous customer support to clients around the world, improving customer satisfaction and loyalty.