There is little question but that centralized tech support by itself has advantages - more interchange among the providing individuals, better access to the TS experts, and closer supervision (your job, I guess). For that I commend the decision.
The horror stories I have heard about tech support will, I hope, diminish as you get a good grasp on the people that work for you. I have heard, for instance, that they couldn't solve a problem which was fully documented in the knowledge base. That must be fixed. The long gap in time between submission and substantive response is also something we hope will subside.
Take a look at the Semantec tech support system for a model if you can consider a system change. They use a BBS sort of thing (they call it email) where the submission is first keyworded past their knowledge base for the submitter to review; if the problem is still not solved it goes to a tech supporter who answers within a day (by my experience). The answer is not only posted, but the user is notified by private email that the answer HAS been posted and a link to the posting provided. Neat.
Tell me, will the tech support people have easy access to the development team or will there still be some distance betwen them?
Good luck with the transition!
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