TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Welcome to TSIA Exchange! Here's how to Get Started.Welcome to TSIA Exchange, an online community for you and your team to navigate business challenges along with peers from the best growth and enterprise technology companies in the world. Learn more…Announcement Jerome Peck 1.1K views 6 comments 5 points Most recent by Jerome Peck About TSIA Exchange -
Security SLAs/SLOsHello TSIA community, we saw the pandemic accelerating the digital transformation and with this also the concerns related to security on the products have either hosted on-prem or public cloud. Cust…Question Goncalo Pereira 1 view 0 comments 0 points Started by Goncalo Pereira General Technology & Services -
Barriers to building an on-demand workforceSeveral speakers at TSIA Interact talked about the idea of a blended workforce-- where some of the work is done by freelancers, particularly those local to the customer and where there are dispersed …Accepted Answer Kris Fuehr 19 views 2 comments 0 points Most recent by Kris Fuehr Service & Delivery -
Data Retention TimelineHello TSIA Community! From a Support Services/IT perspective, I'm hoping to get some insight into data retention timelines. I think "case" or "ticket" data should be kept for a …Answered Chris Holm 38 views 4 comments 1 point Most recent by C. Kyle Johnson General Technology & Services -
We are in the process of evaluating a new Customer Success Tool.The challenge is to find all requirements in one platform. It would be interesting to get your feedback on the type of platform your Customer Success Managers use to track: Health Monitoring Lifecycl…Accepted Answer Martina Stiegler 103 views 11 comments 0 points Most recent by Jason Roznovsky Customer Success -
How should service credits revenue be allocated & recognized when delivery is across departments?We have 2 general types of credits. One is used for training. Those are typically created over a certain time period and amortized monthly over that period whether or not the customer uses it. We are… -
Is there a standard approach to converting a Likert Scale to a CSAT%?Depending on the source, I get strong opinions with one of three options that seem to be commonly used. In our case, we have survey options that are roughly worded in this manner: "The service … -
Who owns updates to your company’s Service Status page?Hi TSIA Community, Who owns updates to your company’s Service Status page? Support, Engineering, another team? We’re currently deliberating about https://statuspage.splashthat.com/. Thank you! -
Prepaying a budget for fixed-fee services?I have a fixed fee services question for the group. If you offer fixed fee services, do you let your clients pre-purchase a budget in advance? We have a fixed fee services menu and a client that want…
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What titles/role names you use in your organization for a Technical Support Engineer?Does anyone in this forum use a different title or role names for Technical Support Engineer / Product support engineer ? Also would appreciate any insights on the nomenclature used in your teams for…Accepted Answer Sumit Bhat 65 views 9 comments 0 points Most recent by Olivier Pierrot Service & Delivery -
Marketing Automation in Renewals – 30 second member pollAs a speaker on marketing automation at our upcoming TSIA Interact, I’d like to hear your thoughts on using automated emails in your renewals program. 1) Do you currently use automated emails for c…Accepted Answer Doug Caviness 63 views 8 comments 1 point Most recent by Steven Forth Sales & Revenue Growth -
Which global companies are recommended as a benchmark?Which global companies are recommended as a benchmark regarding the succesful transformation into a professional services & solutions company? Especially around (changing) governance and organiz… -
Anyone have experience implementing Robotic Process Automation (RPA) to generate renewal quotes?Hi All, I'm doing research on this automation topic and interested in the experience of others about practical applications of RPA in the renewal sales workflow. Thanks, DougAnswered Doug Caviness 64 views 3 comments 0 points Most recent by Doug Caviness Sales & Revenue Growth
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Project Time Tracking and Employee Time TrackingHi All, I've had previous experience using Dovico as a subscription based time tracking tool. What other products out there have you used and what kind of feedback can you share about this products?…Answered Gavin Murray 32 views 4 comments 0 points Most recent by Patrick Carmitchel Service & Delivery -
Digital touch Customer Success approach (1000+ customers)Hi, TSIA community! We are planning to set up an automated workflow (using the CSM platform) with no personal interactions. Our product portfolio does not have a usage statistics feature and it will …Answered Pavlo Paoliahushko 113 views 5 comments 0 points Most recent by Doug Caviness Customer Success -
What does your Support Service incentive program look like?I would like to introduce a bonus based incentive program to Support Services. Does anyone use such a program? How is defined? I am currently thinking of including a bonus based on CSAT performanc… -
Frequency of surveysHello, as part of our focus on customer experience, surveys play a very important role. One question that always comes up is the frequency of the surveys. From your experience what would be considere…Answered Goncalo Pereira 29 views 3 comments 0 points Most recent by Goncalo Pereira Customer Success
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Job Description for Global Support Business Operations LeaderLooking for Job description for Director, Global Support Business Operations responsible for Quality Training Process Analytics Budget Tools Projects /PMO WFM I could write one up but hoping to lever…Answered Monica Mallick 44 views 3 comments 0 points Most recent by Monica Mallick General Technology & Services -
Where does the training and support of Partners live?Good afternoon! Due to the growth of partner selling and solution outsourcing, one topic that seems to come up often recently is how companies can best equip their partners. Does anyone have any r…Accepted Answer Chris Holm 23 views 2 comments 0 points Most recent by Alexander Ziegler Product Management & Strategy
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How are you calculating Time to Resolution (TTR)?Hello! My question is related to Time to Resolution. How are you calculating TTR and are you including weekends (i.e. business days versus calendar days)? Also, do you include time spent in "Wai… -
Knowledge Management Best PracticesBackground: We are looking to establish an improved Knowledge Management process and capabilities for collecting market and customer information, as well as internal insights from the company’s own e…Accepted Answer Thomas Sjostrom 54 views 3 comments 0 points Most recent by Eddie Aguilar Customer Success -
Support Contract Renewal IncentivesHi Team, as the Covid-19 pandemic continued to impact our customers business, we experienced an increase in support contract cancellations in specific customer segments. Some of those businesses are … -
Where do you post your Support "rules of engagement"Hi We'd like to make information available to our customers that will set expectations for their interactions with Support. The info isn't appropriate for any legal doc as it doesn't impact T&Cs…Accepted Answer Claire Hernandez 15 views 3 comments 1 point Most recent by David Baca Service & Delivery -
Ideas for Hands-On Lab TrainingThe OneStream Certification Program exists for customer success purposes (i.e., to contribute to customer success via successful implementations as a result of establishing a thriving community of va…Answered Beverly van de Velde 28 views 2 comments 0 points Most recent by Beverly van de Velde Customer Success -
SLA as Chat transitions to CaseHi All, When a case originates in Chat but can't be solved and becomes a case, what SLA do you apply at that time? Do they get priority when they enter the case queue or are your initial SLAs applie…Answered Karen Bautista 15 views 4 comments 0 points Most recent by Karen Bautista Service & Delivery
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Services Nomenclature - 20 Second Member PollAs a historically on-premise software company that has pivoted to being a SaaS Provider we are reviewing post sale department/team names within our organization. The goal is to ensure we are aligned …Answered Christina Luna 75 views 14 comments 2 points Most recent by Jessie Adamczyk Service & Delivery -
Market research: can you help me find a comparable use case for an open source Knowledge Base?Hi all, I am doing some market research for content strategy and am trying to find a comparable use case to my own. I am looking for examples of SaaS companies that offer both open source and enterpr…Answered Erin O'Malley 43 views 6 comments 0 points Most recent by Alexander Ziegler Product Management & Strategy -
How do you categorize behavioral skills to allocate tickets to qualified staff?We are looking for frameworks/schema/approaches that other complex support organizations have used to categorize behavioral skills. In our case, we’ve developed a unified technical skills matrix that… -
Utilization - If you calculate utilization - what do you include? What is your equation?If you calculate utilization... Do you calculate the factor differently for Exempt vs Non-Exempt resources? (Does the denominator hours change based on Exempt vs Non-Exempt?) What hours do you inclu… -
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Is anyone blending their Remote Support and Field Support resouces?For example, we are working towards using Field Service Engineers supporting our Remote Support customers while not utilized with field engagements. If so: How are you scheduling Field Service Engi…