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 8 comments 5 points Most recent by Jerome Peck About TSIA Exchange -
Definition of First Contact Resolution for a non case handling modelHi, I am reviewing FCR for our Tier1 model, which does not have case ownership. Does anyone have a similar model in Saas and if so how are you defining FCR? Also once the case is closed(without confi… -
Benchmark for Email Support SLAsHi, We are a SaaS company looking at revising our SLAs for email Support cases. Looking for insight/best practices that others employ. Thanks, Corinne -
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Is there a standard for what % of time a SW dev team works on features to satisfy existing users?Hello TSIA community! I hope you are all doing well. I am hoping to get some insight from the community regarding on average, what percentage of time a software development team is working on differe…Accepted Answer Tommy Glicker 42 views 4 comments 0 points Most recent by Tommy Glicker Product Management & Strategy -
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! -
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… -
Staffing for "Floating" CSM CoverageHi, How are some of you managing if you have high attrition or churn in your CS org? Has anyone ever created a justification for a "floating" CSM? Thank you. -
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…Answered Goncalo Pereira 25 views 6 comments 0 points Most recent by Goncalo Pereira General Technology & Services -
How do you train/improve upon the skills of your Customer Success team? Certifications?This question has come up in a lot of conversations. Organizations are wondering what others have done when putting together an onboarding program for CSMs. Also what well-known certification progr…Accepted Answer Jasmine Pilar 35 views 3 comments 0 points Most recent by StevenForth Customer Success -
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 124 views 12 comments 0 points Most recent by StevenForth Customer Success -
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 32 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 …Accepted Answer Chris Holm 42 views 4 comments 1 point Most recent by C. Kyle Johnson General Technology & Services -
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 … -
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 75 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 62 views 8 comments 1 point Most recent by StevenForth 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 73 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 123 views 5 comments 0 points Most recent by Doug Caviness Customer Success -
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 33 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 42 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 22 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 64 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 22 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 BeverlyvandeVelde 33 views 2 comments 0 points Most recent by BeverlyvandeVelde Customer Success