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Service & Delivery
For Questions and Discussions that pertain to Technical Support & Field Support, Professional Services, Managed Services, Services Renewal, Customer Success, Technical training and certification
Discussion List
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Average Handle Time (AHT) benchmarksLooking for some input and/or benchmarks on AHT for centers that are in the Technical Software space. Any whitepaper on this would be helpful. Thank you. -
Professional Services/PM Productivity MeasuresDear TSIA Members, We are thinking about new ways to measure productivity of our PMs in the Professional Services space. We currently consider compliance measures, project count, billability etc. I …
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CSAT Calculation LogicHi Team, How do you measure CSAT in your organisation ? Any specific formula ? Thanks Imran Razack -
Phone tree optionsWhat is the 'ideal' number of levels in an IVR phone tree? Thank you.
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Services in the SaaS World – Care to Share your Experience?As SaaS continues to proliferate, the focus on products shifts to solutions, which are delivered via cloud apps that companies “rent”, not own. As much as customers divest software ownership in the S… -
Enterprise Learning Agreement" (ELA) TemplateDoes anyone have a redacted "Enterprise Learning Agreement" template that you use with GSI partners that you're able to share? It would include things like training costs, number of ILT sea… -
How has your organization transformed execution of your traditional services offers following the inIn your experiences, does transitioning service models to more outcome-focused or XAAS models also necessitate a shift in the way core/traditional services activities are performed? -
What competencies do you wish you had identified earlier on?When transitioning from a traditional services vendor to an outcome-focused strategic partner, have any of you identified competency gaps within your organizations that you would have benefitted by i…
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Who owns the customer specific documentation at your company (configuration-related)In our Saas-business, despite the fact to introducing more and more standard setups, we still have a lot customization's implemented to our customers. Currently, the documentation of these customizat… -
Are there online community benchmarks?Are there any industry benchmarks around healthy online community forum activities? Specifically: 1) Forum Activity - based on the size of community, how many new questions and new comments occur on …
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Selectable Severity and Severity negotiationWe are launching selectable severity which will give customers the ability to choose severity for their support cases ; this will be a part of our new support offering. While we have clearly defined … -
Video Conferencing Tool for Technical TrainingHi everyone - I'm exploring a variety of video conferencing tools for our Virtual Training experience. Curious if you'd be willing to share who you use and what you love and/or dislike about the pla… -
Would anyone have best-practices and/or recommendations regarding measuring TAM workload and impact?Having recently taken ownership of a relatively new Technical Account Managers team and completed a strategic review of the service, there are two key requirements on which I'd appreciate any input. … -
PROFESSIONAL SERVICES AUTOMATION - RECOMMENDATIONSWe are looking to implementation a full-service PSA platform to bring efficiencies to customer onboarding, project management, resource management, and real time data and analytics. Any recommendati… -
Is anyone truly *publishing* micro learning content that rolls up to a course and/or learning path?Since 2007, I and many others have had a vision of being able to deliver prescriptive learning. That's the idea of developing micro learning objects that make up a course. Said another way, it's the …
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When hiring for weekend support which option do you use for the work week?We are in the process of expanding our weekend support and are looking at a couple of options to include in our job description for what the work week would look like. I am hoping that @EdlyVillanuev… -
Partner Training Discounts & IncentivesWhat type of training discounts and incentives do you offer to partners who implement your software? Do they just get a standard X% discount off all ILT training? For example, today we offer a 40% d…
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Limiting Support Offering if Architecture not to a certain standard?Hello all, Unusual one this one, but wondered if any of you had experienced/used an approach where if a customer does not have a solid architectural set up you restrict the level of support service … -
QA for call/chat/email quality reviewHello, I'm wondering if other organizations have QA teams who review your Support teams' interactions with clients. If you do have a team who reviews, scores, and provides feedback on support cases/t… -
Certification and the ChannelFor TSIA members: Do you require partners to obtain certification to qualify for your company’s channel partner program? And, if so, does the number of certified individuals and/or depth of certific… -
Do you know a Managed Services benchmark to validate what is the average indirect costs?Average Indirect Costs in the Shared Managed Services contracts can be related to human or others costs that are needed to deliver the service agreements. -
Service & Delivery Leaders: What are your creative strategies to keep your valued employees?With inflation pressure high and the difficulty in providing salary increases to keep up, it’s likely companies will continue to experience a continuation of the Great Resignation that we saw in 2021… -
Who "supports" demo environments for Sales demonstrations?Which department should be responsible for supporting the demo environments/instances that Sales uses to demonstrate to prospects? I have my own [very strong] opinion 😃 but would be curious to hear w… -
How to structure configuration changes/fixesIn the implementation project, a customer-specific configuration is built to connect to customers' systems. For us, often this configuration is complex and sometimes it is used even to cover up the l… -
Training Subscriptions & PartnersDo you handle training subscriptions for partners differently from how a subscription is offered to customers? If so, how? I've heard that partners don't budget $5,000 a year for training (not just …
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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! -
How is your Support Department handling sanctions on software?I'm curious to know how others are handling sanctions on software and how it impacts service delivery? Has there been proactive reach to Russian customers? Is there a flag on the contact or account, … -
Is anyone open to talking about how you manage your Support organization?I work for a SaaS company with roughly 60 Support Consultants servicing both B2B and B2C clients, and we're constantly looking for ways to scale the business, streamline processes, deflect cases (pro…
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Does anyone have any advice on how to incentivize certification exams?We are trying to increase our exam intake and I would be interested to know of different ways people do this. One idea we have is to provide discounts for people who are about to take their 2nd or fi… -
Teams structure to support High Touch customers?Does aligning Customer Success, Service Delivery, and Support Engineers team members into individual teams aligned to specified accounts, help better support High Touch customers? If so, in what ways…
