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
-
Support Resolution Time CalculationHi all! Our reps mark a ticket as resolved in ZenDesk aligned with the following definition: “Resolution” consists of providing, as appropriate, one of the following to Client: an existing correctio… -
Looking for best practices around NPI for Services / Services Offerings.We would love to receive information on NPI best practices/research in the industry. We want to start crafting our POV but want to research some. Links, articles, or event contacts to speak with will… -
Are you delivering immersive training for your software solution(s)?What level of immersive training do you deliver? What tools do you use and how engaging do you make it? -
How are you coordinating successful training programs with Academia in the US?We are seeing a big adoption of our Academia Program offering in EMEA and APAC and a very low one in US. What is your recommendation in terms of how to connect with academic institutions in US to hav…
-
How do you allocate the costs of central global education services?For Education groups that provide central global services (Virtual Labs, Collaboration Tools, etc) how do you allocate those costs to your P&L country groups? For example if you have a central l… -
Is anyone adjusting PS incentive comp plans with different measures or lower ute targets?We've seen a number of companies start to de-emphasize utilization as a primary driver of incentive compensation for PS individual contributors. Given COVID revenue and cost pressures, wanted to see … -
How are you getting buy in from your field team to travel again?Overnight stays and air travel are normal things for Field Service, but with the new normal how do we make our technicians comfortable with hitting the road again? -
Covid - What are you doing from an employee burnout perspective?Are you finding the working scenario during pandemic leading to employee burnout? If so what ideas do people have to ensure their teams remain engaged, motivated and energised? -
Profitability of the support contractsMay sound like a very basic question, but I am wondering how others are managing the profitability of the support contracts ? Obviously support agents are not dedicated to one contract so their time … -
Support KPIsHi all, We are doing a mid-year check in support check in with our team and metrics. We're wondering what other support departments are using as target goals for key support metrics Mean Time to Sol… -
Who owns your knowledge base? Product, Product Marketing, Support, Other?Hi TSIA Community, We're a small but growing SaaS business and all of our knowledge base content to date has been written by our support and services teams. Often, as bonus tasks to their core suppor…
-
Team Roles & ResponsibilitiesHello Everyone - I would love to understand how you structure business analysis and product expertise responsibilities within your service's delivery team. Do you expect all team members to have both… -
Any best practices how to increase participation in NPS around Digital Learning Offerings?We have seen a lower participation rate in NPS when selling Digital Learning Offerings that are not instructor lead compared to Instructor Lead Offerings. In todays times I would be interested to si… -
Help getting started with delivery partners in SaaSHi TSIA Community, We're close to the point in our SaaS marketing tech growth in which it makes sense to build a more formalized delivery partner network. We have a decent-sized in-house team with a…
-
Are you seeing an uptake in digital self service based on the global pandemic?We're focussed as a company on B2B and so far we sell our services and products via face to face reps, on self-service marketplaces and also via channel etc. I'm wondering if anybody is experiencing …
-
Are you using a Workforce Management System for Support organizations?Hi! We are currently looking at finding a more efficient way to route our incoming cases to our support members and would like to take several factors in consideration: Skill/Capability Workload dist… -
Is your company covering the cost of employee's or 3rd party providers COVID tests?There are customers & jurisdictions that are requiring service delivery personnel to have COVID tests prior to going onto the customer premises. is your company covering the testing cost for you… -
Support Services productivity through the pandemic...Hi All, I would love to hear how was your support team productivity impacted since the pandemic start. And, what is your top KPI for productivity? Stay well! -
How do you apply market segmentation to customer success?Effective market segmentation is the key to marketing, sales and pricing. The state of the art is to segment markets based on how customers get economic, emotional and community value. How are peopl… -
When do you expect live classroom training (ILT) classes to return?Looking to see when folks expect ILT classes to return in the US? -
Services or commercial compromises to keep selling?Have you seen the need to compromise/reduce - either in Service delivery or on commercials - to the current economic climate where sales cycles are longer, buyers may be more cautious and appetite to… -
Benchmark for effort distributionHi Looking for % effort distribution benchmarks for a professional service project. Phases = Planning, Requirements, Design, Build, and Test Alternately a cost distribution may also help. -
What new Field Services innovations are resulting from this pandemic?What are some of the more interesting innovations in Field Services occurring these days? And, the most common? -
How are you combating the increase in non-renewals of service contracts?Are there new services or deliverables that you are offering to keep customers that are trying to reduce their spending.
-
Is anyone seeing a trend back toward in-person Professional Services delivery?Hi All - Have you seen any indication of trends from clients whether a return to in-person professional services (PS) delivery is anticipated in 2020, or is the sense that clients will expect PS pro… -
Are you seeing a reduction in partner labor rates?An effect of the pandemic has been an increase in the unemployment rate. With the labor market not as constrained as it was a year ago, have you seen as an outcome a willingness of third parties to …
-
Instructor EnablementI'd love to talk with someone about how you're utilizing instructors during any down time and keeping them focused on the virtual customer experience. -
Capacity management leading practicesWe are looking to up level how we analyze our capacity trends, using pipeline and existing resource pool skills. What are some things your organization is doing that are working really well? -
What is the biggest challenge you see supporting customers during this pandemic?I am keen to learn more about examples of how companies are supporting their end users or customers during this unique time of IT lock downs, remote workers and so much more. -
Customers moving from Phone to Chat... whatsapp?During this crisis, many customers have switch from Phone to Chat. Probably easier to chat if working from home with people around than phone call. There is still a way to go, but clearly it is a fas…