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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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 -
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! -
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 … -
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… -
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… -
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… -
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?… -
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… -
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… -
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 … -
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… -
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… -
Do you survey both the chat instance and the case when one becomes necessary?We are currently surveying both the chat instance and when a case becomes necessary, that case as well. They are generally worked and closed by different resources and I think we need to know how we …
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What is your survey response rate?Hi folks - Lately i've been spending a good bit of time digging into our survey response rate and trying to find trends. We have an amazing response rate at about 75%. Curious if other IT Training… -
Do you survey re-opened cases?Looking for input from the community on whether you survey cases when re-opened, which could result in a case being surveyed multiple times. If yes, how do you account for an engineer receiving two s…
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ES under Product Organization - what is your experience?Does anyone know of an ES organisation that sits under Product organisation? I am curious to learn about what are the Pros and Cons of that set-up. -
How do you combat the issue of agents not logging out?What are your enterprise support centers doing to combat the issue when agents forget to log out at the end of their shift? -
Webinar - Bridging the Gap Between Education and Support Services OrganizationsWe received multiple questions during today's live webinar that @David Baca and I didn't have time to answer. We will be posting our answers to those questions here, and of course gladly welcome new … -
Early November Transactional Support Survey Response RateIs anyone else seeing a significant dip in survey response rates for transactional support surveys (CSAT and CES) in the first week of November? Our market is United States healthcare. I'm wondering … -
Data Privacy regulations effects on digital transformation, i.e. Europe and Germany specificHow are you dealing with the data privacy regulations when digitalizing your enterprise solutions? Limiting access do by compliant to user data both internal and customer, not be able to take full us… -
Intelligent Case Routing - What solution are you using?Hello TSIA Community, We are starting to evaluate various vendors for an automated case routing solution. I was curious to know what solutions are you currently using and how satisfied you are with … -
Adding a platinum level support tier. What do you include in yours?We provide support for an on-premise software platform that is used by a variety of sectors and our customer range in size from SMB's to Tier 1 organizations. We currently have a standard and premium…
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Are you using Customer Journey Maps in Customer Service and Support?Customer Journey Maps (CJMs) capture the customer's experience as they interact with your product or service. While Process Maps capture the steps in a process from the company's perspective, CJMs ca…
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How to convince customers to initiate stalled services projectsI am a Senior consultant working for a product company and I work for PSO(Professional services organisation). We sell services as part of license deals or upsell services individually to existing cu… -
Virtual classroom toolsWhat tools are you using to deliver vILTs? I am looking for something that is engaging, innovative and immersive to a degree.
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Feedback CultureGood Day All, I hope everyone is well. Lately, I am hearing a lot of chatter regarding the topic of a "Feedback Culture". I am curious to know if your organization employs the historic annu…
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Remote Worker ExpensesThe Covid-19 Pandemic continues to impact the world and more companies are permitting employees to work from home. I am curious what "work from home" expenses is your company willing to rei…