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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ES under Product Organisation - 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. -
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… -
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? -
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… -
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… -
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… -
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…
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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… -
Introducing Self-ServiceWe want to introduce self-service to support our customers which use our software. Since we are still at the very beginning of the journey, I would be interested in learning from experience so as not… -
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…
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Categories for 360 Customer ReviewHello Everyone, In order to do a customer 360 review healthscore card I consider the following dimensions: Overall Sentiment Customer Readiness Product Sentiment Bugs Implementation Readiness Support… -
**Alert** TSIA is conducting a Change Management Quick Poll | Please Participate!Hello TSIA community! We need your help! Over the next several weeks we will be conducting two very short polls (8 questions each) to gather precise information on ITIL Change and Problem Managemen… -
Are you RMCP certified? If so, where did you certify?I'm asking as I'm curious about the Resource Management Certified Professional path. Thank you!
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What is the COVID-19 Impact to your Delivery Operations?Hi Community, hope you are all staying safe and healthy! By now we hope you've seen our Rapid Research Response content and polls at: In this community, we'd love to hear how COVID-19 is impacting …
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How have your customers' expectations changed in the COVID-19 environment?What are your customers asking you to do differently? -
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?
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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 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…
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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? -
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… -
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… -
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? -
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 …