TSIA World: Envision Registration Open
Live at the Aria in Las Vegas • Oct 17-19, 2022
Where business transformation is brought to life: https://www.tsia.com/conference
Live at the Aria in Las Vegas • Oct 17-19, 2022
Where business transformation is brought to life: https://www.tsia.com/conference
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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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. … -
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… -
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?
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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 … -
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… -
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 … -
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… -
Explicit vs Implicit DeflectionDo people track explicit vs implicit deflections together or separately? -
Has anyone used Jira for the Agile project management and capacity planning of Curriculum Teams?Hi everyone, We are coming to the close of phase 1 of our implementation of Agile working, using Jira as a project management tool for end-to-end technical training. We have developed a functioning p… -
Has anyone stopped charging customers for training? If so, what was the impact?We are revising our education pricing and want to stop charging for the intro classes. I'm curious if anyone has stopped charging. I'm interested to know if more customers took the classes or if t… -
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 -
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…