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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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… -
Self-Service Surveys - What questions does your organization ask?My organization has taken on a huge initiative to launch self-service to our client base and one of the KPIs that we're wanting to use to measure success are survey results. I have seen a lot of mate… -
Current growth patterns with eLearning subscription enrollments and consumption?Wondering what everyone is seeing in terms of growth for eLearning subscription users. Are you seeing the same type of increases in eLearning subscription enrollments as you are with virtual ILT? Add… -
Do you see differences in the current need for Digital Learning dependent on Geographies?There was always a difference between Europe / NA / LA / AP / Africa and acceptance of Digital Learning. I'm wondering if in times of COVID19 you're seeing changes? Are there Geographies that are mov… -
Dashboard/Balanced Scorecard for comparing Market UnitWe are working on a Exec Dashboard focused on comparing performance across our North America Services Market Units. The goal is to provide a concise ~2 page format of key insights to regional leaders… -
Are Product Analytics Accessible to Customer Success Teams?Does the CS team have influence on the product roadmap to get the needed product analytics to run effective customer engagements? What cross team practices make a difference? -
How are companies getting customers to renew subscriptions in the COVID environment?How are you getting customers to renew education subscriptions in the COVID-19 environment? -
Response Rate Changes to Customer Experience Surveys?We have been surprised by lower email response rates to customer experience surveys in recent months. Has anyone else experienced this challenge and what actions are you taking to encourage particip… -
Any experiences, challenges, using AR/VR technology for delivery?We generally deliver our service via old-school face-to-face means (including phone). With social distancing, travel restrictions, etc,, we're quickly trying to adopt AR/VR technologies for a richer… -
Are you already planning future face-to-face events (like Advisory Boards) with partners and when?We transformed typical face-to-face events like AdvisoryBoards and Partner Conference to virtual events. But still there is a certain way of communication that is not possible in a virtual world. As …
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Maintaining client engagement during long sessions over the internetHi All - How do you all ensure engagement for longer periods of time (one ore more full days of consulting) in a remote environment? We seem to do well with small classes (training in nature), howev…
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Are you converting field service work to depot work in response to COVID-19?Hi Everyone, I'm wondering if anyone has any experience or thoughts on converting existing field service contract work to depot service in light of the pandemic. For example, if you have equipment t… -
Is there a need to adopt Digital Learning Offerings to include interactive components?With the current situation we're seeing as everybody significant increase in the need to digital learning offerings. In internal discussions the question came up if we should include into existing no…
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What Resource and Workforce Management Challenges are you Facing?How has your resource and workforce management been impacted by the global crisis? -
How to measure relationship and quality of case resolution for regular customers?I have a group of designated support resources that interact with individual within their customer portfolio very regularly (sometimes several times per week). I am interested on the ability to measu… -
Utilization MetricsIf service delivery bookings have decreased at all for your organization, what plans do you have to keep utilization metrics in line with expectations? For example, if there are less Professional Se… -
Cost of Post-Live Support: Benchmarks?Hi All - Our Support Services team is preparing an analysis on the cost of post-live support (support provided our Customers upon go-live of a software implementation, through their maintenance contr…
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What is the standard range for enterprise support adherence?Some of my members are dealing with increased call volumes. For companies that experience high call times and high average handle times, what is the standard range for enterprise support adherence? -
Any recommendations for push routing solutions with Zendesk?We're planning on moving from a pull ticket routing model to a push model. We use Zendesk for our ticketing system. Zendesk does not offer this out of the box and I only see two solutions in the Ze… -
What are examples of specific ways COVID-19 has impacted your Services Organization?Are you seeing little to no services impact, improved business opportunities, or negative impact? -
Are employees eager to use chat when providing support, or do they resist?For those of you who have introduced Chat support in the last few years, how did your employees react to the introduction of chat (not chat bots) in your company? Were they eager to use it, or were t… -
XaaS Channel Optimization - Prioritizing Partners’ Economic EnginesWhat have been some successful strategies your organization has employed to design offers that are "channel first" and "partner first"? Specifically ones that included new partner… -
What are the top SaaS outage communication best practices?Qlik is transitioning to SaaS first and I am looking for best practices to manage communication to internal and external stakeholders. With COVID-19, communication is becoming a key factor of succes… -
How are you measuring the impact of COVID on your support delivery?COVID-19 is impacting businesses in infinite different ways. For those of us concerned with how we can provide a great experience and be there from our customers through continued support delivery, h… -
Are you extending existing contracts to accommodate customers impacted by the Pandemic?In the wake of this crisis, is your organization changing or extending contract dates for service delivery packages?