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TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Welcome to TSIA Exchange! Here's how to Get Started.Welcome to TSIA Exchange, an online community for you and your team to navigate business challenges along with peers from the best growth and enterprise technology companies in the world. Learn more…Announcement Jerome Peck 1.7K views 10 comments 6 points Most recent by Jerome Peck About TSIA Exchange -
CSAT, NPS, CES, VES - What are your thoughts?We've heard at past TSIA conference keynote sessions that Net Promoter Score (NPS) is "dead". For Customer Satisfaction (CSAT), TSIA has indicated it is still a viable/reasonable metric to…Neal Hatton 15 views 3 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
ReportsWhere do you all find sample or templates for reports? Looking for Disaster Recovery Plans, Test results and suchAnswered Scott Bachrach 12 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
Do you bundle a flat fee for unlimited training and certification with a "partner company" license?If so, is it just a flat fee (e.g., $20K added for each partner company's license to cover the cost of unlimited training and certification exams)? How do you account for a high volume of partner con…Answered ✓ Beverly van de Velde 42 views 3 comments 0 points Most recent by Lawrence Kaye Revenue Growth -
Cost allocations for internal projects / internal work adviceHello, Any advice or best practices on the issues around PS teams performing non-billable internal work and how to effectively distribute the cost allocations for this? As a PS team we are targeted o… -
Seeking Advice: Building a Successful Coaching Practice from ScratchHello fellow professionals, I'm venturing into the world of coaching and am seeking advice on building a successful coaching practice from scratch. I have a strong background in building and l readin… -
Percent of cases caused by infrastructure incidentsHello, I am wondering if there are any support leaders tracking the % of incidents caused by private/public cloud problems. I am trying to understand what "good" would look like for a matur…Answered Robert McGinness 22 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy
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What Metrics or KPIs do you use to measure your Tier III Support team?We use the standard KPIs for our Tier I, client-facing folks (CSAT, Case Age, Quality, Abandonment, etc.), but our technical support team (aka Tier II, Tier III, Application Support team) is our &quo…Answered [email protected] 123 views 4 comments 1 point Most recent by Samir Bhargava Services Delivery & Operations -
Have you integrated Agents calendars across multiple tools?Hi, I'm part of a global support organization and would be very interested to know how you may have looked at synchronizing or integrating calendars from multiple tools? We have a CRM system where ou…Answered Liam flynn 12 views 2 comments 0 points Most recent by Liam flynn Services Delivery & Operations -
what do you base service offering pricing on?Since a couple of months, i've been in charge of transforming our product catalog of ICT & connectivity offerings with adjacent (unstructured) services into a service-oriented approach, ultimatel…Answered Stefaan Wuytack 43 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy -
Success Hub for Digital Customer Success in CommunityWe are beginning our DCS journey, including creating a foundational success hub in our community. I'd love to hear what other success hubs look like? What kind of content do you feature? Is it a sepa… -
Robot Process AutomationHello, I am researching products that are currently being used by organizations to automate repetitive/remedial tasks to free up valuable time for support engineers. Do TSIA community have a favorite…Answered ✓ KellyWilson 83 views 8 comments 0 points Most recent by Allan Grohe Technology & Services Strategy -
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… -
Does customer training increase software license contract value and renewals?Looking for data that show customer training increases software license contract value, as well as increases renewals and decreases customer churn. Any recommendations for recent data? -
Quality Assurance / Quality Monitoring BenchmarkingHi! For those of you who are conducting quality checks on phone calls, chats, and tickets: How many are you doing each month for each channel? Are your counts based on the agent (e.g. 10 per agent …Answered ✓ Kim Ahmer 53 views 3 comments 1 point Most recent by Kim Ahmer Services Delivery & Operations -
Support Hours or Service Hours or Bucket of Hours in Service ContractsAre these hours essential to be included in the services contracts to handle 'Out of Scope' support items as and when the clients need them ? It is non standard and hard to predict resource needs and…Suresh Kandeeban 42 views 3 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
KM tech stack - articles vs recordingsDear TSIA Members, We are looking for more diverse and inclusive ways to office short knowledgebase recordings instead of articles for to help customers who consume information better this way. Has … -
Service offerings via collaboration with CS and SupportHas anyone collaborated with their Customer Support and Customer Success teams to provide a next-level experience for customers? Currently, our Support team handles break/fix items and how-to questi…[email protected] 72 views 1 comment 2 points Most recent by Stela Koleva Services Delivery & Operations
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What does your Support Service incentive program look like?I would like to introduce a bonus based incentive program to Support Services. Does anyone use such a program? How is defined? I am currently thinking of including a bonus based on CSAT performanc…Answered Kimberly May 172 views 5 comments 0 points Most recent by Stela Koleva Services Delivery & Operations -
Where does your SaaS Ops sit in your organisationHello TSIA Community, I am looking for some insight into where your Operations team sit. For SaaS we have 2 operations areas, infrastructure and application. Do these sit in the same org structur…Answered Julie Rudd 22 views 2 comments 0 points Most recent by Julie Rudd Services Delivery & Operations -
Branding and Voice of Digital Customer SuccessAs we begin to build our digital CS model, moving away from a named CSM, we need to establish a cohesive brand and DCS voice across channels that is personal. I'm wondering what other companies are d…
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Is there a Support tool that stores customer specific info?Is there such a thing as one support tool that accommodates easy access to specific account data (like architecture diagrams). I want engineers working tickets to be able to reference information th…
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Frequency of assisted support case surveysHello all - How frequently do you conduct your assisted support case surveys? We have recently standardized from 3 different methodologies that were legacy practices from acquisitions. One system su…Gordon Sorensen 34 views 7 comments 0 points Most recent by Gordon Sorensen Services Delivery & Operations -
What does your in-app survey program look like?Hello all - I work with our product teams to develop in-app feedback programs for our SaaS offerings. While most of the best practices follow common sense guidelines and general surveying guideline…Gordon Sorensen 42 views 3 comments 5 points Most recent by Gordon Sorensen Technology & Services Strategy
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XaaS Services Delivery & OperationsWhat are the essentials for MSPs or Solution Integrators to be successful in providing services & delivery for XaaS offers ? How do we enable the delivery organization to best deliver for XaaS ?Suresh Kandeeban 12 views 1 comment 1 point Most recent by Carlos Alves Services Delivery & Operations
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Does anyone have any recommendation on Data analytics using AI\ML to analyze Support tickets?Has anyone worked with any vendors to perform advanced analytics on structured or unstructured data?. I am looking to apply machine learning, text analytics, and other advanced data mining technique …Answered Ibrahim Aqqad 102 views 4 comments 2 points Most recent by Alexandre Couto Bagdzius Technology & Services Strategy -
What is the ideal service operations & delivery structure for MSPs to be successful in XaaS World ??Answered Suresh Kandeeban 12 views 1 comment 1 point Most recent by Carlos Alves Services Delivery & Operations
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In regards to working out perf and evaluationsWe have a very simplified format for performance and evaluation of staff, but right now we are having a problem in working out the correct percentages. Please take into consideration that we have mor…Answered Debby Houghton 22 views 2 comments 0 points Most recent by Edly Villanueva Services Delivery & Operations
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What should the compensation % be for sales teams selling services?A good few years back our sales team was compensated more on selling services and also the services aspect counted towards their target revenue. This was changed to having services excluded from reve…Answered David Dixon 52 views 2 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations
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What is the average NPS for positive customer IT education?I realize that NPS scores range and that anything above "0" is positive. But, what are the industry average NPS scores for corporate software education courses that represents "good&qu…Answered Beverly van de Velde 32 views 2 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations
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