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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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Services "Brand" within the Organization (Q Targeted for non-pure-play Services orgs)Our organization has a 150+ year manufacturing history. We are viewed as a great "engineering" company. We do also have a strong track record in Services (mostly equipment-related start-up,…Answered Alex Gershman 31 views 2 comments 0 points Most recent by CarlosAlves Technology & Services Strategy -
Transforming from "Break/Fix" to "Recurring Maintenance Contract" in a More "Traditional" Mfg. Org?This is very much related to the other question I asked recently... A vast majority of the revenue we generate from 1/2 of our Services business is tied to an on-asset based service model -- it's &qu…Answered Alex Gershman 51 views 2 comments 1 point Most recent by CarlosAlves Technology & Services Strategy
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What silver linings are you finding through this time of change?As many challenges as we're all facing I would love to hear some wins! While I've been working from home the past few months I've seen the faces of coworkers I wouldn't have otherwise seen unless ons…Answered Elise Lostutter 21 views 3 comments 0 points Most recent by Courtney Ellis Workforce Management -
Post COVID-19, are you expecting changes to go-forward Services engagement processes?What will the changes be in our industry as we move forward over the next year or more under a "new normal"?Answered ✓ Chris Wright 43 views 4 comments 1 point Most recent by Christine Sei Services Delivery & Operations -
What's successful for improving Channel performance in long tail renewals?What tools and processes have you found essential for improving long tail renewals of your Channel customers? What have you found to be your biggest challenges in this area? -
What are the 1st Steps Towards Establishing a "Customer Success" Structure?For organizations without "Customer Success" departments, what are some easy first steps to move in that direction (versus upheaval of entire org or conflict with Sales)?
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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?Answered ✓ Tishia Beneventi 71 views 5 comments 1 point Most recent by David Perrault Services Delivery & Operations -
How has COVID-19 impacted your investment priorities this year?What are the main priorities in terms of investment in your projects facing COVID-19? -
What offer and pricing actions have you taken in response to the COVID-19 crisis?Members have been asking this about offers and pricing updates, changes and market withdrawals during this time. The quick poll is designed to capture these trends. Feel free to check it out. https:/…Answered ✓ LauraFay 121 views 8 comments 2 points Most recent by Doug Caviness Technology & Services Strategy -
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…Answered Larry Aronovitz 62 views 4 comments 0 points Most recent by David Perrault Services Delivery & Operations -
In an effort to survive in a down economy, are companies taking the less compassionate route?In an effort to survive in a down economy, are companies taking the less compassionate route of laying people off in tough job seeking times? If not, what options are they using?Answered ✓ Deby Covey 11 views 2 comments 0 points Most recent by Deby Covey Technology & Services Strategy -
Identifying best PSA system solutions for delivering ProServicesWhat are some of the PSA (Professional Service Automation) solutions that you have had especially good experience with for delivering Services?
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What Persuasive Tactics are you Using for Driving Virtual Training?For those who are currently conducting customer training, can you share any success stories on persuading customers who want to wait for ILT, both present and future, to not wait and take on alternat… -
Returning to "normal" - what does it look like?As businesses start to re-open in phases what are some things that support centers are doing to ensure that people returning to the office have "clean" equipment? (headsets/microphones) ? …
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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?Ravikumar Mallela 161 views 6 comments 0 points Most recent by Eileen Looi Services Delivery & Operations -
How to react facing big discount request for recurring contracts or x% cut in PO for project ?Customers asking for big discounts in recurring contracts (M&S). In some cases, they are just imposing a cut of 20% in every PO for every project until the rest of the year. How to react? -
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…Answered Joseph Reifel 21 views 2 comments 5 points Most recent by David Perrault Services Delivery & Operations -
Outcome Based ThinkingWhat are some examples of how you have promoted or adopted "Outcome Based Thinking" in your Services
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What tangible expectations have been changed as "Outside Sellers" have become "Inside Sellers"?The vast majority of our Services salesforce are "outside" sellers -- who are quickly learning the ways of the "internal seller" world. We've been working to rapidly evolve expect…
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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…Answered Christine Sei 41 views 1 comment 1 point Most recent by Meldon Morais Services Delivery & Operations -
How has the shift to a fully remote workforce impacted Service Delivery and Security?What is the impact of Covid-19 to service delivery organization, as workers must work remote from physical NOC? Have there been security implications to providing remote access for workers?Answered ✓ Paul Bohlman 51 views 3 comments 0 points Most recent by StephenSpence Services Delivery & Operations -
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…Answered ✓ Daniel Coullet 132 views 5 comments 0 points Most recent by Melanie Gallo Services Delivery & Operations -
COVID-19 Impacts to Digital Customer ExperienceIn the wake of this pandemic how is your digital customer experience strategy evolving? Revised customer engagement strategies? Enhanced customer community plans? Additional plans or changes to onlin…Answered Christina Luna 91 views 5 comments 3 points Most recent by Tim Lopez Technology & Services Strategy -
What concessions are you making to get renewals done?Hi, everyone. Steve Frost from TSIA. We're currently running a poll that talks about how renewal rates are going, and what you're doing with your policies when customers say their procurement or bud… -
What is the expected post COVID-19 business state for changes made to offers and pricing?Hi Everyone, A crystal ball would be helpful to business planning, right? Without one we can combine all our data and insights to form a collective view of where thing are headed in tech, for exampl…Answered LauraFay 61 views 1 comment 5 points Most recent by David Perrault Technology & Services Strategy
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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…Answered Justin Nuzum 71 views 3 comments 1 point Most recent by ChrisHolm Services Delivery & Operations -
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?Answered ✓ Courtney Ellis 71 views 2 comments 7 points Most recent by JeremyDalletezze Services Delivery & Operations -
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Meet the TSIA Exchange Founding Community MembersWe are very excited to launch this community with the support of members from the best technology companies in the world. You'll recognize Founding Members by their community role. If you're a foundi… -
What is TSIA Exchange?Based on the industry insights of TSIA's Rapid Research Response to the global pandemic, this is your space to ask critical questions, get answers and engage with subject matter experts across the in…
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