TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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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…Lisa James 145 views 2 comments 0 points Most recent by [email protected] Services Delivery & Operations
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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?
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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 80 views 3 comments 1 point Most recent by Kim Ahmer Services Delivery & Operations
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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 63 views 3 comments 0 points Most recent by Carlos Alves Services Delivery & Operations
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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 …
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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] 87 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 227 views 5 comments 0 points Most recent by Stela Koleva Services Delivery & Operations
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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 34 views 2 comments 0 points Most recent by Julie Rudd Services Delivery & Operations
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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 77 views 7 comments 0 points Most recent by Gordon Sorensen Services Delivery & Operations
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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 48 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 26 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 120 views 4 comments 2 points Most recent by Alexandre Couto Bagdzius Technology & Services Strategy
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What is the ideal service operations & delivery structure for MSPs to be successful in XaaS World ??Answered Suresh Kandeeban 22 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 29 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 74 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 36 views 2 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations
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Associations & Bodies that can be partnered for Business DevelopmentWant to know how a newly created agency specializing in software development can partner with companies and associations for lead generation? Can anyone name a few associations or companies who are d…Answered Junaid 6 views 1 comment 0 points Most recent by Edly Villanueva Technology & Services Strategy
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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 …Answered Beverly van de Velde 194 views 8 comments 1 point Most recent by Beverly van de Velde Services Delivery & Operations
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Digital Hesitation - Concept of MSP+ , interestingWas reading the TSIA Digital Hesitation Book and found the MSP+ concept really interesting, we have Managed Services but grouping that with Customer Success , seems a good combo !! https://youtube.c…
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Training for High Performing TeamsHi TSIA Exchange! I have heard from a few members that since their team is very high performing they are prone to internal promotions and need to hire and get new employees up to speed frequently and…
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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…Answered ✓ Jaakko 70 views 4 comments 0 points Most recent by Samir Bhargava Services Delivery & Operations
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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…Answered ✓ [email protected] 123 views 3 comments 1 point Most recent by Samir Bhargava Services Delivery & Operations
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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, …
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Career Development for Partner Success Leadership RoleI'm working on my career development plan and trying to identify skill gaps I need to address. I've been searching Linkedin, Glassdoor and job search sites for examples of Partner Success Director, L…
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Job Description for Global Support Business Operations LeaderLooking for Job description for Director, Global Support Business Operations responsible for Quality Training Process Analytics Budget Tools Projects /PMO WFM I could write one up but hoping to lever…Answered Monica Mallick 242 views 4 comments 0 points Most recent by CA212 Technology & Services Strategy
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Does your organization have a Services Engineering function?Hello TSIA members, We recently established a Services Engineering function to serve as R&D for Services. I'd like to engage/learn/discuss with fellow members whose organizations have a Servies …
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Reducing Customer Friction Between Time of Sale and Cloud Software First UseWhen customers purchase Cloud/SaaS software, post-sale there is work to setup, configure, administer access, etc. This area can be a source of customer experience friction if things don't go smoothl…
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