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
TSIA Exchange
A community for Product, Sales, and Services teams to navigate business challenges together
Discussion List
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Where does the training and support of Partners live?Good afternoon! Due to the growth of partner selling and solution outsourcing, one topic that seems to come up often recently is how companies can best equip their partners. Does anyone have any r…Answered ✓ ChrisHolm 23 views 2 comments 0 points Most recent by AlexanderZiegler Product Management & Strategy -
How are you calculating Time to Resolution (TTR)?Hello! My question is related to Time to Resolution. How are you calculating TTR and are you including weekends (i.e. business days versus calendar days)? Also, do you include time spent in "Wai… -
Knowledge Management Best PracticesBackground: We are looking to establish an improved Knowledge Management process and capabilities for collecting market and customer information, as well as internal insights from the company’s own e…Answered ✓ Thomas Sjostrom 91 views 3 comments 0 points Most recent by EddieAguilar Customer Success -
Support Contract Renewal IncentivesHi Team, as the Covid-19 pandemic continued to impact our customers business, we experienced an increase in support contract cancellations in specific customer segments. Some of those businesses are … -
Where do you post your Support "rules of engagement"Hi We'd like to make information available to our customers that will set expectations for their interactions with Support. The info isn't appropriate for any legal doc as it doesn't impact T&Cs… -
Ideas for Hands-On Lab TrainingThe OneStream Certification Program exists for customer success purposes (i.e., to contribute to customer success via successful implementations as a result of establishing a thriving community of va…Answered BeverlyvandeVelde 32 views 2 comments 0 points Most recent by BeverlyvandeVelde Customer Success -
SLA as Chat transitions to CaseHi All, When a case originates in Chat but can't be solved and becomes a case, what SLA do you apply at that time? Do they get priority when they enter the case queue or are your initial SLAs applie…Answered Karen Bautista 11 views 4 comments 0 points Most recent by Karen Bautista Service & Delivery
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Services Nomenclature - 20 Second Member PollAs a historically on-premise software company that has pivoted to being a SaaS Provider we are reviewing post sale department/team names within our organization. The goal is to ensure we are aligned …Answered Christina Luna 78 views 14 comments 2 points Most recent by Jessie Adamczyk Service & Delivery -
Market research: can you help me find a comparable use case for an open source Knowledge Base?Hi all, I am doing some market research for content strategy and am trying to find a comparable use case to my own. I am looking for examples of SaaS companies that offer both open source and enterpr…Answered Erin O'Malley 41 views 6 comments 0 points Most recent by AlexanderZiegler Product Management & Strategy -
How do you categorize behavioral skills to allocate tickets to qualified staff?We are looking for frameworks/schema/approaches that other complex support organizations have used to categorize behavioral skills. In our case, we’ve developed a unified technical skills matrix that… -
Utilization - If you calculate utilization - what do you include? What is your equation?If you calculate utilization... Do you calculate the factor differently for Exempt vs Non-Exempt resources? (Does the denominator hours change based on Exempt vs Non-Exempt?) What hours do you inclu… -
Is anyone blending their Remote Support and Field Support resouces?For example, we are working towards using Field Service Engineers supporting our Remote Support customers while not utilized with field engagements. If so: How are you scheduling Field Service Engi… -
Support Offers trend for more aggressive SLOs and SLAsHello, as we entered 2021, maybe as a result of the 2020 pandemic, we see our customers requesting more aggressive SLOs/SLAs. We have implemented an already Business Critical offer with response time…Answered GoncaloPereira 48 views 4 comments 0 points Most recent by GoncaloPereira General Technology & Services -
Cloud: CSM and TAM and BDMAnyone interested on benchmarking regarding org structure and role separation among CSM, TAM, and BDM, in a cloud sales motion context? Thanks, -
Do you survey both the chat instance and the case when one becomes necessary?We are currently surveying both the chat instance and when a case becomes necessary, that case as well. They are generally worked and closed by different resources and I think we need to know how we …Answered ✓ Karen Bautista 14 views 1 comment 0 points Most recent by David Perrault Service & Delivery
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What is your survey response rate?Hi folks - Lately i've been spending a good bit of time digging into our survey response rate and trying to find trends. We have an amazing response rate at about 75%. Curious if other IT Training…Answered Jacqueline Sell 57 views 3 comments 0 points Most recent by AlexanderZiegler Service & Delivery -
How to centrally delete data from local machine, which got downloaded from specific siteFor troubleshooting issues, support engineers open a support ticket and download log files to their local machine. How to manage the downloaded files in local machine. i.e. delete those downloaded f…Answered Sekhar Mohanty 21 views 6 comments 0 points Most recent by Sekhar Mohanty General Technology & Services -
What is the official industry definition for Tiered Support Structure?Hello, can any of you point me out if there's any official industry for TIER 1 ; TIER 2 ; TIER 3 in the context of Telco? Although i have found several correct definitions scattered over dozens of pa…Answered GoncaloPereira 50 views 5 comments 0 points Most recent by LexiProvost General Technology & Services
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Do you survey re-opened cases?Looking for input from the community on whether you survey cases when re-opened, which could result in a case being surveyed multiple times. If yes, how do you account for an engineer receiving two s…Answered Karen Bautista 63 views 9 comments 0 points Most recent by Karen Bautista Service & Delivery
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What are your Customer Health Score categories?We are re-evaluating the naming convention of our Customer Health Score and trying to move away from the traditional Green/Yellow/Red categories. I've researched a few options, but looking to see wha… -
Does anyone receive or write product requirements that come from the support org?I'm working on creating a set of requirements for product that include supportability (smart error messages, logging for debugging) customer experience (does the product do what it says, do the docs …Answered ✓ ClaireHernandez 33 views 3 comments 0 points Most recent by StevenForth General Technology & Services
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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 73 views 7 comments 0 points Most recent by KellyWilson General Technology & Services -
Professional Services Sales Compensation PlanHello all - I have been tasked with refreshing our sales comp plan for our PS sellers - I would welcome the collective thoughts and guidance on how others are balancing the sales comp challenges - as…Answered Randy Bastarache 129 views 8 comments 0 points Most recent by David Sileven Sales & Revenue Growth -
ES under Product Organization - what is your experience?Does anyone know of an ES organisation that sits under Product organisation? I am curious to learn about what are the Pros and Cons of that set-up. -
What are your views on what it takes to create winning teams?A couple of weeks ago, I held a session with a group of investors where we discussed the topic of winning teams. Some of the building blocks we looked at included: culture and values, experience, rel…Answered ✓ Karen Chiang 54 views 11 comments 1 point Most recent by David Perrault Product Management & Strategy -
Who is responsible for documenting the value being delivered to the customer?The value innovation cycle proposes a cycle of Create Value Communicate Value Deliver Value Document Value Capture Value (this is where pricing comes in) Create Value All this turning around a deep u… -
How can one move negotiations (especially pricing negotiations) to being positive sum games?Pricing negotiations are often high stakes with a lot that can go wrong for both parties. This is especially true for well differentiated offers. Game theory offers a lot of insights into pricing. In…Answered StevenForth 43 views 5 comments 1 point Most recent by Randy Bastarache Sales & Revenue Growth
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Tis the season for predictionsThe beginning of the year is a time when many pundits, analysts and gad abouts are making predictions for the coming year. What predictions do you see as the most compelling? How do you act on these …Answered StevenForth 22 views 3 comments 0 points Most recent by StevenForth Product Management & Strategy
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CSAT/Customer Satisfaction for Professional Service Engagments/Projects?Hi, What questions/feedback are you requesting from Customers on close of a Professional Services engagement? Are you just asking for Satisfaction, if they would hire the consultant, ect. -
iOS vs Android Usage in Inpatient Facilities by CliniciansHi there, I'm hoping to find current research that focuses on the percentage of inpatient care providers that use iOS vs Android devices for clinical care. We'd love any insights that others have ga…