TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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Prepaying a budget for fixed-fee services?I have a fixed fee services question for the group. If you offer fixed fee services, do you let your clients pre-purchase a budget in advance? We have a fixed fee services menu and a client that want…Answered Greg Higgins 56 views 6 comments 0 points Most recent by Serges Lemo Services Delivery & Operations
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What titles/role names you use in your organization for a Technical Support Engineer?Does anyone in this forum use a different title or role names for Technical Support Engineer / Product support engineer ? Also would appreciate any insights on the nomenclature used in your teams for…Answered ✓ SumitBhat 1.4K views 9 comments 0 points Most recent by Olivier Pierrot Services Delivery & Operations
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Marketing Automation in Renewals – 30 second member pollAs a speaker on marketing automation at our upcoming TSIA Interact, I’d like to hear your thoughts on using automated emails in your renewals program. 1) Do you currently use automated emails for c…
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Which global companies are recommended as a benchmark?Which global companies are recommended as a benchmark regarding the succesful transformation into a professional services & solutions company? Especially around (changing) governance and organiz…Answered Frank Kauffmann 41 views 1 comment 0 points Most recent by StevenForth Services Delivery & Operations
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Anyone have experience implementing Robotic Process Automation (RPA) to generate renewal quotes?Hi All, I'm doing research on this automation topic and interested in the experience of others about practical applications of RPA in the renewal sales workflow. Thanks, Doug
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Project Time Tracking and Employee Time TrackingHi All, I've had previous experience using Dovico as a subscription based time tracking tool. What other products out there have you used and what kind of feedback can you share about this products?…Answered GavinMurray 42 views 4 comments 0 points Most recent by PatrickCarmitchel Services Delivery & Operations
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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 41 views 2 comments 0 points Most recent by Alexander Ziegler Technology & Services Strategy
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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…Answered Karen Bautista 225 views 6 comments 0 points Most recent by Karen Bautista Services Delivery & Operations
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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 100 views 3 comments 0 points Most recent by EddieAguilar Customer Success
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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 …DarrylBenjamin 70 views 3 comments 0 points Most recent by DarrylBenjamin Services Delivery & Operations
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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…Answered ✓ ClaireHernandez 25 views 3 comments 1 point Most recent by Dave Baca Services Delivery & Operations
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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 Beverly van de Velde 39 views 2 comments 0 points Most recent by Beverly van de Velde Customer Success
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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 15 views 4 comments 0 points Most recent by Karen Bautista Services Delivery & Operations
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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 97 views 14 comments 2 points Most recent by Jessie Adamczyk Services Delivery & Operations
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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 46 views 6 comments 0 points Most recent by Alexander Ziegler Technology & Services Strategy
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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…Answered Amy Lifschitz 37 views 5 comments 0 points Most recent by StevenForth Services Delivery & Operations
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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…Answered ✓ James Evans 104 views 2 comments 0 points Most recent by James Evans Services Delivery & Operations
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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…Answered Sal Conti 98 views 4 comments 1 point Most recent by Sal Conti Services Delivery & Operations
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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 88 views 4 comments 0 points Most recent by GoncaloPereira Technology & Services Strategy
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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,Answered Carlos Alves 225 views 1 comment 0 points Most recent by PatrickCarmitchel Customer Success
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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 Services Delivery & Operations
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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 103 views 3 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations
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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 28 views 6 comments 0 points Most recent by Sekhar Mohanty Technology & Services Strategy
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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 99 views 5 comments 0 points Most recent by Lexi Provost Technology & Services Strategy
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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 89 views 9 comments 0 points Most recent by Karen Bautista Services Delivery & Operations
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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…
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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 37 views 3 comments 0 points Most recent by StevenForth Technology & Services Strategy
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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…
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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.Answered Ana Howes 47 views 5 comments 0 points Most recent by LauraFay Services Delivery & Operations
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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 56 views 11 comments 1 point Most recent by David Perrault Technology & Services Strategy
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