TSIA Discussions
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Discussion List
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Software support KPIsHello, as we reach the end of calendar year 2024, a year packed with changes and new trends in the industry, i would like to ask what are for you the most relevant customer support KPIs to take into …Goncalo Pereira 2 views 0 comments 0 points Started by Goncalo Pereira Services Delivery & Operations -
When tracking time for your PS and support teams what do you consider productive time?Are there any classifications that you consider non-productive effort? How do you drive prioritization for billable work vs support for NPI, pre-sales? Whats a good billable time target to consider?Answered Shalu Manan 10 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
Service Delivery & Operations Capability Architecture for SaaS TransformationDear Community, Greetings!. Is there a standard architecture to capture the capability transformation for Service Delivery and Operations in a SaaS transformation?. Let me know. Thanks.Answered Balasubramanian Somasundaram 29 views 2 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
Partner Engagement Playbook - Rules of Engagement - Partners & Global Professional ServicesOur organization is working on the creation of a Partner Engagement Playbook, and I was interested in any example playbooks that other SaaS tech vendors could share. Also any best practices around th…Yvonne Toledo 33 views 2 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
B2B SaaS GTM Use Cases for Generative AI ToolsI've listened to the TSIA podcast "Applying the AI First Mentality to Revenue Generation." What was most informative was not what was said, but what was omitted in the dialogue. Customer bu…David Deans 61 views 2 comments 1 point Most recent by Alexander Ziegler Technology & Services Strategy -
How is TSIA measuring KB average content creation rate?Looking at the the Knowledge Management Maturity model, there was a survey question about average content creation rate per agent. The answer was provided in a percentage but I don't recall the deta…Answered John Bauer 29 views 1 comment 1 point Most recent by Carlos Alves Services Delivery & Operations
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E-Commerce & Credit Card DisputesGreetings All, Looking to get a sense of your best practices for handling Credit Card disputes within your E-Commerce business lines. Here are a few specific questions to get things started: What i… -
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 154 views 8 comments 0 points Most recent by Pradeep Mann Services Delivery & Operations -
Fix time SLOs/SLAs - Present and futureHello TSIA community, we deliver software products and of course, as part of the support offer, we have SLOs/SLAs for Response Time ; Resolution and Fix. The Fix time SLOs were defined long ago and h…Answered Goncalo Pereira 56 views 2 comments 0 points Most recent by Anivan Mookerjee Technology & Services Strategy
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Pricing Benchmark for Telecom AI ChatbotHi, I would like to know, what is the current pricing benchmark from Vendors for selling Telecom AI chatbots?Question Pardeep Bharti (Nokia) 10 views 0 comments 0 points Started by Pardeep Bharti (Nokia) Services Delivery & Operations -
Support Services: Agent Metric Performance w/ variable ranges - a good idea?For those of us who run call centers, or call center adjacent departments (level 1 customer support) we know that agent performance is key and that we have access to loads of data to create scorecard…
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How are you calculating the cost per Case/Incident?We are looking to find the best practice or industry supported way to calculate cost per case. While taking an engineers compensation (Salary, Benefits) and dividing by the cases taken is an individ…Answered ✓ Matt Meyerhoff 186 views 2 comments 0 points Most recent by Matt Bowling Services Delivery & Operations -
Shortened Holiday Hours for SaaS Support DeptQuestions: Has anyone implemented adjusted holiday hours and how was that received by your customers? Did you notice customer frustration through CSATs or customer sentiment during that period? Deta…Answered wsmith@relias.com 15 views 2 comments 0 points Most recent by wsmith@relias.com Workforce Management -
Ideal Size of a dedicated Knowledge Management teamHello Team, I would like to understand as to what would be the ideal size of a dedicated Knowledge Management team for an organization of size 800-1000 employees (as per TSIA's recommendations). Wha…Answered Deepak G 56 views 2 comments 0 points Most recent by Roy Dockery Technology & Services Strategy
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Best survey mechanism for SaaS IndustryHi all, What is the most common survey mechanism / method or tool of choice suitable for the SaaS industry? I see CSAT, CES and NPS or a hybrid of the mentioned as some common examples Thanks in adva…Answered justin.cheng@se.com 35 views 2 comments 0 points Most recent by justin.cheng@se.com Services Delivery & Operations -
Best Practices for a Formal Product Release Training Program - Partners/CustomersWe're looking to launch a more formal product release training program and looking at industry/standards and best practices around Education/Enablement timelines and deliverables for partners/custome…
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Backlog Reduction StrategiesSpecifically in a data center environment, what techniques have you implemented that led to increased productivity of backlog reduction? If you have anything related to tips/tricks you've found succe…melissa.russell@oracle.com 114 views 4 comments 1 point Most recent by Sachin Mehta-Abraham Services Delivery & Operations -
Percentage of Support tickets turn into a question ticket for Engineering - SaaS vs On-prem productsIs there any industry benchmarking data which measures support efficiency or product maturity from the perspective of the number of support tickets that need to be referred to the product engineering…Waqas Mahmood 61 views 2 comments 0 points Most recent by Sachin Mehta-Abraham Technology & Services Strategy -
Manager On-Call renumeration?I would be interested to get any feedback on what people are doing to recompense managers who have to be 'on-call' during public holidays. While we have compensation for our engineers who volunteer t…Answered Sarah Sillars 32 views 3 comments 0 points Most recent by mandy.sands@alterahealth.com Technology & Services Strategy -
Where do we stand?I'm struggling to "educate" my senior leadership on the effort required to manage a relatively large knowledgebase (50K+ articles) and content creators (500+ case managers). Our Knowledgeb… -
If you were/are a $400-$600M company, what was your Academic Alliance Program LOE and Roadmap?Please reach out if you're willing to share your company's level of effort (LOE) and roadmap when you launched a new academic alliance program and you were a approximately $400M-600M in organizationa…Question Beverly van de Velde 18 views 0 comments 0 points Started by Beverly van de Velde Workforce Management -
What is the industry benchmark to measure the effectiveness/productivity of trainings?We deliver technical trainings to our technicians and we want to measure the actual impact of these trainings. Can you please share what are the industry practices / benchmark to measure the effectiv…Answered Hamza Khan 64 views 2 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations -
Answered Hamza Khan 58 views 4 comments 0 points Most recent by VIGNESH GOPALAKRISHNAN Workforce Management
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Effectiveness measure for training?We are looking to find the best practice or industry supported way to calculate cost per case. While taking an engineers compensation (Salary, Benefits) and dividing by the cases taken is an individu…
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As we embark on Longtail Renewal automation (low dollar / high volume) - looking for best practicesMany hardware / software companies struggle w/ the sales motion and GTM around longtail renewals (these are the renewals that are low dollar, but high in volume or number of quotes). It requires a d… -
Does anyone leverage CX training vendors?Do you have any suggestions for a vendor that offers bite-sized CX training courses for the support team, Similar to what does on security. I am looking for Bite-sized pre built tainting video's. V… -
Client Satisfaction Survey - A purpose built tool?Hi All! Long time lurker, first-time poster - thanks in advance for your advice. I'm curious to what tool/application you are using to collect client feedback after a Support or Professional Service…Answered ✓ Matt Bowling 139 views 4 comments 0 points Most recent by Matt Bowling Services Delivery & Operations
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Value of digital support portal as a component of services offerI'm looking for an industry standard way to establish the value of a digital support (support portal) as a component of a broader services offer. Since offer as a whole, including support delivery, r… -
Industry standard: price increasesHello everyone, I am working for a SaaS company that has a lot of customers who renew their subscriptions annually. Due to certain reasons, we need to increase the prices for our existing customers. …Answered LIUBOMYR POLIARUSH 152 views 2 comments 1 point Most recent by Hal Stanley Technology & Services Strategy -
How do you measure RMA turnaround time?How do you currently measure your turnaround time for repairs or calibration? Here are some different options I have heard about: 1- Clock starts when: you receive the product, customer first reports…
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