Services Delivery & Operations
Archives for June 2020
Discussion List
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How are you getting buy in from your field team to travel again?Overnight stays and air travel are normal things for Field Service, but with the new normal how do we make our technicians comfortable with hitting the road again?Answered ✓ David Hartley 31 views 5 comments 2 points Most recent by Benjamin Bloom Services Delivery & Operations -
What new Field Services innovations are resulting from this pandemic?What are some of the more interesting innovations in Field Services occurring these days? And, the most common?Answered StephenSpence 23 views 1 comment 0 points Most recent by John Ragsdale Services Delivery & Operations -
Services or commercial compromises to keep selling?Have you seen the need to compromise/reduce - either in Service delivery or on commercials - to the current economic climate where sales cycles are longer, buyers may be more cautious and appetite to…Answered Sarah Lowney 22 views 1 comment 5 points Most recent by Christine Sei Services Delivery & Operations -
How are you combating the increase in non-renewals of service contracts?Are there new services or deliverables that you are offering to keep customers that are trying to reduce their spending.Answered ✓ David Hartley 26 views 2 comments 0 points Most recent by Gavin O'Leary Services Delivery & Operations
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Capacity management leading practicesWe are looking to up level how we analyze our capacity trends, using pipeline and existing resource pool skills. What are some things your organization is doing that are working really well?Answered Katy Allen 22 views 1 comment 0 points Most recent by Spencer Hancock Services Delivery & Operations -
What is the biggest challenge you see supporting customers during this pandemic?I am keen to learn more about examples of how companies are supporting their end users or customers during this unique time of IT lock downs, remote workers and so much more.Answered ✓ Gerry Nolan 52 views 2 comments 0 points Most recent by Gerry Nolan Services Delivery & Operations -
Instructor EnablementI'd love to talk with someone about how you're utilizing instructors during any down time and keeping them focused on the virtual customer experience.Answered Jacqueline Sell 36 views 4 comments 0 points Most recent by Bill Hor Services Delivery & Operations -
When do you expect live classroom training (ILT) classes to return?Looking to see when folks expect ILT classes to return in the US?Answered ✓ James Meikle 63 views 12 comments 0 points Most recent by James Meikle Services Delivery & Operations -
How have your customers' expectations changed in the COVID-19 environment?What are your customers asking you to do differently?Answered ✓ Brian Rudy 53 views 4 comments 1 point Most recent by ChrisHolm Services Delivery & Operations -
Are you seeing a reduction in partner labor rates?An effect of the pandemic has been an increase in the unemployment rate. With the labor market not as constrained as it was a year ago, have you seen as an outcome a willingness of third parties to …Answered ✓ TraeShattuck 23 views 4 comments 0 points Most recent by StevenForth Services Delivery & Operations -
Are you seeing an uptake in digital self service based on the global pandemic?We're focussed as a company on B2B and so far we sell our services and products via face to face reps, on self-service marketplaces and also via channel etc. I'm wondering if anybody is experiencing …Answered ✓ Alexander Ziegler 43 views 2 comments 0 points Most recent by Carlos Alves Services Delivery & Operations -
Support Services productivity through the pandemic...Hi All, I would love to hear how was your support team productivity impacted since the pandemic start. And, what is your top KPI for productivity? Stay well!Answered ✓ Matan Ilan 106 views 7 comments 0 points Most recent by Marcus Suniga Services Delivery & Operations -
Self-Service Surveys - What questions does your organization ask?My organization has taken on a huge initiative to launch self-service to our client base and one of the KPIs that we're wanting to use to measure success are survey results. I have seen a lot of mate…Answered Tim Schauer 458 views 5 comments 0 points Most recent by GailPropson Services Delivery & Operations -
Do you see differences in the current need for Digital Learning dependent on Geographies?There was always a difference between Europe / NA / LA / AP / Africa and acceptance of Digital Learning. I'm wondering if in times of COVID19 you're seeing changes? Are there Geographies that are mov…Answered ✓ Alexander Ziegler 61 views 4 comments 0 points Most recent by Maria Manning Chapman Services Delivery & Operations
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How are people applying scenario planning to technology services?The events of the past few months have renewed my interest in formal scenario planning. I found myself and my business less well prepared for Covid 19 than I would have hoped. I have now begun the ha…Answered StevenForth 21 views 2 comments 5 points Most recent by StevenForth Services Delivery & Operations -
Are you seeing a significant shift from field delivered services to carry-in/depot services?For business customers, hardware repairs have been historically delivered at their place of business. Given the current pandemic, are your customers shifting to other methods of delivering break/fix…Answered ✓ TraeShattuck 22 views 3 comments 0 points Most recent by John Ragsdale Services Delivery & Operations
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Dashboard/Balanced Scorecard for comparing Market UnitWe are working on a Exec Dashboard focused on comparing performance across our North America Services Market Units. The goal is to provide a concise ~2 page format of key insights to regional leaders…Answered Tim Klimavicz 75 views 2 comments 0 points Most recent by CindyYoung Services Delivery & Operations -
Current growth patterns with eLearning subscription enrollments and consumption?Wondering what everyone is seeing in terms of growth for eLearning subscription users. Are you seeing the same type of increases in eLearning subscription enrollments as you are with virtual ILT? Add…Answered Christy Vega 31 views 2 comments 0 points Most recent by AlyssaOrtiz Services Delivery & Operations -
Any best practices how to increase participation in NPS around Digital Learning Offerings?We have seen a lower participation rate in NPS when selling Digital Learning Offerings that are not instructor lead compared to Instructor Lead Offerings. In todays times I would be interested to si…Answered ✓ Alexander Ziegler 85 views 12 comments 5 points Most recent by Katie Lynch-Holmes Services Delivery & Operations
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Analytics Champions Community Virtual Session Call for Speakers!TSIA's Analytics Champions Community, a community that brings members together to generate and share analytics related content, seeks presenters for our next virtual session! Scheduled for early Sept…Answered Sean Jones 23 views 1 comment 6 points Most recent by Lexi Provost Services Delivery & Operations -
Customers moving from Phone to Chat... whatsapp?During this crisis, many customers have switch from Phone to Chat. Probably easier to chat if working from home with people around than phone call. There is still a way to go, but clearly it is a fas…Answered ✓ Alex Vecino 87 views 5 comments 1 point Most recent by John Ragsdale Services Delivery & Operations -
How are companies getting customers to renew subscriptions in the COVID environment?How are you getting customers to renew education subscriptions in the COVID-19 environment?Answered Bill Hor 31 views 5 comments 0 points Most recent by StevenForth Services Delivery & Operations -
Is anyone seeing a trend back toward in-person Professional Services delivery?Hi All - Have you seen any indication of trends from clients whether a return to in-person professional services (PS) delivery is anticipated in 2020, or is the sense that clients will expect PS pro…Answered CindyYoung 61 views 5 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
Team Roles & ResponsibilitiesHello Everyone - I would love to understand how you structure business analysis and product expertise responsibilities within your service's delivery team. Do you expect all team members to have both…Answered Gayle Lassen 136 views 7 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
Are you already planning future face-to-face events (like Advisory Boards) with partners and when?We transformed typical face-to-face events like AdvisoryBoards and Partner Conference to virtual events. But still there is a certain way of communication that is not possible in a virtual world. As …Answered ✓ Alexander Ziegler 25 views 1 comment 1 point Most recent by Courtney Ellis Services Delivery & Operations
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Maintaining client engagement during long sessions over the internetHi All - How do you all ensure engagement for longer periods of time (one ore more full days of consulting) in a remote environment? We seem to do well with small classes (training in nature), howev…Answered ✓ CindyYoung 11 views 1 comment 0 points Most recent by Alexander Ziegler Services Delivery & Operations
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Categories for 360 Customer ReviewHello Everyone, In order to do a customer 360 review healthscore card I consider the following dimensions: Overall Sentiment Customer Readiness Product Sentiment Bugs Implementation Readiness Support…Answered Jaime Farinos 130 views 13 comments 0 points Most recent by DarrylBenjamin Services Delivery & Operations -
Are you providing AR/VR tools to customers so they can perform remote services on their environment?We are actively pursuing a path to deliver AR technologies to our field resources to enhance their ability to deliver services (i.e., break/fix services) in the field to our customers. However, we h…Answered ✓ TraeShattuck 207 views 8 comments 5 points Most recent by Thomas Lah Services Delivery & Operations
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How to measure relationship and quality of case resolution for regular customers?I have a group of designated support resources that interact with individual within their customer portfolio very regularly (sometimes several times per week). I am interested on the ability to measu…Answered Sergio Larrain 24 views 1 comment 0 points Most recent by Jaime Farinos Services Delivery & Operations -
Is there a need to adopt Digital Learning Offerings to include interactive components?With the current situation we're seeing as everybody significant increase in the need to digital learning offerings. In internal discussions the question came up if we should include into existing no…Answered ✓ Alexander Ziegler 48 views 5 comments 0 points Most recent by StevenForth Services Delivery & Operations
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