Services Delivery & Operations
Archives for July 2020
Discussion List
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What new techniques are being used to develop customer relationships when delivering remotely?This is a question that came out of our interactive member to member session on "extreme remote services." Companies are concerned it will be harder to build personal relationships with cus…Answered ✓ Thomas Lah 72 views 4 comments 1 point Most recent by Doug Caviness Services Delivery & Operations -
How do you allocate the costs of central global education services?For Education groups that provide central global services (Virtual Labs, Collaboration Tools, etc) how do you allocate those costs to your P&L country groups? For example if you have a central l…Answered Bill Hor 41 views 3 comments 5 points Most recent by Bill Hor Services Delivery & Operations -
Employee Productivity SuiteWith so many folks now working from home does anyone have knowledge of an employee productivity analytics tool? This is going to sound a bit big brother-e, but I have long thought that a analytics to…Answered Don Carlton 30 views 2 comments 0 points Most recent by Patrick Boyce Services Delivery & Operations -
Covid - What are you doing from an employee burnout perspective?Are you finding the working scenario during pandemic leading to employee burnout? If so what ideas do people have to ensure their teams remain engaged, motivated and energised?Answered PATRICK COLLINS 42 views 4 comments 1 point Most recent by PATRICK COLLINS Services Delivery & Operations -
Profitability of the support contractsMay sound like a very basic question, but I am wondering how others are managing the profitability of the support contracts ? Obviously support agents are not dedicated to one contract so their time …Answered ✓ Kirill Markelov 36 views 4 comments 0 points Most recent by Kirill Markelov Services Delivery & Operations -
Are you using Mobile Analytics for your Services Business?By "Mobile Analytics", I'm talking about looking at dashboards or reports or apps on your phone vs booting up a laptop or desktop. Are you doing this? Is it happening outside your field s…Answered ✓ Joe Thomas 32 views 3 comments 1 point Most recent by Joe Thomas Services Delivery & Operations -
Data Analytics Tools for the TradeToday with Customer Support we have selected MS Power BI and the primary data delivery/dashboard tool. However, I know there are other Tools like Tableau that are standard and have various advantage…Answered Don Carlton 107 views 8 comments 0 points Most recent by Patrick Boyce Services Delivery & Operations
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Is anyone performing process mining to get insights?Hi Community, I am looking at ways we can mine our processes to see which processes are working as expected and which processes aren't. We are in the process of developing all of our processes in Sig…Answered DavidHarbert 21 views 3 comments 0 points Most recent by Mary Cay Kosten Services Delivery & Operations -
Customer Effort Score - Are you measuring it? If so, how and when?Hello TSIA Community, We are looking into incorporating the Customer Effort Score into our transactional surveys (once cases are closed) and I was curious to see if, how and when you were measuring t…Answered ✓ PatrickMartin 535 views 12 comments 0 points Most recent by KelseyHunsinger Services Delivery & Operations -
Support KPIsHi all, We are doing a mid-year check in support check in with our team and metrics. We're wondering what other support departments are using as target goals for key support metrics Mean Time to Sol…Answered ✓ Courtney Ellis 346 views 8 comments 0 points Most recent by Melanie Gallo Services Delivery & Operations -
Help getting started with delivery partners in SaaSHi TSIA Community, We're close to the point in our SaaS marketing tech growth in which it makes sense to build a more formalized delivery partner network. We have a decent-sized in-house team with a…Answered Greg Higgins 74 views 2 comments 0 points Most recent by Greg Higgins Services Delivery & Operations -
Who owns your knowledge base? Product, Product Marketing, Support, Other?Hi TSIA Community, We're a small but growing SaaS business and all of our knowledge base content to date has been written by our support and services teams. Often, as bonus tasks to their core suppor…Answered ✓ Greg Higgins 57 views 10 comments 0 points Most recent by Greg Higgins Services Delivery & Operations
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What is your biggest Analytic Challenge/Biggest Spreadsheet Effort?What is your biggest analytic challenge/struggle? I guess another way to ask is what is the spreadsheet that takes the most effort to generate? I can tell you at FinancialForce our biggest analytic…Answered ✓ Joe Thomas 26 views 4 comments 0 points Most recent by Don Carlton Services Delivery & Operations
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How are you measuring Case Deflection?Hello TSIA Community! I am curious to know more about how you are measuring case deflection and/or self-service success. We currently are measuring 2 different measures: 1- % of customers who abando…Answered PatrickMartin 3K views 17 comments 3 points Most recent by Dave Baca Services Delivery & Operations
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Is your company covering the cost of employee's or 3rd party providers COVID tests?There are customers & jurisdictions that are requiring service delivery personnel to have COVID tests prior to going onto the customer premises. is your company covering the testing cost for you…Answered TraeShattuck 23 views 1 comment 1 point Most recent by StevenForth Services Delivery & Operations -
As Analysts / Scientists are you utilizing fairness, ethics, accountability and transparency (FEAT)?Please leave a comment if you have thoughts on FEAT affecting machine learning and concerns around the AI space within your work.Answered Ray McLean 22 views 2 comments 1 point Most recent by StevenForth Services Delivery & Operations -
Are you seeing different KPIs for Virtual training vs Onsite ILT?How have the KPIs for end user training changed as we move from Onsite to Virtual ILT? -
Are you using a Workforce Management System for Support organizations?Hi! We are currently looking at finding a more efficient way to route our incoming cases to our support members and would like to take several factors in consideration: Skill/Capability Workload dist…Answered PatrickMartin 68 views 10 comments 0 points Most recent by PatrickMartin Services Delivery & Operations
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Has your frequency of cash flow analysis changed during this time of COVID?What was your cadence before? Q/M/W? Was the timeliness more driven by effort or interest? At FinancialForce, we used to look at it weekly, we now track cash flow on a daily basisAnswered Joe Thomas 41 views 1 comment 0 points Most recent by [Deleted User] Services Delivery & Operations
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How do you apply market segmentation to customer success?Effective market segmentation is the key to marketing, sales and pricing. The state of the art is to segment markets based on how customers get economic, emotional and community value. How are peopl…Answered ✓ StevenForth 144 views 6 comments 0 points Most recent by Benjamin Bloom Services Delivery & Operations -
Benchmark for effort distributionHi Looking for % effort distribution benchmarks for a professional service project. Phases = Planning, Requirements, Design, Build, and Test Alternately a cost distribution may also help.Answered ✓ Abhay Kale 15 views 3 comments 0 points Most recent by Abhay Kale Services Delivery & Operations
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