Services Delivery & Operations
Support & Field, Professional, Managed Services, and Training
Discussion List
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Do you know a Managed Services benchmark to validate what is the average indirect costs?Average Indirect Costs in the Shared Managed Services contracts can be related to human or others costs that are needed to deliver the service agreements. -
Service & Delivery Leaders: What are your creative strategies to keep your valued employees?With inflation pressure high and the difficulty in providing salary increases to keep up, it’s likely companies will continue to experience a continuation of the Great Resignation that we saw in 2021… -
Who "supports" demo environments for Sales demonstrations?Which department should be responsible for supporting the demo environments/instances that Sales uses to demonstrate to prospects? I have my own [very strong] opinion 😃 but would be curious to hear w… -
Training Subscriptions & PartnersDo you handle training subscriptions for partners differently from how a subscription is offered to customers? If so, how? I've heard that partners don't budget $5,000 a year for training (not just … -
Who owns updates to your company’s Service Status page?Hi TSIA Community, Who owns updates to your company’s Service Status page? Support, Engineering, another team? We’re currently deliberating about https://statuspage.splashthat.com/. Thank you! -
Does anyone have any advice on how to incentivize certification exams?We are trying to increase our exam intake and I would be interested to know of different ways people do this. One idea we have is to provide discounts for people who are about to take their 2nd or fi… -
Teams structure to support High Touch customers?Does aligning Customer Success, Service Delivery, and Support Engineers team members into individual teams aligned to specified accounts, help better support High Touch customers? If so, in what ways… -
Explicit vs Implicit DeflectionDo people track explicit vs implicit deflections together or separately? -
Has anyone used Jira for the Agile project management and capacity planning of Curriculum Teams?Hi everyone, We are coming to the close of phase 1 of our implementation of Agile working, using Jira as a project management tool for end-to-end technical training. We have developed a functioning p… -
What equipment changes are you making to support a hybrid workforce of engineers?Engineers can have various equipment needs to be productive: performance computing, display/ monitor requirements, peripheral or hardware connectivity, collaboration tools, etc. Engineer productivity… -
Has anyone stopped charging customers for training? If so, what was the impact?We are revising our education pricing and want to stop charging for the intro classes. I'm curious if anyone has stopped charging. I'm interested to know if more customers took the classes or if t… -
Has anyone found a way to effectively visualize the fly wheel effect in Tableau or other softwareHi, I am trying to effectively visualize a flywheel effect multiple levels deep(i.e. as x grows, y grows, then z grows) with relationships with a very, very large set of data. Anyone find an effecti… -
Definition of First Contact Resolution for a non case handling modelHi, I am reviewing FCR for our Tier1 model, which does not have case ownership. Does anyone have a similar model in Saas and if so how are you defining FCR? Also once the case is closed(without confi… -
Benchmark for Email Support SLAsHi, We are a SaaS company looking at revising our SLAs for email Support cases. Looking for insight/best practices that others employ. Thanks, Corinne -
Barriers to building an on-demand workforceSeveral speakers at TSIA Interact talked about the idea of a blended workforce-- where some of the work is done by freelancers, particularly those local to the customer and where there are dispersed … -
How should service credits revenue be allocated & recognized when delivery is across departments?We have 2 general types of credits. One is used for training. Those are typically created over a certain time period and amortized monthly over that period whether or not the customer uses it. We are… -
Is there a standard approach to converting a Likert Scale to a CSAT%?Depending on the source, I get strong opinions with one of three options that seem to be commonly used. In our case, we have survey options that are roughly worded in this manner: "The service … -
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…
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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… -
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… -
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?… -
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… -
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…
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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…
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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 … -
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… -
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 …
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