TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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What is the ʺproper protocolʺ for video conferencing?What is the ʺproper protocolʺ for video conferencing? Some say cameras on all the time, some say cameras for speakers only, and some say toggle on/off if you are speaking - do companies allow backgr…Answered ✓ Deby Covey 92 views 11 comments 0 points Most recent by Lori Hurley Technology & Services Strategy -
Any experiences, challenges, using AR/VR technology for delivery?We generally deliver our service via old-school face-to-face means (including phone). With social distancing, travel restrictions, etc,, we're quickly trying to adopt AR/VR technologies for a richer…Answered Dan Lopez 75 views 6 comments 0 points Most recent by DivyaAgarwal 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 -
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 -
Are you converting field service work to depot work in response to COVID-19?Hi Everyone, I'm wondering if anyone has any experience or thoughts on converting existing field service contract work to depot service in light of the pandemic. For example, if you have equipment t…Answered Eric Markwardt 51 views 4 comments 0 points Most recent by Eric Markwardt Services Delivery & Operations -
Is a virtual workforce influencing customer NPS scores?I'm curious to know if members are seeing changes in NPS scores attributed to a virtual workforce. We're seeing higher output but it may be a false positive as we have also seen a drop in time off. …Answered Daniel Reese 174 views 7 comments 0 points Most recent by AdamFuller 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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Loyalty/Rewards Programs in B2BHave you implemented a loyalty or rewards program in a B2B technology company? If so, are there any best practices you can share?Answered ✓ Ben Coffman 31 views 4 comments 0 points Most recent by Ben Coffman Technology & Services Strategy -
What Resource and Workforce Management Challenges are you Facing?How has your resource and workforce management been impacted by the global crisis?Answered Randy Mysliviec 51 views 2 comments 0 points Most recent by Jaime Farinos Services Delivery & Operations -
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 -
Utilization MetricsIf service delivery bookings have decreased at all for your organization, what plans do you have to keep utilization metrics in line with expectations? For example, if there are less Professional Se…Answered ChrisHolm 160 views 6 comments 1 point Most recent by Jaime Farinos Services Delivery & Operations -
Outcome Selling & Renewal Value Management—Successful joint ownership of AER (Adopt, Expand, Renew)The Outcome Selling and Renewal Value Management webinar covered the importance of alignment after the Land activities prior to customer onboarding and Adoption plays. This alignment is ideally 'join… -
Are you seeing increase demand for CPQ (Configure, Price, and Quote) solutions?Is Covid-19 recovery likely to accelerate the need for CPQ solutions? If so, what are some specific examples of how you are using them?Answered ✓ StephenSpence 82 views 5 comments 0 points Most recent by StephenSpence Technology & Services Strategy -
Employee Safety and Chief Safety Officer RoleA member leader asked an interesting question today related to employee safety. How are member companies organizing their plans, strategy, and response to employee safety over the long term? Are you…Answered Kevin Smith 31 views 1 comment 1 point Most recent by ChrisHolm Technology & Services Strategy -
Cost of Post-Live Support: Benchmarks?Hi All - Our Support Services team is preparing an analysis on the cost of post-live support (support provided our Customers upon go-live of a software implementation, through their maintenance contr…
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How are customer success concepts being applied in healthcare?Customer success has become a rich discipline with its own tools, best practices and competency models. It is most common in subscription businesses, and a number of companies in healthcare and medic… -
Has anyone started putting together detailed plans on how to reopen physical offices?Has anyone started putting together detailed plans on how to reopen physical offices? Having staff coming back to office. What are all the decisions that need to be made and prep that needs to be d…Answered ✓ Jesse DiIanni 133 views 10 comments 0 points Most recent by StevenForth Technology & Services Strategy -
Services "Brand" within the Organization (Q Targeted for non-pure-play Services orgs)Our organization has a 150+ year manufacturing history. We are viewed as a great "engineering" company. We do also have a strong track record in Services (mostly equipment-related start-up,…Answered Alex Gershman 33 views 2 comments 0 points Most recent by Carlos Alves Technology & Services Strategy -
Transforming from "Break/Fix" to "Recurring Maintenance Contract" in a More "Traditional" Mfg. Org?This is very much related to the other question I asked recently... A vast majority of the revenue we generate from 1/2 of our Services business is tied to an on-asset based service model -- it's &qu…Answered Alex Gershman 63 views 2 comments 1 point Most recent by Carlos Alves Technology & Services Strategy
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What silver linings are you finding through this time of change?As many challenges as we're all facing I would love to hear some wins! While I've been working from home the past few months I've seen the faces of coworkers I wouldn't have otherwise seen unless ons…Answered Elise Lostutter 42 views 3 comments 0 points Most recent by Courtney Ellis Workforce Management -
Post COVID-19, are you expecting changes to go-forward Services engagement processes?What will the changes be in our industry as we move forward over the next year or more under a "new normal"?Answered ✓ Chris Wright 54 views 4 comments 1 point Most recent by Christine Sei Services Delivery & Operations -
What's successful for improving Channel performance in long tail renewals?What tools and processes have you found essential for improving long tail renewals of your Channel customers? What have you found to be your biggest challenges in this area? -
What are the 1st Steps Towards Establishing a "Customer Success" Structure?For organizations without "Customer Success" departments, what are some easy first steps to move in that direction (versus upheaval of entire org or conflict with Sales)?
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What is the standard range for enterprise support adherence?Some of my members are dealing with increased call volumes. For companies that experience high call times and high average handle times, what is the standard range for enterprise support adherence?Answered ✓ Tishia Beneventi 98 views 5 comments 1 point Most recent by David Perrault Services Delivery & Operations -
How has COVID-19 impacted your investment priorities this year?What are the main priorities in terms of investment in your projects facing COVID-19? -
What offer and pricing actions have you taken in response to the COVID-19 crisis?Members have been asking this about offers and pricing updates, changes and market withdrawals during this time. The quick poll is designed to capture these trends. Feel free to check it out. https:/…Answered ✓ LauraFay 135 views 8 comments 2 points Most recent by Doug Caviness Technology & Services Strategy -
Any recommendations for push routing solutions with Zendesk?We're planning on moving from a pull ticket routing model to a push model. We use Zendesk for our ticketing system. Zendesk does not offer this out of the box and I only see two solutions in the Ze…Answered Larry Aronovitz 65 views 4 comments 0 points Most recent by David Perrault Services Delivery & Operations -
In an effort to survive in a down economy, are companies taking the less compassionate route?In an effort to survive in a down economy, are companies taking the less compassionate route of laying people off in tough job seeking times? If not, what options are they using?Answered ✓ Deby Covey 12 views 2 comments 0 points Most recent by Deby Covey Technology & Services Strategy
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Identifying best PSA system solutions for delivering ProServicesWhat are some of the PSA (Professional Service Automation) solutions that you have had especially good experience with for delivering Services?
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What Persuasive Tactics are you Using for Driving Virtual Training?For those who are currently conducting customer training, can you share any success stories on persuading customers who want to wait for ILT, both present and future, to not wait and take on alternat…
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