TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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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 158 views 4 comments 0 points Most recent by Matt Bowling Services Delivery & Operations -
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 185 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… -
What does Post-Pandemic Service Delivery professionalism look like?A question from a member, we would love your feedback. Since COVID, have standards changed for professionalism? What does professionalism, including dress code, look like for field tech companies … -
Morale During Hard Economic TimesDuring hard economic times where layoffs and pause on compensation increases are seen in the industry; what methods do you implement in your teams to keep morale up where there is tension due to an i…Answered ✓ melissa.russell@oracle.com 101 views 3 comments 0 points Most recent by melissa.russell@oracle.com Services Delivery & Operations -
Usage of AI in Learning & Development?I wonder if anybody came across numbers showing how many companies use AI in their L&K department? Maybe split into delivery, sales and production of courses? Do we have research around this insi…Alexander Ziegler 92 views 2 comments 0 points Most recent by Maria Manning Chapman Customer Success -
Is anybody tracking learning of their Clients with CLP (Continuous Learning Points)?It seems CLP is an emerging currency for tracking learning - I'm wondering who in this group already has experience. How do you convert hours to CLP? How do you issue the CLPs to your Clients? Any ot…Answered ✓ Alexander Ziegler 133 views 5 comments 1 point Most recent by Beverly van de Velde Customer Success
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What are your key blocks in your learning content development strategy in 2024?Hello Everyone, As the year is unfolding I'm curious to know what are other people's key strategy pillars for content development - whether it's AI, modularization or gamification and how are you thi…Answered Jaime Farinos 81 views 3 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations -
Training Credits to be used with Services?I know that some of us are having rolled out something like Training Credits / Education Packs or whatever we call it (something where a Client is purchasing a certain amount of dollars he can then l…Alexander Ziegler 91 views 3 comments 0 points Most recent by Beverly van de Velde Services Delivery & Operations
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Which tool do you use to deliver remote (VILT) training and what is your experience with it?There are many tools to use when delivering remote training and associated labs. We're interested in hearing different companies experiences.Answered ✓ Bill Hor 76 views 2 comments 0 points Most recent by Craig Cason Services Delivery & Operations -
Do you have Support Contact limits?Looking for any insight on this question - whether you have something similar or decided against this approach for any reason. Are there any member companies that have a minimum or maximum number of…Answered Christina Luna 42 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
Training NPS benchmarkHi all, wondering if there is a recent study / industry benchmark for NPS scores in Customer Education (ideally by modality and maybe even including regional differences)?Answered Joachim Worf 125 views 2 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
CSAT, NPS, CES, VES - What are your thoughts?We've heard at past TSIA conference keynote sessions that Net Promoter Score (NPS) is "dead". For Customer Satisfaction (CSAT), TSIA has indicated it is still a viable/reasonable metric to…Neal Hatton 395 views 5 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
What does your company offer as a unified ecosystem / platform for ALL learning assets?Per the subject, I'm exploring how we can package all learning assets from individual components into a unified ecosystem or platform (i.e., unifying the Partner/Customer learning experience). The ma…Beverly van de Velde 152 views 5 comments 0 points Most recent by Beverly van de Velde Technology & Services Strategy -
Solution Support - Delivery ModelsHi Team, Support services is evolving and transforming , gone are the days of product support. its more a solution support our customer want. Does anyone have any working model / prototype suggestion…Answered Imran Razack 152 views 2 comments 0 points Most recent by Slava Kovelman Services Delivery & Operations -
Services CatalogI want to develop a catalog of services as a means of standardizing SOWs so that it's clear to all what is being sold and what will be delivered. Are there any templates or forms that you have develo…Answered Rita Jerman 84 views 1 comment 1 point Most recent by Carlos Alves Services Delivery & Operations -
ReportsWhere do you all find sample or templates for reports? Looking for Disaster Recovery Plans, Test results and suchAnswered Scott Bachrach 52 views 1 comment 0 points Most recent by Carlos Alves Services Delivery & Operations -
Do you bundle a flat fee for unlimited training and certification with a "partner company" license?If so, is it just a flat fee (e.g., $20K added for each partner company's license to cover the cost of unlimited training and certification exams)? How do you account for a high volume of partner con…Answered ✓ Beverly van de Velde 143 views 3 comments 0 points Most recent by Lawrence Kaye Revenue Growth
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Cost allocations for internal projects / internal work adviceHello, Any advice or best practices on the issues around PS teams performing non-billable internal work and how to effectively distribute the cost allocations for this? As a PS team we are targeted o… -
Seeking Advice: Building a Successful Coaching Practice from ScratchHello fellow professionals, I'm venturing into the world of coaching and am seeking advice on building a successful coaching practice from scratch. I have a strong background in building and l readin… -
Percent of cases caused by infrastructure incidentsHello, I am wondering if there are any support leaders tracking the % of incidents caused by private/public cloud problems. I am trying to understand what "good" would look like for a matur…Answered Robert McGinness 101 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy
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What Metrics or KPIs do you use to measure your Tier III Support team?We use the standard KPIs for our Tier I, client-facing folks (CSAT, Case Age, Quality, Abandonment, etc.), but our technical support team (aka Tier II, Tier III, Application Support team) is our &quo…Answered etaylor-beck@relias.com 501 views 4 comments 1 point Most recent by Samir Bhargava Services Delivery & Operations -
Have you integrated Agents calendars across multiple tools?Hi, I'm part of a global support organization and would be very interested to know how you may have looked at synchronizing or integrating calendars from multiple tools? We have a CRM system where ou…Answered Liam flynn 61 views 2 comments 0 points Most recent by Liam flynn Services Delivery & Operations -
what do you base service offering pricing on?Since a couple of months, i've been in charge of transforming our product catalog of ICT & connectivity offerings with adjacent (unstructured) services into a service-oriented approach, ultimatel…Answered Stefaan Wuytack 154 views 1 comment 0 points Most recent by Carlos Alves Technology & Services Strategy -
Success Hub for Digital Customer Success in CommunityWe are beginning our DCS journey, including creating a foundational success hub in our community. I'd love to hear what other success hubs look like? What kind of content do you feature? Is it a sepa… -
Robot Process AutomationHello, I am researching products that are currently being used by organizations to automate repetitive/remedial tasks to free up valuable time for support engineers. Do TSIA community have a favorite…Answered ✓ KellyWilson 241 views 8 comments 0 points Most recent by Allan Grohe Technology & Services Strategy -
PROFESSIONAL SERVICES AUTOMATION - RECOMMENDATIONSWe are looking to implementation a full-service PSA platform to bring efficiencies to customer onboarding, project management, resource management, and real time data and analytics. Any recommendati…Lisa James 194 views 2 comments 0 points Most recent by Melissa Pershing Services Delivery & Operations
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