TSIA Discussions
A community for technology and services professionals to navigate business challenges together.
Discussion List
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Ideas for Hands-On Lab TrainingThe OneStream Certification Program exists for customer success purposes (i.e., to contribute to customer success via successful implementations as a result of establishing a thriving community of va…Answered Beverly van de Velde 49 views 2 comments 0 points Most recent by Beverly van de Velde Customer Success -
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…Answered Karen Bautista 13 views 4 comments 0 points Most recent by Karen Bautista Services Delivery & Operations -
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 …Answered Christina Luna 109 views 14 comments 2 points Most recent by Jessie Adamczyk Services Delivery & Operations -
Market research: can you help me find a comparable use case for an open source Knowledge Base?Hi all, I am doing some market research for content strategy and am trying to find a comparable use case to my own. I am looking for examples of SaaS companies that offer both open source and enterpr…Answered Erin O'Malley 56 views 6 comments 0 points Most recent by Alexander Ziegler Technology & Services Strategy -
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…Answered Amy Lifschitz 50 views 5 comments 0 points Most recent by StevenForth Services Delivery & Operations -
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…Answered ✓ James Evans 138 views 2 comments 0 points Most recent by James Evans Services Delivery & Operations -
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…Answered Sal Conti 112 views 4 comments 1 point Most recent by Sal Conti Services Delivery & Operations -
Support Offers trend for more aggressive SLOs and SLAsHello, as we entered 2021, maybe as a result of the 2020 pandemic, we see our customers requesting more aggressive SLOs/SLAs. We have implemented an already Business Critical offer with response time…Answered Goncalo Pereira 126 views 4 comments 0 points Most recent by Goncalo Pereira Technology & Services Strategy -
Cloud: CSM and TAM and BDMAnyone interested on benchmarking regarding org structure and role separation among CSM, TAM, and BDM, in a cloud sales motion context? Thanks, -
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 …Answered ✓ Karen Bautista 14 views 1 comment 0 points Most recent by David Perrault Services Delivery & Operations
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What is your survey response rate?Hi folks - Lately i've been spending a good bit of time digging into our survey response rate and trying to find trends. We have an amazing response rate at about 75%. Curious if other IT Training…Answered Jacqueline Sell 119 views 3 comments 0 points Most recent by Alexander Ziegler Services Delivery & Operations -
How to centrally delete data from local machine, which got downloaded from specific siteFor troubleshooting issues, support engineers open a support ticket and download log files to their local machine. How to manage the downloaded files in local machine. i.e. delete those downloaded f…Answered Sekhar Mohanty 34 views 6 comments 0 points Most recent by Sekhar Mohanty Technology & Services Strategy -
What is the official industry definition for Tiered Support Structure?Hello, can any of you point me out if there's any official industry for TIER 1 ; TIER 2 ; TIER 3 in the context of Telco? Although i have found several correct definitions scattered over dozens of pa…Answered Goncalo Pereira 118 views 5 comments 0 points Most recent by Lexi Provost Technology & Services Strategy
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Do you survey re-opened cases?Looking for input from the community on whether you survey cases when re-opened, which could result in a case being surveyed multiple times. If yes, how do you account for an engineer receiving two s…Answered Karen Bautista 93 views 9 comments 0 points Most recent by Karen Bautista Services Delivery & Operations
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What are your Customer Health Score categories?We are re-evaluating the naming convention of our Customer Health Score and trying to move away from the traditional Green/Yellow/Red categories. I've researched a few options, but looking to see wha… -
Does anyone receive or write product requirements that come from the support org?I'm working on creating a set of requirements for product that include supportability (smart error messages, logging for debugging) customer experience (does the product do what it says, do the docs …Answered ✓ ClaireHernandez 35 views 3 comments 0 points Most recent by StevenForth Technology & Services Strategy -
Professional Services Sales Compensation PlanHello all - I have been tasked with refreshing our sales comp plan for our PS sellers - I would welcome the collective thoughts and guidance on how others are balancing the sales comp challenges - as… -
ES under Product Organization - what is your experience?Does anyone know of an ES organisation that sits under Product organisation? I am curious to learn about what are the Pros and Cons of that set-up.Answered Ana Howes 52 views 5 comments 0 points Most recent by LauraFay Services Delivery & Operations -
What are your views on what it takes to create winning teams?A couple of weeks ago, I held a session with a group of investors where we discussed the topic of winning teams. Some of the building blocks we looked at included: culture and values, experience, rel…Answered ✓ Karen Chiang 52 views 11 comments 1 point Most recent by David Perrault Technology & Services Strategy -
Who is responsible for documenting the value being delivered to the customer?The value innovation cycle proposes a cycle of Create Value Communicate Value Deliver Value Document Value Capture Value (this is where pricing comes in) Create Value All this turning around a deep u… -
How can one move negotiations (especially pricing negotiations) to being positive sum games?Pricing negotiations are often high stakes with a lot that can go wrong for both parties. This is especially true for well differentiated offers. Game theory offers a lot of insights into pricing. In…
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Tis the season for predictionsThe beginning of the year is a time when many pundits, analysts and gad abouts are making predictions for the coming year. What predictions do you see as the most compelling? How do you act on these …Answered StevenForth 32 views 3 comments 0 points Most recent by StevenForth Technology & Services Strategy
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CSAT/Customer Satisfaction for Professional Service Engagments/Projects?Hi, What questions/feedback are you requesting from Customers on close of a Professional Services engagement? Are you just asking for Satisfaction, if they would hire the consultant, ect.Answered MelanieCarlson 261 views 2 comments 0 points Most recent by GailPropson Services Delivery & Operations -
iOS vs Android Usage in Inpatient Facilities by CliniciansHi there, I'm hoping to find current research that focuses on the percentage of inpatient care providers that use iOS vs Android devices for clinical care. We'd love any insights that others have ga…Answered Shawna Norris 41 views 3 comments 0 points Most recent by Shawna Norris Services Delivery & Operations -
How do you combat the issue of agents not logging out?What are your enterprise support centers doing to combat the issue when agents forget to log out at the end of their shift?Answered ✓ Tishia Beneventi 74 views 3 comments 0 points Most recent by SumitBhat Services Delivery & Operations -
What do the terms digital competencies or digital skills mean to you?Digital transformation has been a buzzword for the past few years. With it has come interest in 'digital competencies' and 'digital skills' (ask me about the emerging consensus on how these two words…Answered StevenForth 11 views 1 comment 0 points Most recent by StevenForth Technology & Services Strategy
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Webinar - Driving Subscription Upsell and Cross-Sell Through Channel PartnersWe received multiple questions during today's live webinar that @Anne McClelland and I didn't have time to answer. We will be posting our answers to those questions here, and of course gladly welcome… -
What price strategy has your company used for partner certification training program?We have a product offer where we will be training our partners to enable them to provide 1st level support on the product. The training will be incorporated with a certification of the partner to be …Answered ✓ LeeAnnLuck 74 views 3 comments 0 points Most recent by Maria Manning Chapman Revenue Growth -
Webinar - Bridging the Gap Between Education and Support Services OrganizationsWe received multiple questions during today's live webinar that @David Baca and I didn't have time to answer. We will be posting our answers to those questions here, and of course gladly welcome new …Maria Manning Chapman 64 views 9 comments 0 points Most recent by Dave Baca Services Delivery & Operations -
Building a modern SaaS Content StrategyI am looking to modernize my company’s approach to knowledge and information management. Today knowledge is aligned with many different departments: product documentation within Engineering, Knowledg…Answered Kimberly May 56 views 3 comments 1 point Most recent by PatrickMartin Technology & Services Strategy
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