Improve Field Service Margins with Preventative and Proactive Support

Posted by John Ragsdale on 2/29/16 8:38 AM

I recently co-presented a webinar with our longtime partner, ServiceMax, called, “5 ‘Can't Miss’ Mobility Tactics for 2016.” The response from attendees was so positive, I thought it was worth highlighting some of the content we covered in a blog post, especially in regards to preventative and proactive support. In fact, recent TSIA research has shown us that our members have been able to eliminate 37.3% of onsite visits through the use of proactive support! In today's post, I'm going to explain how leveraging your field service technicians as a resource for providing preventative and proactive support can help your organization achieve similar results.

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Topics: field service engineer, customer support, field services

Behind the Research: Managed Services

Posted by Nicole Dornsife on 2/25/16 6:30 AM

At TSIA, we provide technology and services businesses with the insights they need to grow, advance, and achieve their desired outcomes in our rapidly evolving industry. At the heart of this in-depth research are TSIA's research executives, who keep their fingers on the pulse of what's new and what's next in technology and services in order to deliver compelling content, best practices, and tools to our members. To highlight the brilliant people behind the research that makes TSIA what it is, we've invited the VP of managed services research, George Humphrey, to tell us a bit about himself and his thoughts on the future of his area of research, managed services. 

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Topics: managed services, Behind TSIA Research, TSIA Research

Welcome New TSIA Members! February Edition

Posted by Technology Services Industry Association on 2/23/16 7:30 AM

At TSIA, we are dedicated to helping services organizations both large and small grow and advance in the technology industry. We’d like to take the opportunity to welcome our newest members, as well as acknowledge companies already a part of the TSIA community who have recently expanded their membership to include additional service disciplines TSIA has to offer. Here's a little bit about each company, in their own words.

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Topics: New TSIA Members

Creating the Ultimate Customer Portal: Content

Posted by John Ragsdale on 2/18/16 9:30 AM

So far in this 3-part series on creating the ultimate customer portal, we've talked about the user interface design and location of the customer portal, as well as the various content repositories and resources that should be made available. In this final post, I want to share best practices for providing the tools customers need to find the answer to a question, or locate that one piece of information they need within the ocean of content you offer. 

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Topics: customer support, technology support services, self-service support, Creating the Ultimate Customer Portal

Keeping the Customer Experience First

Posted by Heather Shafer and Oscar Alban on 2/16/16 7:30 AM

More than ever before, the customer continues to be king in 2016. Along these lines, we would like to share some of the insights and highlights from a recent TSW session, “Why Customer Experience is Vital to Your Company's Success.” In this session, co-presented by Verint and Snap-on Tools, a leading global innovator, manufacturer, and marketer of tools, we discussed how the Snap-on Tools Customer Care Center uses Verint Speech Analytics to capture critical feedback from their customers and has incorporated it into their customer journey mapping to quantify the customer experience.

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Topics: customer satisfaction, customer experience management, customer experience journey mapping

[Video] What Our Members Love Most About TSIA

Posted by Technology Services Industry Association on 2/12/16 6:30 AM

It’s almost Valentine’s Day, and to celebrate the spirit of love and appreciation, we wanted to share with you some of the kind words a few of our members had to say about TSIA. Watch this video to see how our research, benchmarking, world-class business frameworks, and thought leadership have helped hundreds of the industry’s leading companies overcome top challenges, improve their processes, and achieve their desired business outcomes.

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Topics: video, TSIA Member Testimonials

The TSW San Diego 2016 Conference Schedule is Now Online!

Posted by Technology Services Industry Association on 2/11/16 6:30 AM

At our upcoming Technology Services World (TSW) conference, we have a great lineup of senior executives from top technology companies who will be sharing their experiences on growing and scaling a profitable technology-as-a-service (XaaS) business. View the conference schedule online for a preview of what you can expect to learn by joining us May 2-4 at the scenic Hilton San Diego Bayfront. 

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Topics: Technology Services World Conference

[Infographic] How to Improve Your Professional Services Pricing

Posted by Bo Di Muccio on 2/9/16 7:30 AM

A common dilemma many professional services organizations face is competitively pricing their services in a way that they can also stay profitable. The unfortunate reality is that, without an effective pricing strategy in place, improper discounting practices and low list rates can lead to these organizations drastically undercharging for valuable services. Fortunately there is a solution, and the first step to improving your professional services pricing strategy is identifying the areas within your current plan that need the most improvement. Use this handy flow chart to quickly assess how you can improve your professional services pricing strategy by evaluating two critical components that could be negatively affecting your organization’s profitability: list rates and discounting. 

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Topics: pricing, professional services, services pricing, infographic

Creating the Ultimate Customer Portal: Function

Posted by John Ragsdale on 2/4/16 6:30 AM

In this three-part blog series, I’m answering some of the most common questions I receive about how organizations can go about creating the ultimate customer portal. In my previous post, I outlined the reasons why companies need a customer portal and discussed the first of three critical elements to consider when creating the ultimate customer portal: design. This post will focus on another key element, function, as well as introduce the types of features you’ll want to consider including when building your own.

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Topics: self-service support, customer portal, Creating the Ultimate Customer Portal

TSIA's 2016 Service Capability Heatmap

Posted by Thomas Lah on 2/2/16 7:30 AM

Tech companies are currently experiencing an incredible disruption to their tried-and-true business models. While traditional products will always remain an important revenue source, now is the time for technology providers to develop more subscription-based cloud offers in order to meet changing customer expectations and keep pace with industry trends. To make the transition from a product-based business model to one that includes technology-as-a-service (XaaS) offers go as smoothly as possible, leaders need to know which service capabilities to invest in before making the change. To provide some guidance on this journey, TSIA has created the 2016 Service Capability Heatmap.

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Topics: XaaS (x-as-a-service), cloud, service capabilities


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