4 Remote Customer Support Predictions for 2018

Posted by Peter Zeinoun on 12/19/17 5:00 AM

It’s hard to believe 2017 is already coming to a close. As I’m looking back on the past year, and looking forward to the year ahead, it’s got me thinking about where support has been and more importantly, where it’s going. If Vegas were to put out lines for the world of customer support, here’s where I’d place my bets for 2018, which follow the themes of creating a frictionless customer experience, increasing mobility, leveraging the latest technology, and providing self-service support options.

Read More

Topics: mobility, support services, customer support, self-service support, intelligent customer support, artificial intelligence (AI)

3 Ways Video Collaboration Empowers Your Service Operation

Posted by Marieke Wijtkamp on 4/12/17 5:00 AM

Empowering service operations with video comes in many different forms. To some, video enables online chat with customers, while to others, video brings remote experts into the field virtually to help troubleshoot assets. Regardless of the approach, video is quickly becoming an accepted and desired form of communication.

Read More

Topics: mobility, field services, video

3 Key Mobility Practices for Field Service [Infographic]

Posted by Vele Galovski on 3/14/17 5:00 AM

Everyone wants to grow their services revenue, and for hardware manufacturers that have traditionally been product-focused, this might seem like a big challenge to overcome. However, hardware manufacturers that have made the transition to the service engine business model have been able to accomplish this goal with remarkable success. Their secret? Using mobility platforms to improve their operations, efficiently deploy their workforce, and help their customers get the most out of their products and services. In this infographic, you’ll see how much these service engine companies were able to grow their services revenue through mobility when compared to the hardware manufacturing industry as a whole.

Read More

Topics: mobility, field services, infographic, hardware manufacturers, services revenue generation

Driving Service Efficiency in the Age of IoT

Posted by Vele Galovski and Harald Kopp on 5/14/15 6:30 AM

In our last post, Smart Products Need Smart Services: How IoT Affects Industrial Equipment, we introduced the TSIA Remote Services Continuum, which provides a framework for companies that have implemented or are considering incorporating smart, connected products as part of their product portfolio. Today’s post will go into more detail on the first and, by far, most common step along the continuum: Service Efficiency.

Read More

Topics: mobility, support services, field services, industrial equipment, internet of things (IoT), remote services, service efficiency, Intro to IoT, smart services

Smart Products Need Smart Services: How IoT Affects Industrial Equipment

Posted by Vele Galovski and Harald Kopp on 4/29/15 8:36 AM

Last October, CEO of General Electric, Jeff Immelt, kicked off GE’s Minds+Machines conference with this statement:

"You went to bed last night as an industrial company. You will wake up in the morning as a software and analytics company."

So what would make the CEO of an industrial equipment giant say this? In addition to their wide range of product offerings, GE is quickly becoming a software and analytics company that is stretching the definition of what a product is and how they can improve their customer’s outcomes with that newly defined product. In the new age of IoT (Internet of Things), your industrial equipment organization can benefit by taking GE’s lead in developing smart services that support your products. 

Read More

Topics: mobility, field services, industrial equipment, internet of things (IoT), Intro to IoT, smart services

Technology and the Customer Experience

Posted by Jodi Beuder on 12/20/14 9:30 AM

12 Days of Insights 2014: Day 11

To celebrate the holiday season, we’re giving the gift of knowledge! Join us as we share our favorite posts from top technology services thought leaders in our 12 Days of Insights blog series.

It is clear that customer service is no longer in the silo of the customer support department, housed principally in a contact center. Instead, customer service needs to be implemented across various touch points within a company, including the company’s web platform and on their social media channels. IT departments are adapting to cloud-based and mobile-based platforms to make all these touch points sync together. 

Read More

Topics: customer experience, big data, cloud, social media, mobility, customer relationship management (CRM), customer support, customer service, TSIA Partners

How Mobility Can Help Drive Customer Adoption

Posted by Vele Galovski on 9/16/14 6:30 AM

The traditional supplier model of make, sell, and ship is no longer all it takes to keep customers happy. In today’s market, manufacturers are not only expected to continue making and supporting great products, but must also work directly with customers to help them achieve their desired outcome.

Fortunately, with the added help of emerging mobile technology, field services technicians are in an ideal position to maintain an ongoing relationship with customers, and are quickly becoming the driving force behind increased end-user adoption and consumption in the technology industry. In my webinar, The Connected Technician, I discuss how field services is leveraging mobility to create a better customer experience and increase value.

Read More

Topics: pacesetter, mobility, field services

[Infographic] Emerging Trends in Mobility for Field Services

Posted by Vele Galovski on 8/26/14 6:30 AM

The growing popularity and use of smartphones and tablets has had major implications for field services organizations. While increased mobility is one obvious advantage, the rapid development of video conferencing, mobile knowledge management applications, and wearables is rapidly creating an even greater positive impact. For example, the ability to link a customer to a live video chat agent for help has created a whole new user experience that is going to convince customers, and field services personnel, that this is an option they need.

Also, with the improved connectivity this new technology brings, field technicians will not only have their complete knowledgebase available at their fingertips, but they can also leverage the expertise of specialists in their office to solve the difficult problems that would otherwise eat up time and money.

In this infographic, we take a closer look at how mobility in the field services industry is growing, and how this trend will lead to an overall improved customer experience and increased productivity for both technicians and field service companies.

Read More

Topics: knowledge management, mobility, field services, infographic

How SAP Services Is Transforming to Outcome-Based Service Offerings

Posted by Technology Services Industry Association on 12/18/13 11:23 AM

“When you talk about end-to-end outcomes for the customer, that can only happen when you bring in process, and business, and technology together. If you do not bring all of them in, it doesn’t work. It doesn’t happen.”

SAP Services offers consulting, education, custom development, and support services to customers worldwide. At Technology Services World (TSW) Service Transformations held in Las Vegas this past October, Anand Eswaran, head of SAP Global Services, led a powerful keynote discussion that outlined the success factors in today’s economy, the impact of evolving Millennials’ (“Gen Y”) buying behavior, and what game-changing technologies such as cloud, big data, and mobile mean for SAP’s customers and SAP Services. Read on for some key highlights from his discussion. 

Read More

Topics: outcome-based services, customer experience, B4B, big data, cloud, mobility

TSW Best Practices 2013: Commentary from Maria Manning-Chapman, TSIA’s Education Services Research Expert

Posted by Maria Manning-Chapman on 5/22/13 4:23 PM

The TSIA Research Team captured some great observations and key takeaways on the learning that took place at TSW 2013 Best Practices. Over the next few days, we will deliver their commentary to you here, in this blog mini-series, from our TSIA thought leaders. Here are some key takeaways from Maria Manning-Chapman, vice president of education services research.

Read More

Topics: mobile learning, education services, cloud, social media, mobility, SaaS (software-as-a-service), Technology Services World Conference


Subscribe to the Blog

Recent Posts

Posts by Topic

see all

Follow TSIA