Top 3 Technology Investments for EMEA Businesses

Posted by John Ragsdale on 7/14/16 6:30 AM

The results of our annual Global Technology Survey allows us to get a detailed look at which new technology and organizational capabilities are seeing the most investment dollars from some of the top companies in the industry. Although overall planned spending is high across all survey categories, which relate in some way to one or several of TSIA's service disciplines, there were some key investment areas that stood out, especially in the Europe, Middle East, and Asia (EMEA) regions. In fact, over 80% of our international respondents are planning the majority of their spending in three main categories over the next one to two years. For any technology organization considering additional investments in technology and services in the years ahead, it's always a good idea to see where your peers have already adopted solutions in order to avoid losing a competitive edge. In this post, I'd like to share the top three areas EMEA region companies are investing in: billing and invoicing systems, IoT/smart services platforms, and self-service portals. 

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Topics: proactive support, online support, internet of things (IoT), customer portal, EMEA, smart services

Make Both Your Customer and Your CFO Happy With Remote Monitoring

Posted by Vele Galovski and Ken O'Reilly on 3/4/14 9:30 AM

12 Days of Insights 2014: Day 1

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.

In 2013, TSIA members reported through the Field and Support Service Benchmark Surveys that they achieved great success through the utilization of remote monitoring and proactive support tools. The most notable improvements reported by TSIA members included significant cost reductions, reductions in the time to resolve an incident, and improvements in customer satisfaction. In a just-released member report, “Remote Monitoring and Proactive Support,” we took a closer look at how successful companies are optimizing their service delivery channels in all phases of the remote monitoring continuum.

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Topics: support services, customer satisfaction, proactive support, field services, remote services, optimization

Nothing Good Comes for Free

Posted by George Humphrey on 7/26/13 7:22 AM

Part four in a five-part mini-series on the five biggest mistakes an organization can make when looking to start a managed services (MS) business (and how to avoid them). By TSIA MS expert George Humphrey. 

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Topics: managed services, support services, proactive support, Managed Services Mistakes

TSW Best Practices 2013: Commentary from Ken O’Reilly, TSIA’s Support & Field Service Research Expert

Posted by Ken O'Reilly on 5/21/13 4:46 PM

The TSIA Research Team captured some great observations and key takeaways from their experiences at TSW. Over the next several days, we'll be delivering their commentary to you here, in this blog mini-series, from our TSIA thought leaders. Today, key takeaways from Ken O’Reilly, TSIA vice president of support and field services research.

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Topics: support, proactive support, field services, multi-channel support, SaaS (software-as-a-service), Technology Services World Conference

State of Services Technology: 2013

Posted by John Ragsdale on 4/18/13 4:00 PM

TSIA members had record planned spending in 2012–-2013, making long overdue updates to aging CRM and knowledge infrastructure, while investing in tools to increase transparency and enable real-time and proactive reporting. Planned spending across the 24 categories of tools and services covered by the TSIA Heatmap is very high. Here's how service organizations looked to technology for automation and streamlining in 2013.

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Topics: education services, social media, knowledge management, mobility, automation, managed services, support services, service revenue generation, professional services, customer relationship management (CRM), data analytics, proactive support, field services, professional services automation (PSA), collaboration


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