How Professional Services Automation (PSA) Supports Business Transformation

Posted by Technology Services Industry Association on 11/22/16 5:00 AM

It’s no surprise that services organizations rely more and more on various technologies to successfully run their businesses. Recent research shows that planned spending and adoption of Professional Services Automation solutions is on the rise, and has become a must-have technology for most business stakeholders within services organizations. PSA provides automation in core business areas along with the information necessary to make important business decisions in real-time.

We interviewed Lori Ellsworth, GM of PSA Solutions at FinancialForce to get her perspective on typical challenges that services business face while undergoing a business transformation and how technology, specifically a Professional Services Automation solution, plays a role in these events.

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Topics: professional services, professional services automation (PSA), TSIA Partners

3 Reasons You Should Invest in Professional Services Automation

Posted by Michelle Manimtim on 11/9/16 5:00 AM

Per TSIA's professional services benchmark reports, professional services automation (PSA) adoption is on the rise, and organizations that implement it gain the following benefits when compared to their industry peers:

  • Higher billable utilization.
  • Better rate utilization.
  • Fewer days to staff projects.
  • Increased project margins.

However, despite the growing maturity and use of PSA solutions, I continue to see even mature professional services organizations still drowning in spreadsheets and highly inefficient manual reporting. To thrive and compete in the current business climate, companies need to transform and evolve to meet the needs of today's customers.

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Topics: customer experience, professional services, professional services organization (PSO), professional services automation (PSA), TSIA Partners, digital transformation

3 Steps to Leverage Digital Disruption in Your Sales Efforts

Posted by Barbara Geraghty on 9/20/16 6:30 AM

What do landlines, books, postage stamps, greeting cards, and taxis (and the companies that sell them) have in common? Obsolescence! Meanwhile, startup companies like Uber and Airbnb have reached unicorn status with with zero inventories, and Amazon has changed the face of retail forever.

The fact is, there are forces at work that are changing everything. We are in the middle of a strategic reinvention of every industry as a result of cloud computing, mobile apps, social media, data analytics and the Internet of Things. A new study by IBM found that the “Uberisation” trend, or industry disruption caused by an unlikely competitor, has become a dominant concern of the C-suite.

Executives understand that the biggest threat to the future of their company is what they don't know, they don't know. That uncertainty is the lever that opens the door to outside sources of information and ideas. How can you help your prospects and customers become masters of digital disruption?

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Topics: x-as-a-service (XaaS), sales, TSIA Partners, disruption

4 Steps to Successfully Move from Hardware to Software and Services

Posted by Neil Jain and Chris Kammerer on 9/15/16 6:30 AM

The world has been changing over the past 10 years for hardware companies. Today, faster innovation cycles and falling barriers to entry are driving commoditization, virtualization is fueling demand for software running on industry standard hardware, and everyone is chasing higher margin, recurring revenue offers. Hardware companies are responding to these shifts by augmenting their portfolios to include more software and services offerings, but many are struggling with the transition.

Whether your company is looking to break into a complementary software market, enhance your hardware products with managed services, or respond to the virtualization trend, here are four key steps you should take to address common challenges hardware companies face.

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Topics: x-as-a-service (XaaS), managed services, service revenue generation, services, service offers, TSIA Partners, hardware manufacturers

4 Essentials of a Winning Customer Self-Service Strategy

Posted by Jennifer MacIntosh on 8/23/16 6:30 AM

Great self-service is something most companies aspire to provide, in pursuit of an exceptional customer experience. When done well, it increases customer satisfaction and loyalty. It’s also cheaper and relieves the contact center from the burden of answering repetitive calls.

97% of the support leaders TSIA surveyed plan to invest in self-service tools in the next two years. To select the right tools, you first need to have a clear vision of what great self-service means to you and your customer.

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Topics: knowledge management, support services, customer support, online communities, online support, self-service support, customer portal, TSIA Partners

5 Steps to Creating a Better Customer Experience

Posted by Dennis Gershowitz on 8/4/16 6:30 AM

There are many attributes to becoming a "best-in-class" organization that have always interested me, particularly the ability to focus on understanding what defines customer success. I am convinced that this can only come about when management understands exactly what their business is about and how they can properly deliver the outcomes their customers expect.
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Topics: customer success, customer experience, organizational culture, customer outcomes, TSIA Partners

4 Guiding Principles for Building Customer Loyalty

Posted by Donna Walker on 4/11/16 6:30 AM

We all know customer satisfaction is more important than ever to building customer loyalty and increasing retention, so it's fascinating to watch some customers display unwavering loyalty, no matter what their favorites brands do. Take the Chipotle food poisoning outbreak for example; after briefly falling from darling status, Chipotle is already setting the stage for a multi-year comeback with their “Better Burger”. And remember when Amazon raised the price of Prime Membership from $79 to $99 annually? We fussed, we complained on social media, but then we renewed anyways. With these examples in mind, here are four guiding principles your organization can use to build that kind of customer loyalty and prevent attrition.

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Topics: customer loyalty, customer retention, customer support, customer service, TSIA Partners

The “Soft” Side of Tech and Field Support

Posted by Jodi Beuder on 11/23/15 6:30 AM

You may have heard the saying “You hire people for their technical skills and fire them for their soft skills.” There are a number of variations of this quote, but all revolve around the issue of hard vs. soft skills. It’s fairly safe to say that meeting the expectations of today’s customer, whether B2B or B2C, requires robust hard and soft skills.

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Topics: support services, field services, TSIA Partners

Don't Get Caught Off Guard By A Poor Customer Experience

Posted by Dennis Gershowitz on 10/1/15 6:30 AM

About six weeks ago, I shipped a piece of art via a highly reputable shipper. I will spare you the details of this fiasco, but needless to say, for a company prides itself in its branding as delivering the highest level of customer experience, I have to wonder how much truth there is behind their claim. My misfortune brings up the point that every company looking to maintain a good reputation with their customers should always be asking themselves, "Would our customer experience be considered positive or negative?"

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Topics: customer experience, customer service, customer experience journey mapping, customer engagement, TSIA Partners

Game Over! 5 Gamification Pitfalls to Avoid

Posted by David Kay on 4/28/15 6:30 AM

We’re big fans of gamification, that is to say, the use of game design techniques in non-game situations. Gamification gives team members timely feedback, reinforces good behaviors, and can kindle healthy competition. (Tweet this!) But, as with any reward and recognition program, gamification done wrong can cause big problems. Based on industry experience, especially with knowledge workers in technology services, here are the top five gamification gaffes to avoid.

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Topics: performance management, customer support, gamification, Technology Services World Conference, TSIA Partners

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