What Do Professional Services Strategy and Car Maintenance Have in Common?

Posted by Bo Di Muccio on 2/1/18 5:00 AM

At our recent TSW conference, I overheard this lament, “I wish getting alignment on our professional services strategy was as simple is getting your car aligned!” And thus was born an idea for some research and a blog post to explore this concept.

Car owners know that their wheels need to be in alignment, and it’s not hard to tell when they aren’t.  Your car might seem to drift to one side, or maybe your car is driving straight, but your steering wheel isn’t centered or vibrates at higher speeds. Any of these problems is a clear indication that you’re out of alignment. If you don’t get it fixed, there are lots of problems that will likely ensue: your tires will wear unevenly, you’ll get worse gas mileage, there’s a higher risk of tire blow outs or poor traction. In short, it’s plainly foolish and counterproductive to ignore or overlook the problem.

At TSIA, we believe that the same exact principles apply to professional services alignment, that is, the alignment between the PS charter and overall company objectives. 

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Topics: professional services, professional services organization (PSO), project performance, TSIA Strategic Services

What Makes TSIA Strategic Services Different from Consulting?

Posted by Thomas Lah on 10/18/17 5:00 AM

Often, TSIA members will ask us what the difference is between a traditional consulting engagement and TSIA Strategic Services. While we are always excited to share the many benefits of TSIA Strategic Services, the best way to fully understand the difference is to ask someone who’s experienced both and offer their unbiased perspective. I had the pleasure of speaking with Byron McDuffee, VP of Global Strategy for CDK Global, who recently wrapped up an advisory engagement with us. Here is what he had to say about his experiences and how they compared to traditional consulting.

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Topics: consulting, customer outcomes, TSIA Strategic Services, outcomes

The Real Benefits of Certification: An Example from Intermedia

Posted by Nicole Dornsife on 5/11/17 5:00 AM

Whereas TSIA’s Strategic Services offerings were designed to give our members the hands-on, customized assistance they need to meet their business objectives, our Strategic Certifications programs put these accomplishments to the test, and enable companies to receive recognition for being the best in the industry. We’re thrilled to announce that TSIA member company and cloud software provider, Intermedia, has recently gone through several of these rigorous certification processes and received both the TSIA Rated Outstanding and J.D. Power Certified Assisted Technical Support certifications. I spoke with Connie Adcock, VP of Client Services at Intermedia to learn about their experiences with the certification process, hear how they’ve benefitted from these programs, and to also see if she had any advice for others who are considering getting certified. Here’s what she had to say!

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Topics: certification, TSIA Strategic Services

Get on the Fast Track to Business Outcomes with TSIA Strategic Services [Infographic]

Posted by Tom Pridham on 4/18/17 5:00 AM

Exclusively available to TSIA members, TSIA Strategic Services can help you achieve your desired business outcomes even faster by directly engaging our team of research experts. Through Speaking, Workshops, Advisory Sprints, and Capabilities Assessments, you can educate and align your team, get focused advisory, receive a customized plan of action for business transformation, and measure your performance against the industry. In this infographic, you’ll see examples of how TSIA members have taken advantage of our various Strategic Services offerings to achieve specific business results.

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Topics: infographic, TSIA Strategic Services

Learn About Smart Services and IoT from TSIA in Switzerland!

Posted by Technology Services Industry Association on 1/19/17 5:00 AM

As the rise of smart, connected products continues to influence how today’s businesses are run, it’s imperative to understand exactly how smart services and the Internet of Things (IoT) are impacting your business and the technology and services industry as a whole. To answer common questions on this topic and offer a forum for constructive discussion, TSIA will be hosting a one-day Field Services summit called, “Transforming Your Field Service Organization with Smart Services and the Internet of Things” in Basel, Switzerland this March. 

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Topics: field services, internet of things (IoT), summit, TSIA Research, TSIA Strategic Services, smart services

Are You Providing Regular Soft Skills Training?

Posted by Kari Dodge on 1/5/17 5:00 AM

Even if they have years of experience, your support staff needs to be trained on their soft skills on a regular basis. The expectations of today's customers are constantly changing, and what made them happy last year won't necessarily cut it this year. It's up to your staff to stay current and be ready to deliver the highest level of customer satisfaction in this highly competitive climate. In this post, I'll share how you can make sure your support services team can stay on top of the latest support techniques to continue delighting your customers.

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Topics: support services, customer satisfaction, training, customer support, TSIA Strategic Services, soft skills, support staff excellence

Get the Business Outcomes You Want Even Faster with TSIA Strategic Services

Posted by Thomas Lah on 12/6/16 5:00 AM

Today's technology and services organizations rely on TSIA to provide them with the right business frameworks, best practices, and deep industry insight they'll need to overcome top business challenges, achieve specific business objectives, and thrive in a changing market. TSIA is excited to announce a new collection of offers designed to help companies like yours achieve desired business outcomes even faster, called Strategic Services. Through our Speaking engagements, Workshops, and Advisory Sprints, you and your organization can now choose the level of hands-on, customized assistance you'll need to meet your goals. I've asked TSIA's SVP Strategic Services and GM Major Accounts, Tom Pridham, to share with you more about Strategic Services, and how they can help your organization get the insights you need to drive the results you want in a fraction of the time.

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Topics: TSIA Strategic Services, outcomes, service business challenges

TSIA Service Trends Webinar Roundup: Fall Edition

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

At TSIA, we are dedicated to helping technology services organizations of all sizes stay on top of the latest best practices for growing and advancing their business. Our 30-minute TSIA Pulse webinars are a great way to hear directly from our research team about how emerging industry trends are affecting their respective service discipline, and what you can do to stay current. Here's a recap of this fall's TSIA Pulse webinars, in case you missed them! 

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Topics: webinars, TSIA Strategic Services

What 10 Years of J.D. Power Certification Has Done for Cisco

Posted by Technology Services Industry Association on 7/21/16 11:24 AM

Beyond membership, TSIA offers a variety of diagnostic evaluations and certifications through our Operational Best Practices (OBP) programs. These rigorous assessments allow technology companies to accurately measure all aspects of their customers’ technical support experience, from their interactions with their people, processes, and technology, as they strive to provide the best customer experience and establish themselves as an industry leader in customer satisfaction.

As the first company in the history of the program to receive ten consecutive certifications, we'd like to honor Cisco Systems in receiving the J.D. Power Certified Technology Service and Support certification, which was jointly developed by TSIA and J.D. Power to measure dedication to service excellence. We asked Cisco's Joe Pinto, SVP, Technical Services, to share with us some of his thoughts on what this Operational Best Practices program has done for their organization and for their customers.

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Topics: certification, TSIA Strategic Services, Operational Best Practices

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