PAST WINNERS
Click on a category to view past winners of each STAR Award.
- Complex Application Support
- Continual Improvement
- Customer Commitment
- Education Services Excellence in Enabling Customer Success
- Emerging Business Support
- Enabling Customer Success (PS)
- Field Services Excellence in Service Spare Parts Management
- Innovation in Education Services
- Innovation in Marketing Value-Added Services
- Innovative Support
- Knowledge Management Practices
- Mission-Critical Support – Hardware
- Mission-Critical Support – Software
- Online Support
- Overall Operational Excellence in Technology Professional Services
- Partner Management
- Service Delivery Optimization
- Small Company Excellence in Support Services
- Use of Metrics & Business Intelligence
- Value-Added Support
Complex Application Support
This category recognizes support organizations that deliver sophisticated technical and field support for complex applications in mixed or otherwise complex environments. An applicant in this category is typically identified as having senior-level technical support representatives with advanced degrees. These reps interface with senior-level customers typically in engineering and/or scientific fields. For software companies, these typically would be product design application implementations, or complex medical or process monitoring/automation offerings. For hardware companies, these typically would be measurement and monitoring equipment, or complex medical diagnostic equipment.
2011 Winner
Digital Hands
Winners Prior to 2011
Aspen Technology
Cadre Technologies
EMC (Enterprise)
GeoQuest
Mentor Graphics
Netezza (SMB)
Oracle
RSA Security
SAP
SAS Institute
Software AG
Synopsys
Tektronix
Continual Improvement
Presented to a company that has demonstrated exceptional service levels and customer satisfaction for three or more years, with year-over-year improvements and a plan in place for continual improvement in the future.
2011 Winner
McAfee
Winners Prior to 2011
Aruba Networks
Avaya
IBM
IBM System X, Blade Center &
Installation (xBCI) Client Support
Customer Commitment
Presented to a company who successfully demonstrates organizational commitment, alignment, and focus around gathering and responding to customer feedback, issues, and requests, including using voice-of-the-customer (VOC) input to improve support operations and offerings.
2011 Winner
Symantec
Winners Prior to 2011
Avaya
Cisco
Cisco-Linksys
Intuit
Symantec (Enterprise)
Digital Hands (SMB)
Education Services Excellence In Enabling Customer Success
The TSIA STAR Award for Education Services Excellence in Enabling Customer Success is meant to recognize ES organizations for a demonstrated organizational commitment to and record of achievement in enabling customer success. Successful candidates should not only be able to demonstrate strong culture and process, but also clear benefit to the ES organization, or to the company, as a result of excellence in enabling customer success.
2011 Winner
EMC
Emerging Business Support
Applicants in this category provide technical support within emerging businesses (defined as companies with under $250M in total annual revenue) for which exemplary customer support is important for company growth and typically is provided with constrained resources. Applicants should demonstrate how their support effectively maintains their customers’ satisfaction and loyalty, and helps drive new business. For software companies, these typically would be application implementations or core systems infrastructure offerings. For hardware companies, these typically would be servers, network components, etc.
2010 Winner
SuccessFactors
Winners Prior to 2010
Approva
Taleo
Enabling Customer Success (PS)
The TSIA Technology Professional Services Star Award for Excellence in Enabling Customer Success is meant to recognize PS organizations for a demonstrated organizational commitment to and record of achievement in enabling customer success. Successful candidates should not only be able to demonstrate strong culture and process, but also clear benefit to the PS organization or to the company as a result of excellence in enabling customer success.
2011 Winner
EMC
Winners Prior to 2011
Xerox
Field Services Excellence in Service Spare Parts Management
Service spare parts management is the science of ensuring that the right spare part is available at the right place and at the right time. Companies with world-class spare parts management strategies are also successful in balancing the sometimes competing demands of customer satisfaction and cost (inventory) reduction. The winner of this award is the company that most convincingly demonstrates overall excellence in the management of service spare parts.
2011 Winner
Philips Healthcare
Innovation In Education Services
The TSIA Education Services STAR Award for Innovation in Education Services is meant to recognize ES organizations which have most clearly and effectively embraced innovation, or undertaken a specific, innovative initiative to increase productivity, enhance instructor and/or content developer performance, satisfy customer needs, or otherwise improve other measures of ES business success.
2011 Winner
PTC
Innovation In Marketing Value-Added Services
The need for technology companies to evolve and innovate around their services business is now broadly accepted amongst service leaders in our industry. Services marketers have a key role to play in supporting the shift to a consumption-oriented, value-added service model. This award is presented to the company that has most clearly and effectively innovated in repositioning its services portfolio to address customer adoption of its products and in marketing value-added services.
2011 Winner
Philips Healthcare
Innovative Support
Presented to a company who has embraced innovation in people, process, and technology to increase agent productivity, service levels, and customer satisfaction, increase problem avoidance, and effectively handle more interactions using unassisted channels.
2011 Winner
Cisco Systems
Winners Prior to 2011
CA
HP
Microsoft Business Solutions
Oracle
Televista
Trend Micro
Xerox
Knowledge Management Practices
Presented to a company whose knowledge management strategy includes repeatable, effective processes for capturing, publishing, and maintaining content in order to solve customer problems in a consistent and efficient manner.
2011 Winner
VMware
Winners Prior to 2011
Avaya
McAfee
NetApp
Oracle
Mission-Critical Support – Hardware/Software
Applicants in this category provide support in mission-critical environments where system uptime is imperative, typically for enterprise customers. Support from these organizations is a critical part of keeping customers “up and running” 24/7. Applicants should demonstrate how their technical or field support effectively maintains their customers’ mission-critical systems in continuous operation.
For software companies, these typically would be large ERP/CRM application implementations, or core systems infrastructure offerings. For hardware companies, these typically would be servers, network components, etc.
2011 Winners
Avaya (Enterprise Software)
Oracle (Enterprise Hardware)
Winners Prior to 2011
Avaya (Enterprise Software)
Compaq – GCSC Asia Pacific
Dell
Dell Enterprise Services
EMC
Invensys-Wonderware (SMB Software)
Juniper Networks
Juniper Networks (Enterprise Hardware)
Oracle
S.W.I.F.T.
SAP
Symantec (Enterprise Software)
Xerox (Enterprise Hardware)
Online Support
Recognition for a company who is leveraging Web-based technologies and knowledge management processes to provide an effective Web self-service experience for their customers, including raising awareness and driving customer adoption of online support, personalizing the experience, using customer feedback for improvement, and measuring customer success through usage metrics for ongoing improvement.
2011 Winner
Cisco
Winners Prior to 2011
Aspen Technology
Cisco Systems
Symantec
Overall Operational Excellence in Technology Professional Services
The TSIA Star Award for Overall Operation Excellence in Technology Professional Services is meant to recognize PS organizations for achieving exceptional organization maturity across all or most areas or functions of the PS business. This award does not establish arbitrary criteria on things like operating margin, but rather will look for PS organizations that function and perform in ways that most effectively execute against their particular charters and roles within the company.
2011 Winner
EMC
Winners Prior to 2011
PTC
Partner Management
Many companies outsource service delivery to qualified partners, including outsourcers and channel partners, to reduce costs and extend or augment their own direct service delivery operations. This award is presented to a company who excels at leveraging third-party providers for the delivery of service and support. This could apply to onshore or offshore outsourced partners or a combination therein. In all cases, partners must be composed of indirect company employees.
2011 Winner
Cisco Systems
Winners Prior to 2011
Cisco Systems
HP
SAP
Symantec
Service Delivery Optimization
Presented to a company who has successfully improved its support delivery operations through the use of outsourcing, consistent global processes, service technology development or deployment, and/or a quality improvement methodology such as Six Sigma, ISO 9000 to optimize and improve efficiency.
2011 Winner
Cisco
Winners Prior to 2011
Avaya (Enterprise)
Cisco Systems
HP Consumer
Riverbed Technology (SMB)
Sun Microsystems
Xerox
Small Company Excellence in Support Services
Applicants in this category provide technical support within small businesses (defined as companies with under $250M in annual revenue) for which exemplary customer support is important for company growth and is typically provided with constrained resources. Applicants should demonstrate how their technical support effectively maintains their customers’ satisfaction and loyalty, and helps drive new business. For software companies, these typically would be application implementations or core systems infrastructure offerings. For hardware companies, these typically would be servers, network components, etc.
2011 Winner
Corptax
Winners Prior to 2011
Approva
Corptax
Riverbed Technology
Use of Metrics & Business Intelligence
Presented to a company whose metrics and benchmarking program gathers data on all aspects of the operation to ensure that SLAs are met and that work is flowing according to internal objectives and targets. In addition to core operational metrics, business intelligence is derived from captured data, enabling decision-oriented analytics.
2011 Winner
EMC
Winners Prior to 2011
EMC
IBM Rochester
Symantec (Enterprise)
Netezza (SMB)
Value-Added SupportTM
Presented to a company who successfully demonstrates its commitment and focus on developing and delivering support offerings designed to help customers increase or accelerate the ROI on their product or technology investment or to help the company increase overall product sales.
2011 Winner
Symantec
Winners Prior to 2011
CA (Enterprise)
Cobalt (SMB)
HP Consumer
Oracle
Sun Microsystems