FIELD SERVICES RESEARCH TOPICS
The TSIA Research team is committed to maintaining content on a list of topics that are important to our Field Services members. Here are the Field Services topics that TSIA is pursuing in 2012:
|
TOPIC |
DESCRIPTION |
|
Analytics Everywhere |
A key concept in Consumption Economics is leveraging analytic platforms to mine customer data and interactions for business insight. |
|
Benchmarking Technology Services |
Development of general concepts and unique TSIA approach to benchmarking technology services. Emphasis on the practice business application of benchmarking. |
|
Consumption Analytics |
The discipline of analyzing actual customer usage data to create new service offerings and sales opportunities. |
|
Converging Service Resources |
Tactics to leverage resources across traditional service lines to optimize cost structures and scalability. |
|
Customer Management Technology |
Tools for customer management, including incident or case tracking and customer relationship management (CRM) software. |
|
Customer Satisfaction |
Establishing customer sat process. Optimizing customer sat process. |
|
Customer Satisfaction/Enterprise Feedback Management |
Customer satisfaction and loyalty tracking, sometimes part of a larger Enterprise Feedback Management program. |
|
Enterprise Knowledge/Content Management |
Tools and processes for capturing, sharing, and retrieving tacit and problem-resolution data. |
|
Enterprise/Intelligent Search |
Search technology that leverages linguistic analysis to better understand customer questions, and the ability to reach content stored in any system to retrieve results. |
|
Field Service KPIs |
KPIs for managing a field service business. |
|
Field Service Parts and Logistics |
Tools to manage spare parts for field service operations, including logistics systems and returned merchandise authorization (RMA) tracking. |
|
Field Service Scheduling/Dispatch |
Tools to identify the best resource for a field service appointment and provide routing assistance using GPS and real-time traffic updates. |
|
Managing Remote Employees |
How to make sure remote employees are trained, engaged, etc. |
|
Mobile and Video in Service |
New technology and processes enabled by new mobile and video capabilities offer dramatic improvements to productivity and operational costs. |
|
Multichannel Service and Self-Service |
Moving customer traffic away from more expensive and less effective channels toward channels with higher sat scores and lower cost, typically migrating phone and e-mail traffic toward chat and the online community. |
|
New Major Markets |
Delivering services in new major markets such as India, China, and Brazil. |
|
Online Communities/Discussion Forums |
Online communities for customers and employees. |
|
Organizational Design |
How service organizations are structured. |
|
Proactive Support/Intelligent Diagnostics |
Technology used to analyze customer environments to identify failing components or to predict when outages will occur to allow preventive action. |
|
Revenue Recognition |
Changes in revenue recognition rules. |
|
Service Business Model |
Tracking and benchmarking margins and investment levels for a service line. |
|
Service Level Agreements |
Standards for SLAs. |
|
Service Revenue Generation |
Attaching services. Minimizing discounting. |
|
The Changing VAR Business Model |
How cloud consumption models will impact the business model of service delivery partners and value-added resellers. How OEMs are helping their partners adjust to these new business models. |
|
Vertical Go-to-Market |
Restructuring the company to take products and services to market by vertical industry. |
Click here to read more about TSIA’s 2012 Research Agenda and the industry trends that are impacting technology services.