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Conference Presentation

Designing and Delivering a Scalable SaaS Support Model

This report is for Support Services members only

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Even companies born in the cloud must continuously refine support practices for servicing their customers. Whether a cloud native or making the transition to a SaaS model, gaining additional perspectives on ways to use new technologies, such as artificial intelligence (AI) and machine learning (ML), is vital.
Join Dean Robison, SVP of Global Technical Support at ServiceNow, as he shares best practices used at ServiceNow. The company has enjoyed annual cloud instance growth of 130% on average. Cases have grown annually by 18%. The difference between the two rates was by design, not by accident.
This business challenge accelerator session will examine:

  • What practices should be considered table stakes
  • Why a consumer-grade mobile experience is important for B2B
  • How an organizational model can enable faster resolution
  • Why proactively addressing customer issues saves time for everyone
  • How AI and ML can be used for predictive support

Tracks: Support Services, Technology Solution Session

Presented By:

Publish Date: December 10, 2020

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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