In order to provide complete functionality, this web site needs your explicit consent to store browser cookies. If you don't allow cookies, you may not be able to use certain features of the web site including but not limited to: log in, buy products, see personalized content, switch between site cultures. It is recommended that you allow all cookies.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Conference Presentation

From Tier-Based Support Offers to a Globally Harmonized Service Portfolio

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

5 years ago the Services Marketing team at SWIFT, the global provider of secure financial messaging services, embarked on a journey to build the Services narrative and incorporate its value proposition within the overall company's strategy. A big part of this journey included streamlining the services portfolio and to break silos between support, consulting and training portfolios and the respective teams in charge of the delivery. It has been a challenging undertaking bringing multiple stakeholders along this journey and showing value both to internal decision makers and customer alike.  During this session we will zoom in on our most recent case study: the transformation of one of our oldest service portfolios, from conventional tier-based support model and proliferated regional field services to a modular and globally aligned offering. The modular approach with add-on services allows for the flexibility and pricing transparency our global market requires. Globally standardised packages help ensure efficiency at scale, including streamlined end-to-end processes, minimal costs and reduced risks. This means that more customers will benefit from advanced services at a lower price.   As part of the session, we will describe our journey as well as some key lessons learned.  

Presented By:

Dana Brants

Head Services Marketing, SWIFT

Publish Date: May 8, 2019

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

Experience Our Community

Our thriving community of 35,000 services leaders rely on TSIA insights every day.