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Conference Presentation

Funding the Transformation: Strategies and Tactics that Reduce the Total Cost to Serve

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To enable the requisite investments in new capabilities and structures for profitable XaaS, organizations have to supercharge their productivity efforts to fund the transformation. Shifting work from high-cost, on-site incidents to lower-cost, assisted and unassisted support channels reduces the total cost to serve customers. In this power hour, we provide a holistic view of the task at hand, including: 

  • Cost per Incident
  • Productivity Service Channel Optimization
  • Depot Repair Returns Cycle Time
A business transformation case study is presented that incorporates these strategies and tactics to reduce total service delivery costs that can be used to fund the transformation.


Presented By:

Vele Galovski

VP Research, Field Services, TSIA

Publish Date: October 17, 2016

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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