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Conference Presentation

Operational Efficiency = Customer Satisfaction

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Organizations that focus on improving operational efficiency often approach the topic with just the cost perspective in mind. Their focus is on driving down costs per project, decreasing time to resolve phone support cases, deflecting cases to a self-service portal, and pushing field engineers to close more cases each day. But the reality is that a holistic view of improving the efficiency of operations looks at all operational processes--entitlement, technology barriers, training effectiveness, the quality of knowledge articles for staff and customers, support's input on new products before they are released, etc. Using a holistic approach gets below the surface of the costs and gets deep into the efficiency of your operations. A holistic approach to driving operational efficiency is enhanced when you have access to well-defined best practices in the technology industry.
TSIA has developed a deep library of best practices that are available in a variety of forms. Whether you have a widely dispersed PS or a centralized support organization, you may want to hear how other members have leveraged TSIA's comprehensive diagnostic motion to identify areas of differentiated strength as well as those causing inefficiency. Large and small domestic and/or global operations can be hard to get your arms around and will often benefit from a multi-site, third-party inspection where processes, teams, and results are closely examined to identify hidden opportunities. If you are a smaller organization you may be interested in the self-service option, providing you access to the written practices supplemented with remote access to experts. Irrespective of the flavor you chose, adherence to TSIA's industry best practices are proven ingredients for delivering cost optimization, margin improvement, customer satisfaction increases, and top-line revenue growth.
Come to this session and you'll learn how the practices others are using are impacting their targeted performance metrics.


Presented By:

Tom Pridham


Nassima Brahimi

Global Support Services and InTouch Manager, Schlumberger Information Solution

Madan Gadde

Senior Vice President Professional & Education Services, Genesys

Publish Date: May 5, 2014

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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