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Conference Presentation

Support Organizational Structures: Collaboration in the Knowledge Era

This report is for Support Services members only

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The status quo of a multi-level support organization has continued to lead to high customer effort and high employee effort. This session will explore the capabilities required to accelerate the support transformation from tiered to collaboration. Improving metrics such as employee satisfaction, employee attrition, contract renewal rates and support gross margin are just a few of the benefits 23% of members have experienced adopting to a single tier collaborative support model. 33% have reduced to two tiers and 44% still have 3 or more tiers of support.
This business challenge accelerator session will bring industry leaders together in a collaborative session to identify practices, technology, and skills for a more efficient service delivery model.

Working sessions on a specific business challenge. Attendees will be broken up into smaller teams to brainstorm on the challenge, which will then be shared with the entire group. To ensure the best collaborative experience, space is limited. You must sign up in advance and watch pre-recorded content to prepare for the session.

Tracks: Business Challenge Accelerator, Support Services

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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