Conference Presentation

Using Benchmark on the Road to Service Excellence

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Our service organizations and processes are deeply impacted by the fundamental transformations enabled by new technology and business models – mobility, social, big and small data, internet of things, among others. These changes provide unique opportunities to re-invent our customer interactions but also pose challenges in driving towards service excellence. On the road to service excellence in a B4B world, benchmarking within and outside our service industry is a critical tool for success.

During this session, we will review how benchmarking is being used to:

  • Develop new differentiated service offerings to drive penetration. 
  • Raise the bar on Customer Delight. 
  • Establish a consumption analytics framework in health care services. 
  • Back-to-basics service delivery organization (density, coverage, flexible workforce…).


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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