TSIA's detailed analysis of the industry has identified a top set of field services business challenges that we address through our membership program.
What frameworks can we use to better align our service strategy with the overall company strategy?
How are companies finding new ways to generate/drive revenue through a variety of field service offerings?
How do companies measure field service engineer utilization and what is the current performance level?
What are the processes, technologies, and metrics used to improve customer satisfaction ratings of Field Service engagements?
How do we increase service delivery efficiency by using the Internet of Things?
What are best practices for managing a knowledge base?
What are the latest services KPIs, analytics and service data that companies should be tracking to effectively run their field service and depot repair operations?
How can field service organizations maximize productivity through the expanded use of mobility tools?
How are companies using the Internet of Things to develop value-added service offers that optimize customer processes?
What are best practices in selecting and managing a 3rd party provider for on-site repair, depot repair, and spare parts services?
What are the pacesetter practices to reduce the cost per on-site incident?
What are companies doing to reduce spare parts and logistics expense while ensuring that key SLA's are achieved?
What are the best practices for implementing RMA and Advanced Exchange processes, policies and practices?
How are companies retaining talent and knowledge with an ever-changing workforce?
What are the best practices for upselling to premium maintenance and support tiers?
Vele Galovski is TSIA’s vice president of field services research. He works closely with member companies to deliver research and advisory programs focused on helping them optimize field service delivery and engineer profitable customer outcomes.
Learn more about Vele.
This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.
Global Service Supply Chain
Mary Cay Kosten
SVP, Customer Service
Corporate Director, Services
VP, North America Systems Support Services
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