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If your company has equipment on customer premise that you service, TSIA’s Field Services research practice is for you.
We work directly with organizations to help them optimize and evolve their field service business model.
With the most comprehensive field services benchmark in the industry, TSIA can identify performance gaps and, more importantly, provide recommendations to you and your team on how to close those gaps with proven industry best practices.
How are companies finding new ways to generate/drive revenue through a variety of field service offerings?
How are companies using the Internet of Things to develop value-added service offers that optimize customer processes?
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 latest services KPIs, analytics and service data that companies should be tracking to effectively run their field service and depot repair operations?
What frameworks can we use to better align our service strategy with the overall company strategy?
How do companies measure field service engineer utilization and what is the current performance level?
How can field service organizations maximize productivity through the expanded use of mobility tools?
What are the processes, technologies, and metrics used to improve customer satisfaction ratings of Field Service engagements?
How are companies retaining talent and knowledge with an ever-changing workforce?
What are the best practices for implementing RMA and Advanced Exchange processes, policies and practices?
How do we increase service delivery efficiency by using the Internet of Things?
What are the best practices for upselling to premium maintenance and support tiers?
What are best practices for managing a knowledge base?
What are best practices in selecting and managing a 3rd party provider for on-site repair, depot repair, and spare parts services?
Digital technologies are disrupting traditional business models, and TSIA can help you increase your services revenue stream, reduce costs, and mitigate strategic risks, while you manage the transformation.
TSIA’s Field Services research is backed by over one million data points, and covers topics like digital transformation and IoT, monetizing services, managing talent, increasing install base under contract, pursuing technology-as-a-service offers, and more.
Enabling the Journey from Reactive to Predictive to Proactive Support
Learn best practices from industry experts on how to move from reactive to predictive to proactive support and improve customer business outcomes.
The Layers of Customer Loyalty
Join TSIA’s team of support services research executives as they share benchmark data to provide insights on the three layers of customer loyalty.
The State of Support Services: 2020
This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2020.
The Future of Field Services The Impact of COVID 19
Get insight into the future of OEM business models, the role of remote services, workforce management, and key capabilities to succeed post-pandemic.
Slides | Successfully Partnering with 3rd Parties in Field Services
Discover outsourcing models, performance metrics, operational best practices, and much more.
Slides | Reactive and Predictive and Prescriptive Support Oh My!
Making the move from Reactive to Predictive to Proactive / Prescriptive Support for all support organizations.
Successfully Partnering with 3rd Parties in Field Services 1
We'll set the record straight on field service metrics, best practices, and more.
Reactive and Predictive and Prescriptive Support Oh My
Learn the benefits of moving from Reactive to Predictive to Proactive / Prescriptive Support in support organizations.
Impact of COVID-19 on OEM Field Service Organizations
This report looks at the impact of COVID-19 on OEM field service organizations.
The State of Field Services 2020
Watch this 45-minute on-demand webinar to get insight into how COVID-19 is impacting OEM field service organizations.
The State of Support Services 2020
Learn which support services trends are driving growth and transformation this year and find out which capabilities will be necessary for success.
The State of Field Services: 2020
This report discusses key marketplace trends and critical capabilities that field services organizations must acquire to ensure success in 2020.
TSIA conferences offer extensive insight and actionable takeaways for those in the field services community. You’ll find sessions focused on:
Vele Galovski is the vice president of support and field services research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize customer support and 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.
VP, Global Service Supply Chain
Mary Cay Kosten
SVP, Customer Service
SVP, Field Service & Support
SVP, Global Service
See the impact TSIA is making on the tech industry by helping field services organizations improve their performance.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.