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Modern Support at Scale

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March 21, 2025

1:00 PM EST / 10:00AM PST

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October 10, 2025

Overview

Challenges

Serve customers across on-prem, hybrid, and multi-cloud environments while ensuring consistency, performance, and uptime. Link availability, optimization, and performance directly to customer outcomes and renewals to show measurable business impact. Leverage AI to boost speed, accuracy, and self-service while preserving human expertise and customer trust.

Summary

The podcast discusses the complexities and strategies involved in supporting a diverse customer base with various deployment models, including on-premise and cloud. The conversation emphasizes the importance of integrating support functions, enhancing customer value through proactive engagement, and leveraging AI to optimize service delivery. The insights shed light on achieving customer loyalty and operational efficiency in a rapidly evolving tech landscape.

Key takeaways

Complex Customer Support Needs:

Addressing the demands of a varied installation base requires nuanced support strategies to manage different customer environments effectively.

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Integrating Support Functions:

Collaboration across departments, including product and support, is essential to deliver a seamless customer experience.

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Articulating Support Value:

Demonstrating the value of support to customers is critical for renewal conversations, focusing on availability, performance, and continuous improvement.

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Harnessing AI for Efficiency:

Utilizing AI to enhance case management, automate troubleshooting, and predict support needs is vital for streamlining operations.

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Structured Problem-Solving Methodology:

Establishing a robust problem-solving framework encourages knowledge sharing and improves response times, fostering a culture of continuous improvement within support teams.

Podcast speakers

Thomas Lah

Executive Director and Executive VP, TSIA

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