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Best-in-class companies have well-defined plans in the following areas:
A global pandemic clearly creates a crisis, as it impacts the global economy and creates a slowdown in demand for most technology providers. Companies have faced economic slowdowns before and have playbooks for this scenario.
A global pandemic is a unique crisis for three reasons:
COVID-19 is the first global pandemic of this magnitude to occur in the modern age of the technology industry. TSIA member companies are learning the best ways to respond to this new challenge on a daily basis. To accelerate these learnings, TSIA will be maintaining and updating this playbook. The content that appears in this playbook is based on the expertise of TSIA researchers, data TSIA aggregates on the industry response, and TSIA member experiences. If you have any insights you would like to share to improve this guidance, please contact TSIA at email@example.com.
Again, a global pandemic is a unique crisis that will have an uncertain time frame. Working through the crisis, successful technology providers will quickly respond to short-term challenges and position themselves to better serve their customers over the long term. To navigate the crisis effectively, TSIA recommends companies focus on the eight workstreams illustrated in Figure 1 and described below.
Figure 1: Global Pandemic Workstreams
What are the tactics technology solution providers need to employ immediately in response to a global pandemic? Below is a list of activities TSIA recommends companies pursue as part of their immediate response in a global pandemic:
Click here for more in-depth information on corporate communications.
Figure 2: SLA Reassessment
A global pandemic, first and foremost, is a threat to the health of employees and customers. TSIA recommends companies pursue the following activities to protect the health of all stakeholders:
In a global pandemic, the ability to serve customers remotely will be paramount. In March of the 2020 COVID-19 pandemic, TSIA took a poll asking companies the state of their ability to deploy field service technicians on site. The results are in Figure 3.
Figure 3: Ability to Deploy FS Engineers During a Pandemic
TSIA recommends companies pursue establishing the following capabilities related to remote delivery:
For more information on the trends related to extreme remote services, read "Industry Scenario:Extreme Remote Services."
In a global pandemic, the ability to connect with customers and represent a company's value will shift in tone and in operational approach. TSIA recommends companies pursue the following capabilities related to selling and renewing products and services:
For more information on assigning responsibilities for renewal management, read "Who Should Own Renewals?".
Economic visibility will be low, and uncertainty will be high during a global pandemic. Executive teams should identify what indicators they will track to better understand the state of the pandemic and the state of the economy. TSIA recommends companies pursue the following activities regarding visibility indicators:
Marketing campaigns and messaging that was in place before this event may no longer be relevant. TSIA recommends companies pursue the following activities to assess and refresh demand-generation activities:
It is a proven best practice that companies that excel after a crisis do so because they spent time on their business strategy during the crisis. They do not simply focus on the short-term issues related to the crisis. TSIA (and others) recommend leadership teams pursue the following activities related to strategy:
For additional content on refreshing your business strategy in a crisis, read “Recurring versus Transactional Business Models in a Downturn.”
For more information on strategic planning during a crisis, refer to “Navigating Hazy Horizons.”
Top race car drivers return to the pits to optimize their cars during a yellow flag when the track is “on hold.” They do so to increase their chances of winning once the track returns to full power. In much the same way, companies that excel after a difficult economic downturn do so because they spent their time during the downturn wisely and productively. In effect, they optimize their time spent during the “pit stop.” TSIA recommends companies pursue the following activities regarding resource allocation during the crisis:
Click here to download a copy of the latest version of “The Pandemic Playbook for Technology Solutions Providers.”.
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.