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Research Report

On-Premise to Cloud

One of the questions we are commonly asked by TSIA members is, “How does support differ for an on-premise versus a XaaS solution?” 

Because the topic is so popular within our member community, we decided to publish this white paper, which includes some of the data around XaaS support from our Support Services Benchmark Survey.  

Download your copy to get insight into 5 key themes Support should focus on to become a key differentiator in the XaaS world:
  1. Reduce customer effort
  2. Provide relevant, personalized and proactive support
  3. Adoption/consumption monitoring
  4. Channels of engagement‚Äč
  5. Self-service 2.0
You have likely heard the saying that “enterprise support is enterprise support” regardless of the delivery method (XaaS versus on-premise). In the past, many organizations set out to create separate functions, processes, teams, and even entirely separate organizations to support XaaS solutions.

This approach has been declining as support organizations realize this is not cost-effective nor is it beneficial to customers, employees, or the business. We believe the practices, tools, and capabilities being established for XaaS support could and should be applied to the entire support solution being provided to customers, no matter if it is on-premise, XaaS, or hybrid.

Based on TSIA's Support Services benchmark metrics, we truly believe customer experience is the new battleground, and Support will become part of that competitive battle with the opportunity to become a key differentiator.

Authored By:

Judith Platz

Vice President, Support Services Research, TSIA

Dave Baca

Director, Support Services Research, TSIA

Publish Date: January 29, 2020

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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