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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 an XaaS solution?” 

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

Download your copy to get insight into the 5 key themes Support should focus on:

1. Rethinking your support business model.
2. Focusing on the key customer outcomes.
3. Improving the digital customer experience with the right channels of engagement.
4. Investing in support channels that your customers prefer to use.
5. Maximizing the use of self-service.

This paper also includes data from TSIA’s Channel Preference Study to help you understand customers' preferred channels, as well as TSIA recommendations to evaluate and improve your XaaS support experience.

Based on TSIA's Support Services benchmark metrics, we truly believe customer experience is the new battleground, and with Support can help you in through its potential to become a key differentiator.

Authored By:

Dave Baca

Director, Support Services Research, TSIA

Publish Date: August 11, 2022

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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