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Investing in analytic-based search technology is one of TSIA’s top recommendations to improve support technician productivity and customer self-service success. However, having spoken with dozens of companies before, during, and after an implementation of intelligent or cognitive search, it is clear that many companies are not doing adequate preparation or resourcing for the project, and as a result, the return on investment may not be as high as anticipated.Based on inquiry conversations, member workshops for support technology and self-service capability assessments, and interviews with TSIA partners, TSIA has identified 10 things that companies should do prior to a search platform implementation to improve time-to-money for project impacts. Companies considering initial or incremental investments in search technology, or companies who have implemented but find their results less than anticipated, should understand the ramifications of each of these 10 recommendations and make sure they are accounted for in their project plans.
Distinguished Vice President, Technology Research, TSIA
Publish Date: May 14, 2021
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
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.