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Research Report

Service Delivery Channel Optimization

This report is for Field Services members only

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Doing more with less is a relentless task master for service delivery organizations everywhere. Shifting work from high-cost on-site incidents to lower-cost assisted and unassisted support channels can reduce the total cost to serve customers. In this paper, we introduce the TSIA Service Delivery Channel Optimization Framework that illustrates a holistic view of the task at hand, including:

  • Cost per Incident Productivity
  • Service Channel Optimization
  • Depot Repair
  • Returns Cycle Time
The development of strategies and tactics is illustrated through a practical example of how a representative member utilized the framework to reduce their total service delivery costs. A list of potential tactics are identified noting existing TSIA research where members can find additional information to support their business transformation efforts.


Authored By:

Vele Galovski

VP Research, Field Services, TSIA

Publish Date: April 17, 2016

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