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Current & Past STAR Award Winners

Click on a category to view past winners of each STAR Award.

Best Practices in Knowledge Management

This award recognizes the company that has best leveraged knowledge management people, processes and technology to improve operational performance, service levels, or the overall customer experience.

2015 Winner

Cisco Systems, Inc.

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Best Practices in Service Offer Development

This award recognizes the company that has demonstrated best practices in its portfolio of service offers.

2015 Winner

Dell

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Best Practices in the Delivery of Customer Success & Support

This award recognizes the company that has embraced best practices in people, process and technology to increase agent productivity, service levels or customer satisfaction; increase problem avoidance; or effectively handle more interactions using unassisted channels.

2015 Winner, Enterprise Level

Avaya

2015 Winner, SMB Level

SeaChange, International

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Best Practices in the Delivery of Field Service

This award recognizes the company that has most clearly and effectively delivered breakthrough results and established best practices in the improvement of Customer, Employee, and / or Financial performance metrics within field services.

2015 Winner

EMC

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Complex Application Support

This category recognizes support organizations that deliver sophisticated technical and field support for complex applications in mixed or otherwise complex environments. An applicant in this category is typically identified as having senior-level technical support representatives with advanced degrees. These reps interface with senior-level customers typically in engineering and/or scientific fields. For software companies, these typically would be product design application implementations, or complex medical or process monitoring/automation offerings. For hardware companies, these typically would be measurement and monitoring equipment, or complex medical diagnostic equipment.

2011 Winner

Digital Hands

Winners Prior to 2011

Aspen Technology
Cadre Technologies
EMC (Enterprise)
GeoQuest
Mentor Graphics
Netezza (SMB)
Oracle
RSA Security
SAP
SAS Institute
Software AG
Synopsys
Tektronix

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Continual Improvement

Presented to a company that has demonstrated exceptional service levels and customer satisfaction for three or more years, with year-over-year improvements and a plan in place for continual improvement in the future.

2011 Winner

McAfee

Winners Prior to 2011

Aruba Networks
Avaya
IBM
IBM System X, Blade Center &
Installation (xBCI) Client Support

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Customer Commitment

Presented to a company who successfully demonstrates organizational commitment, alignment, and focus around gathering and responding to customer feedback, issues, and requests, including using voice-of-the-customer (VOC) input to improve support operations and offerings.

2012 Winner

Oracle

Winners Prior to 2012

Avaya
Cisco
Cisco-Linksys
Intuit
Symantec
Digital Hands (SMB)

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Education Services Excellence in Enabling Customer Success

The TSIA STAR Award for Education Services Excellence in Enabling Customer Success is meant to recognize ES organizations for a demonstrated organizational commitment to and record of achievement in enabling customer success. Successful candidates should not only be able to demonstrate strong culture and process, but also clear benefit to the ES organization, or to the company, as a result of excellence in enabling customer success.

2012 Winner

Tellabs

Winners Prior to 2012

EMC

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Emerging Business Support

Applicants in this category provide technical support within emerging businesses (defined as companies with under $250M in total annual revenue) for which exemplary customer support is important for company growth and typically is provided with constrained resources. Applicants should demonstrate how their support effectively maintains their customers’ satisfaction and loyalty, and helps drive new business. For software companies, these typically would be application implementations or core systems infrastructure offerings. For hardware companies, these typically would be servers, network components, etc.

2010 Winner

SuccessFactors

Winners Prior to 2010

Approva
Taleo

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Enabling Customer Success (PS)

The TSIA Technology Professional Services Star Award for Excellence in Enabling Customer Success is meant to recognize PS organizations for a demonstrated organizational commitment to and record of achievement in enabling customer success. Successful candidates should not only be able to demonstrate strong culture and process, but also clear benefit to the PS organization or to the company as a result of excellence in enabling customer success.

2012 Winners

EMC and NICE Systems

Winners Prior to 2012

EMC
Xerox

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Excellence in Remote Diagnostics for Hardware Service

Technology service providers deploy remote diagnostics to remotely monitor the health of installed equipment, analyze equipment performance data, predict and analyze equipment failure, and trigger preventive spare parts and onsite repair events. The winner of this award is the company that most convincingly demonstrates overall excellence in the deployment of remote monitoring and embedded diagnostics for hardware service.

2011 Winner

Avaya

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Field Services Excellence in Service Spare Parts Management

Service spare parts management is the science of ensuring that the right spare part is available at the right place and at the right time. Companies with world-class spare parts management strategies are also successful in balancing the sometimes competing demands of customer satisfaction and cost (inventory) reduction. The winner of this award is the company that most convincingly demonstrates overall excellence in the management of service spare parts.

2012 Winner

HP

Winners Prior to 2012

Philips Healthcare

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Innovation in the Application of Social Media for Technology Services

This award recognizes the company that has advanced the effectiveness or efficiency of its services organization through innovation in the application of social media*.

2012 Winner

Cisco

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Innovation in Closing the Consumption Gap

This award recognizes the company that has innovated in finding ways to close the consumption gap in the use of its products, whether on-premise or cloud-based, thereby delivering higher levels of business value to its customers.

2012 Winner

Cisco

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Innovation in Customer Commitment

This award recognizes innovation in gathering, analyzing, and responding to customer feedback, issues and requests, including using Voice of the Customer (VOC) input to improve support operations and offerings.

2014 Winner

EMC Corporation

Winner Prior to 2014

EMC Corporation

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Innovation in the Delivery of Field Services

This award recognizes the company that has most clearly and effectively embraced innovation or undertaken a specific, innovative initiative to improve productivity, SLA adherence, cost efficiencies, customer satisfaction, revenue generation or other measures of field services business success.

2014 Winner

Cisco Systems

Winner Prior to 2014

HP PPS Managed Services

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Innovation in the Delivery of Managed Services

This award is presented to the company that has most effectively undertaken a specific, innovative initiative to increase scalability and productivity, contract performance, or other measure of managed services business success through predictive and preventive methodologies.

2014 Winner

Avaya

Winner Prior to 2014

Digital Hands

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Innovation in the Delivery of Professional Services

This award is presented to the company that has most effectively undertaken a specific, innovative initiative to increase consultant productivity, project performance, customer satisfaction or other measure of professional services business success.

2014 Winner

SAP

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Innovation in the Delivery of Support Services

This award recognizes the company that has embraced innovation in people, process and technology to increase agent productivity, service levels or customer satisfaction; increase problem avoidance; or effectively handle more interactions using unassisted channels.

2014 Winner

Palo Alto Networks

Winner Prior to 2014

Oracle

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Innovation in Education Services

The TSIA Education Services STAR Award for Innovation in Education Services is meant to recognize ES organizations which have most clearly and effectively embraced innovation, or undertaken a specific, innovative initiative to increase productivity, enhance instructor and/or content developer performance, satisfy customer needs, or otherwise improve other measures of ES business success.

2011 Winner

PTC

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Innovation in Enabling Customer Success

This award recognizes the company that has innovated in finding ways to close the consumption gap in the use of its products, whether on-premise or cloud-based, thereby delivering higher levels of business value to its customers.

2012 Winner

EMC

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Innovation in Enabling Customer Success—Education Services

This award recognizes the company that demonstrates the most innovative approach, through education services, to assisting customers in realizing the maximum business value from the use of its products.

2014 Winner

SAP AG

Winner Prior to 2014

Cisco Systems Inc.

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Innovation in Enabling Customer Success—Professional Services

This award recognizes the company that demonstrates the most innovative approach, through professional services, to assisting customers in realizing the maximum business value from the use of its products.

2014 Winner

Cisco Systems Inc.

Winner Prior to 2014

Nice Systems

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Innovation in Enabling Customer Success—Service Revenue Generation

This award recognizes the company that demonstrates the most innovative approach, through service revenue generation, to assisting customers in realizing the maximum business value from the use of its products.

2014 Winner

Avaya

Winner Prior to 2014

Salesforce

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Innovation in Enabling Customer Success—Support Services

This award recognizes the company that demonstrates the most innovative approach, through support services, to assisting customers in realizing the maximum business value from the use of its products.

2014 Winner

Juniper Networks

Winner Prior to 2014

Cisco Systems Inc.

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Innovation in Enabling Customer Outcomes—Customer Success & Support

This award recognizes the company that demonstrates the most innovative approach, through customer success and support services, to assisting customers in realizing the maximum business value from the use of its products.

2015 Winner, Enterprise Level

Informatica

2015 Winner, SMB Level

Rapid7

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Innovation in Enabling Customer Outcomes—Education Services

This award recognizes the company that demonstrates the most innovative approach, via education services, to assisting customers in realizing the maximum business value from the use of its products.

2015 Winner

Dell

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Innovation in Leveraging Analytics for Service Excellence

This award recognizes the company that has best leveraged analytics to improve operational performance, service levels, or the customer experience. The analytics project should have been done internally, and may or may not have been embedded into products sold to customers.

2015 Winner

EMC

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Innovation in Leveraging Technology for Service Excellence

This award recognizes the company that has best leveraged technology to improve operational performance, service levels, or the customer experience. The technology should be used internally, not a tool or product sold to customers.

2015 Winner

Dell

Winners Prior to 2015

Avaya
EMC Corporation

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Innovation in Marketing Value-Added Services

The need for technology companies to evolve and innovate around their services business is now broadly accepted amongst service leaders in our industry. Services marketers have a key role to play in supporting the shift to a consumption-oriented, value-added service model. This award is presented to the company that has most clearly and effectively innovated in repositioning its services portfolio to address customer adoption of its products and in marketing value-added services.

2011 Winner

Philips Healthcare

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Innovation in Product Supportability

This award recognizes the company that most convincingly demonstrates innovation in product supportability through the deployment of remote monitoring, embedded diagnostics, and “self-healing” functionality.

2012 Winner

EMC

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Innovation in Professional Services

This award is presented to the professional services (PS) organization that has most clearly and effectively embraced innovation, or undertaken a specific, innovative initiative to increase consultant productivity, project performance, customer satisfaction or other measure of PS business success.

2012 Winner

EMC

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Innovation in Service by an SMB

This award recognizes the company whose exemplary service has effectively maintained or improved customer satisfaction or loyalty, or helped drive new business.

2013 Winner

PROS Inc.

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Innovation in Service Offer Development

This award recognizes the company that has demonstrated the most innovation in its portfolio of service offers.

2014 Winner

ORACLE

Winner Prior to 2014

McAfee Inc.

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Innovative Support

Presented to a company who has embraced innovation in people, process, and technology to increase agent productivity, service levels, and customer satisfaction, increase problem avoidance, and effectively handle more interactions using unassisted channels.

2011 Winner

Cisco Systems

Winners Prior to 2011

CA
HP
Microsoft Business Solutions
Oracle
Televista
Trend Micro
Xerox

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Knowledge Management Practices

Presented to a company whose knowledge management strategy includes repeatable, effective processes for capturing, publishing, and maintaining content in order to solve customer problems in a consistent and efficient manner.

2012 Winner

HP

Winners Prior to 2012

Avaya
McAfee
NetApp
Oracle
VMware

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Mission-Critical Support – Hardware/Software

Applicants in this category provide support in mission-critical environments where system uptime is imperative, typically for enterprise customers. Support from these organizations is a critical part of keeping customers “up and running” 24/7. Applicants should demonstrate how their technical or field support effectively maintains their customers’ mission-critical systems in continuous operation.

For software companies, these typically would be large ERP/CRM application implementations, or core systems infrastructure offerings. For hardware companies, these typically would be servers, network components, etc.

2011 Winners

Avaya (Enterprise Software)
Oracle (Enterprise Hardware)

Winners Prior to 2011

Avaya (Enterprise Software)
Compaq – GCSC Asia Pacific
Dell
Dell Enterprise Services
EMC
Invensys-Wonderware (SMB Software)
Juniper Networks
Juniper Networks (Enterprise Hardware)
Oracle
S.W.I.F.T.
SAP
Symantec (Enterprise Software)
Xerox (Enterprise Hardware)

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Online Support

Recognition for a company who is leveraging Web-based technologies and knowledge management processes to provide an effective Web self-service experience for their customers, including raising awareness and driving customer adoption of online support, personalizing the experience, using customer feedback for improvement, and measuring customer success through usage metrics for ongoing improvement.

2012 Winner

Cisco Systems

Winners Prior to 2012

Aspen Technology
Cisco Systems
Symantec

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Overall Operational Excellence in Technology Professional Services

The TSIA Star Award for Overall Operation Excellence in Technology Professional Services is meant to recognize PS organizations for achieving exceptional organization maturity across all or most areas or functions of the PS business. This award does not establish arbitrary criteria on things like operating margin, but rather will look for PS organizations that function and perform in ways that most effectively execute against their particular charters and roles within the company.

2011 Winner

EMC

Winners Prior to 2011

PTC

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Overall Operational Excellence in Education Services

The TSIA Star Award for Overall Operational Excellence in Education Services is meant to recognize ES organizations for achieving exceptional organizational maturity across all, or most areas/ functions of the ES business. This award does not establish arbitrary criteria on things like operating margin, but rather will look for ES organizations that function and perform in ways that most effectively execute against their particular charters and roles within the company.

2011 Winner

EMC

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Overall Excellence in Field Service Delivery

Applicants in this category provide on-site support to customers with hardware or a combination of hardware and software installations at their facilities. Support to these customers is delivered using a team of field service technicians, who are often supported by a technical support organization, dispatchers, spare parts personnel, maintenance contract and warranty administrators, engineering, and other relevant support staff. Equipment uptime at the supported customers is frequently critical and may often involve the health and safety of patients or personnel. In many cases field technical support may be required on a 24/7 basis.

Applicants should demonstrate how their field technical service organization effectively responds to and/or maintains their customers’ equipment in excellent working condition and continuous operation.

2011 Winner

EMC

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Partner Management

Many companies outsource service delivery to qualified partners, including outsourcers and channel partners, to reduce costs and extend or augment their own direct service delivery operations. This award is presented to a company who excels at leveraging third-party providers for the delivery of service and support. This could apply to onshore or offshore outsourced partners or a combination therein. In all cases, partners must be composed of indirect company employees.

2011 Winner

Cisco Systems

Winners Prior to 2011

Cisco Systems
HP
SAP
Symantec

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Service Delivery Optimization

Presented to a company who has successfully improved its support delivery operations through the use of outsourcing, consistent global processes, service technology development or deployment, and/or a quality improvement methodology such as Six Sigma, ISO 9000 to optimize and improve efficiency.

2012 Winner

Cisco Systems

Winners Prior to 2012

Avaya (Enterprise)
Cisco Systems
HP Consumer
Riverbed Technology (SMB)
Sun Microsystems
Xerox

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Small Company Excellence in Support Services

Applicants in this category provide technical support within small businesses (defined as companies with under $250M in annual revenue) for which exemplary customer support is important for company growth and is typically provided with constrained resources. Applicants should demonstrate how their technical support effectively maintains their customers’ satisfaction and loyalty, and helps drive new business. For software companies, these typically would be application implementations or core systems infrastructure offerings. For hardware companies, these typically would be servers, network components, etc.

2011 Winner

Corptax

Winners Prior to 2011

Approva
Corptax
Riverbed Technology

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Use of Metrics & Business Intelligence

Presented to a company whose metrics and benchmarking program gathers data on all aspects of the operation to ensure that SLAs are met and that work is flowing according to internal objectives and targets. In addition to core operational metrics, business intelligence is derived from captured data, enabling decision-oriented analytics.

2012 Winner

EMC

Winners Prior to 2012

EMC
IBM Rochester
Symantec (Enterprise)
Netezza (SMB)

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Value-Added SupportTM

Presented to a company who successfully demonstrates its commitment and focus on developing and delivering support offerings designed to help customers increase or accelerate the ROI on their product or technology investment or to help the company increase overall product sales.

2011 Winner

Symantec

Winners Prior to 2011

CA (Enterprise)
Cobalt (SMB)
HP Consumer
Oracle
Sun Microsystems

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