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Support Services


Your Resource for Navigating this Economy

With the current economic conditions, companies are talking about cutting costs... but cutting in the wrong places could have long term negative impacts.

Where do you cut back to reduce costs without compromising productivity or profits? And how do you find places where you can actually grow revenue? TSIA can help you with that.

From data-driven staffing and reducing cost per incident, to leveraging support resources for expansion and cross-selling, and a whole lot more, we’ve got you covered.

There’s no better time than now to be a TSIA support services member!

Top Support Services Challenges

Here’s a look at the top business challenges we’re currently helping our Support Services members across the globe solve:

Top Trends for Self-Service
Support Organizational Structures
Key Performance Indicators (KPIs) for Support Services
Knowledge Management Best Practices
Expand to see more business challenges we can help you solve+
 

TSIA Can Help

Whether your question is, “What is support services?” or you’re part of a mature support organization looking to transform to provide
next-level customer support, TSIA membership is for you.

Experience Our Research

Get a glimpse into our vault of board-ready data insight, thought leadership, and best practices in support services.

TSIA’s Support Services research is backed by over one million data points, and covers topics like self-service trends, support channel mix, best practices for supporting SaaS offerings, CSAT metrics, developing support staff skills, and more.

Webinar
January 24

The State of Field Services 2023

Get the latest TSIA research on field services trends, revenue growth opportunities, and profitable cost-cutting methods.

Webinar
December 07

Incident Lifecycle Management Your Gateway to Achieving Customer Outcomes

Overcome common support challenges related to incident lifecycle management to increase customer satisfaction and value realization.

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What Your Digital Transformation Strategy Could be Missing

Optimize your company’s digital transformation by including product telemetry in your strategy.

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Research Report

Digital Acceleration

This paper on digital acceleration addresses the two waves of digital transformation and examines the DCX transformation process.

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White Papers

On-Premise to Cloud

This report discusses the role of the support organization in transitioning from on-premise to the cloud.

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How to Be an Efficient Support Organization in a Subscriptionbased World

Learn key operational elements necessary for support organizations as they align their journey to achieve the optimal XaaS steady-state end goal.

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Self-Service Drivers that Enable Compelling Digital Customer Experience

No Digital Customer Experience strategy is complete without a robust self-service solution. Yet, TSIA sees many companies who are struggling to . . .

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TSIA Support Services Organizational Structure Survey Results (In-Person Only)

The 2021 Support Organizational Structure Survey identified the investments that are being made in today’s support organizations. We will review the . . .

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Data View

2021 Support Organization Structure

Summary report of the TSIA 2021 Support Organizational Structure Survey.

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Research Report

TSIA Self-Service Best Practices

This report discusses TSIA self-service success and deflection best practices and related foundational KM practices.

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Research Report

TSIA Support Services Benchmarking

This report explains the critical role the TSIA Support Services Benchmark process can play in driving organizational transformation.

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Better Workforce Management to Optimize Cost and Customer Experience for Support

Learn methodologies for resourcing support centers to ensure you have the right amount of support engineers, with the right skills, at the right time.

 
 
 
 

Attend a TSIA Conference

TSIA conferences offer extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:

  • How digital transformation is creating the necessity for increased focus on front-line teams
  • Cross-business unit success: How Support organizations are crossing the business lines
  • Women in Support Services: What programs have been put in place to highlight, support, and advance women working in Support Services?
Vele Galovsky speaking at TSW
 
 

Experience Our Community

Join our community of support services leaders.

 
 
 

Meet Our Support Services Research Executives

This team of expert research executives heads up our support services research practice.

Support Services Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.

Corptax

Lloyd Howlett
VP, Customer & Technology Operations

SAP

Mohammed Ajouz
SVP, Global Head of Product Support

Dell Technologies

Mary Cay Kosten
SVP, Dell Technologies Services Operations

Schneider Electric

Angela Reid
VP of Digital Customer Support & Satisfaction Capabilities

 

TSIA Member Outcomes

Improving first-call resolution rates and increasing CSAT.

See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.