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There are many benefits to moving from reactive to predictive to proactive support. Integrating data analytics into the business process enables support organizations to predict future behavior and run prescriptive plays, which can lead to cost savings, better operational performance, and more satisfied customers. But how and where do you start on this transformational journey?
In this 2.5-hour virtual summit, you’ll hear from industry experts as they share best practices and guidance on how to move from reactive to predictive to proactive support and ultimately improve customer business outcomes.
Key discussion topics will include:
Sysmex America, Inc. knew they needed to shift their service model to drive faster, more accurate service resolution. To reach those goals, the team needed AI-powered technology and turned to an outside vendor specializing in AI tools for the service industry (instead of building a solution in-house) in order to benefit from a quick time to value. In the session, they'll discuss:
To this end, we focused on how to best maximize customer outcomes and minimize the impact of the pandemic by leveraging various data-related initiatives – such as the use of automated systems and artificial intelligence – that helped customers ensure maximum up time.
In short: the pandemic is pressure testing our service digitalization journey, and makes us turn crisis management into micro management going from reactive to proactive to predictive
Transition to Proactive Global Support:
VP, Support and Field Services Research, TSIA
Publish Date: September 30, 2020
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.