The State of Support Services 2021

If your company provides remote services to customers to help them stand up and maintain access to your technology, this webinar is for you.

As the technology space continues to be disrupted, the changing business models have a huge impact on Support organizations. Traditional funding models for Support organizations are focused on solving yesterday’s problems, and the funding is insufficient to meet the future demands being placed on Support organizations. The pandemic has only served to accelerate the existing industry trends.

Join Vele Galovski, TSIA’s VP, Support and Field Services Research, as he shares his findings based on TSIA’s benchmark data and discusses which key support service trends and core capabilities your organization needs to embrace to succeed in 2021 and beyond.

Key topics will include:

• An overview of industry trends.
• The top business challenges faced by Support Service organizations.
• Discussion of the strategic imperatives that are driving Support Services organizations:
  • Staying on top of fast changing industry trends.
  • Maximizing support efficiency to scale.
  • Aligning your business model with new demands placed on support.
  • Improving the customer experience, the way the customer wants to be served.
• The introduction of a support services maturity model.