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3 Best Practices for Managing Remote Services Teams

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Today’s Presenters:

John RagsdaleVP Research, Technology and

Social TSIA

Chris O'NealStrategy Manager

Workfront

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3 Best Practices for Managing Remote Services Teams

John Ragsdale

VP Research, Technology and SocialTSIA

Sponsored by

Pacesetters Increasingly Rely on Remote PS Resources

Indu

stry A

vera

geSM

B

Enter

prise

Sof

twar

e

Reven

ue P

ace

Sette

rs

XaaS

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

12.5%14.0%

15.6%17.2%

21.7%

What percent of engagement activity is delivered by remote/virtual/offsite

resources? “The overall proportion of remote resources has been creeping up. I suspect it will increase sharply as more companies shift to XaaS.”

Bo DiMuccio, VP Research, Professional Services

4

Source: TSIA PS Benchmark

@Workfront_Inc

#PROFSERVICES

Poll question:

What is the biggest challenge when managing remote services teams/employees?

Challenge one:

Ineffective communication and collaboration

#PROFSERVICES

Challenge #1: Ineffective Communication and Collaboration

• Only 11% of PS organizations have a formal process to capture “best practices” or “lessons learned” at the end of a project

• Collaboration tools growing in popularity– Real time answers to

questions– Share information and ask

questions of peers and experts

Collaboration0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

70% 68%

Collaboration Tools

AdoptionPlanned Spending 2015-2016

7

Source: TSIA 2015 Global Technology Survey

@Workfront_Inc

In a LinkedIn survey on the "biggest drain" on workplace productivity, 41% cited "unwanted email" and 19% cited unexpected phone calls.

#PROFSERVICES

#PROFSERVICES

Organizations lose around $1,250 per user in annual productivity because of time spent dealing with spam. They lose about $1,800 because of unnecessary emails from co-workers and $2,100 to $4,100 because of poorly written communications.

Communicate and collaborate in the context of your work

#PROFSERVICES

#PROFSERVICES

Challenge two:

No idea how productive your remote teams are

Challenge #2: Low Visibility Into The Productivity Of Your Team

• PS Management must have real-time visibility into project status and team member performance

• Dashboards and reporting increasingly important when managing remote workers

No PSA PSA in Place0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

59%

73%

Utilization Rates:Enterprise Software

12

Source: TSIA PS Benchmark

@Workfront_Inc

#PROFSERVICES

70% of the best-in-class professional services firms have the ability to run reports in real-time in comparison to 46% of all others.—Aberdeen Group

#PROFSERVICES

Establish real-time visibility into all your work processes

#PROFSERVICES

Challenge three:

Difficulty managing the technology

Challenge #3: Difficulty Adopting and Managing The Technology

• Adoption– Provide training and

ongoing coaching– Consider incentives to

encourage adoption– Create dashboards

that monitor usage

• Managing– Identify solutions with

business-user targeted controls 2013 2014 2015

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

3.43.2

3.7

How satisfied are you with your current PSA tool?

16

Source: TSIA 2015 Global Technology Survey

@Workfront_Inc

#PROFSERVICES

Workers spend an average of

2.5 HOURS PER DAY (30% of the workday) searching

for and GATHERING INFORMATION.

#PROFSERVICES

Cloud-basedconsolidated technology

Upcoming Webinars – TSIA.com

User Adoption: Getting Past the Buzz to the Value & TacticsSeptember 10, 2015 - 8:00 AM PT / 11:00 AM ET

5 W’s of an Outcome-Based Service ModelSeptember 10, 2015 - 10:00 AM PT / 1:00 PM ET

Six Unusual Questions Answered: Field Services BenchmarkingSeptember 11, 2015 - 8:00 AM PT / 11:00 AM ET

TSIA Cloud 20: 2015September 17, 2015 - 9:00 AM PT / 12:00 PM ET

September 2015 TSIA Pulse Session – Service Revenue GenerationSeptember 25, 2015 - 8:00 AM PT / 11:00 AM ET

October 2015 TSIA Pulse Session – Managed ServicesOctober 9, 2015 - 8:00 AM PT / 11:00 AM ET

Technology & Services 50 Q3 2015October 29, 2015 - 9:00 AM PT / 12:00 PM ET

19@Workfront_Inc

Thank You. Questions?

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