SOURCES: TSIA Support Services Benchmark – July 2014© 2014 All rights reserved. Technology Services Industry Association (TSIA)

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Optimizing Your Support Delivery

Customer Satisfaction

TSIA ANALYZED THE TOP SERVICES BUSINESS CHALLENGES THAT SUPPORT SERVICES ORGANIZATIONS ARE FACING:

Customer Satisfaction Metrics

Support Organizational Structures

Support Channel Mix

Key Performance Indicators

How do you compare to industry and Pacesetter trends when it comes to optimizing critical areas of support delivery?

Assisted C-Sat Unassisted C-Sat Sourcing

5.04.54.03.53.02.52.01.51.00.50.0

4.4 4.7

3.54.0

INDU

STRY

PACE

SETT

ER

PACE

SETT

ER

INDU

STRY

Support Incident Channel Mix% Incidents by Channel

Live

Cha

t

Emai

l

Phon

e

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Renewal Rates

MANAGER-to-EMPLOYEE RATIO

Services Gross margin services revenues

Self

-Ser

vice

/W

eb A

ssis

t

Web

Ser

vice

Po

rtal

IN ADDITION, TSIA'S CUSTOMER SUCCESS BENCHMARK IDENTIFIED NEW EMERGING PRACTICES AND KPI’S:

Customer Success budgets

Cost data for key Customer Success roles

Customer Success revenues

pacesetter

98%84%

INDUSTRY pacesetter

89%64%

INDUSTRY pacesetter

59%30%

INDUSTRY

level 1

level 2

level 37

9

11

Where do you stand in terms of customer success?Which one are you?

37%I am a Retainer

Focused on customer renewals

10%I am an Expander

Focused on expanding account revenues

13%I AM None of Thes

categories

40%i AM an adopter

Focused on customer adoption