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SOURCES: TSIA Support Services Benchmark – July 2014© 2014 All rights reserved. Technology Services Industry Association (TSIA)
www.tsia.com/css
@TSIACOMMUNITY | #TSIA
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