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Published byBrittanyin Industryon Tue, 03/01/2016 - 11:26

For years companies assumed that the default to accelerate their support process was to create a formalized Cooperative Support Agreement (CSA) between two or more companies. Such agreements enhance the customer service experience by enabling a fully coordinated approach from technical support personnel of both companies. However the downside can be the time for creation and implementation of these agreements which can run into weeks and even months.

Published byBrittanyin Industryon Thu, 09/11/2014 - 09:55

TSANet provides members with the relationship and legal framework necessary to resolve multi vendor technical support issues for their customers. As part of the new member driven strategy, TSANet has release several new features that enhance how members collaborate and provide support in multi vendor environments.

Published byBrittanyin Industryon Tue, 01/28/2014 - 09:36

For many of the world’s leading technology companies multi vendor support is a critical part of providing world class technical support. As we enter into 2014 what trends will we see in multi vendor support? In this blog we take a look at the top 3 trends that are driving the future direction of multi vendor support.

Published byPaul Eschin Industryon Tue, 09/24/2013 - 14:39

TSANet would like to thank the session speakers for making the event a success! Feedback from members was very positive and reflected the quality of information each session provided.

strategy
Published byPaul Eschin Industryon Thu, 05/02/2013 - 12:25

With any organization it is important to have a clear strategy that defines goals and targets for the organization.  For the support organization common areas such as customer satisfaction, operational efficiency and support revenue can easily be

Published byPaul Eschin Industryon Thu, 04/11/2013 - 10:40

Most support organizations understand the importance of knowledge management and the positive impact it has on cost and customer satisfaction. A successful knowledge management initiative is the foundation for both self-help and assisted help improvements. Below are some best practices that can help you get started in the right direction.

Published byPaul Eschin Industryon Tue, 03/19/2013 - 06:13

TSANet celebrates 20 years of business in 2013. As part of a series of anniversary events we were sponsors of TSE Europe. 150 service executives from 22 countries gathered in Munich Germany last week to discuss the industry’s hottest topics.

Remote support
Published byPaul Eschin Industryon Thu, 02/28/2013 - 14:23

In an effort to improve customer satisfaction and reduce costs companies have turned to remote support solutions to support customers and products.    These solutions have matured and the latest trends shows that companies continue to invest in th

Training Plans
Published byPaul Eschin Industryon Tue, 02/19/2013 - 09:23

It is hard to find anyone who would argue against the statement “Your staff is your most valuable asset”.    In order to support this statement support organizations must have a structured approach to developing their engineers.   

ITIL
Published byPaul Eschin Industryon Thu, 01/31/2013 - 13:21

As support evolves, organizations look to implement standards and best practices in the escalations process. Leveraging the IT industry ITIL service management framework provides some ideas.

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