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TSANet hosted a workshop from November 22-23, 2016 at the Kodak facility in Brussels, Belgium. This was the fourth workshop TSANet held in Europe around relevant topics of “Sharing experiences with the implementation of new technologies in Tech Support”. This interactive seminar facilitated by Rainer Zielonka (TSANet) discussed with members of the EMEA Technical Support Focus Group and support leaders from major European technology companies how they are planning to use new technologies to improve the customer experience. 

The workshop addressed the many changes in the technical support business that are disrupting traditional ways of doing business. The participants shared key strategies, innovative success and discussed solutions to efficiently drive strategic and operational business to position their organizations for success in the age of customer centricity.


The following topics were covered:

  • How Software AG Global Support survives the challenges on their path
  • A new support model and importance of collaboration and teamwork
  • Implementation of Mobile Support 
  • Want great results? Create a great workplace!
  • Are traditional KPI’s still valid?
  • TSANet 2020 Strategy  


Testimonials from participants:

Rob Schoon, Director Global Support EMEA, Software AG:

“As I am getting used to, under the great leadership from Rainer Zielonka, this TSANet workshop was yet again very inspiring and motivational for me. I have been to all of them up until now and the quality of topics is always good and the interaction of the participants improves every time. This is partly because we have some consistency in attendance from some participants (among them myself) but it is also because we always have new arrivals and thus new insights. This exactly makes it for me a “must-go-to-event” which I consider my yearly management training.

There is nothing so good and useful to speak to counterparts from competitive companies, realizing they have similar problems and sometimes very good solutions we hadn’t thought about. Keep them coming! “


Trevor Rodriguez ,Vice President Global Support Services EMEA, F5 Networks

“Rainer has been organizing the TSANet European Focus for several years. This highly successful forum of Support industry professionals/leaders meets several times a year for a focused 2 day meeting in which we cover some of the most interesting and relevant topics within the area of Technical Support.  Specific examples of topics we have covered to-date are the use of Support KPIs, how to select a remote support location, and new models of support tiering.  These opportunities to meet and benchmark against similar support departments across various industries are invaluable. Rainer has been the driving force behind this group from its inception and his energy in setting the agenda and facilitating the sessions is greatly appreciated.


The next workshop is planned for Spring 2017 which will focus on interactive work sessions around topics of customer service excellence and best practices on tech support delivery models, KPI’s, self-service and future infrastructure requirements . If you are interested in participating, please contact the chairman of the EMEA tech support focus group Rainer Zielonka at rainer@tsanet.org