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TSANet Users

Data Analyzation, Source: Freedigitalphotos.net Image search business. <p>Image courtesy of [image creator name] / <a href="http://www.freedigitalphotos.net" target="_blank">FreeDigitalPhotos.net</a></p>
Published byDennis Smeltzerin Industryon Mon, 12/17/2012 - 11:47

To eliminate the source of a problem, your company needs to know where it originates. To truly understand the origin, you need to truly understand how customers are using your products or services. Kind of like a dream within a dream, but as business professionals know, this is all too real.

The State of Maintenance & Support Contract Revenues, source: http://www.tsia.com/pages/web/srg/state-of-maintenance-and-support-contract-revenues.html.com
Published byDennis Smeltzerin Industryon Thu, 12/06/2012 - 15:27

TSIA recently shared the findings from the TSIA Service 50 research from the second quarter of 2012. The TSIA Service 50 is an index of the 50 largest technology solution providers. The findings from Q2 are encouraging to companies in the software industry and additionally provide insight into areas for improvement.

Growth of SaaS Image Created by Cory Dillon Voyzey
Published byDennis Smeltzerin Industryon Mon, 12/03/2012 - 14:35

Software as a Service (SaaS) is on the rise and has increased over 17% since 2011 to over $14 billion according to information technology research and advisory company Gartner. More and more companies are utilizing remote software to cut costs and responsibilities within their organizations.

Custom Groups. Source: TSANet.org, Custom Groups page
Published byDennis Smeltzerin Member Resourceson Tue, 11/27/2012 - 14:11

TSANet recently conducted research into how member companies were using and benefitting from our Custom Groups. While the interviews were anonymous, we wanted to share the findings with other TSANet members to help everyone get the most from their TSANet memberships.

Magnifying Glass examining businessman's thoughts; Source, <p>Image courtesy of [image creator name] / <a href="http://www.freedigitalphotos.net" target="_blank">FreeDigitalPhotos.net</a></p>
Published byDennis Smeltzerin Industryon Mon, 11/19/2012 - 11:00

The evolution of technology is pushing technical support to levels and places never before expected. Interoperability issues are threatening IT teams everywhere. IaaS hosting, the cloud, even the instantaneous way we communicate, are changing the way technical support is being addressed. This means engineers need to take a more proactive approach to technical support. By actively searching out and diagnosing interoperability issues, technical support can eliminate costly calls.

Map of APAC, source: Google Image search for APAC
Published byDennis Smeltzerin Industryon Tue, 11/13/2012 - 10:56

When customers purchase a vendor’s products from a channel partner, technical support problems could be addressed one of two ways: the vendor could bear the responsibility or the channel partner who sold the product could handle the technical support issues.

Published byDennis Smeltzerin Member Resourceson Wed, 11/07/2012 - 15:41

To help our members and the overall mission of TSANet, we are now introducing Selective Process Documents for our Open Group (Basic and Premium) members.

Joining Society, Sourced from: <p>Image courtesy of [image creator name] / <a href="http://www.freedigitalphotos.net" target="_blank">FreeDigitalPhotos.net</a></p>
Published byDennis Smeltzerin Industryon Fri, 11/02/2012 - 10:07

Telecommunications companies today provide services and support that reach untold numbers of individuals all over the world. But the services and products they provide rarely function alone. These products interact with a multitude of different devices and services from other companies. More and more companies and industries are finding themselves in a complex technology ecosystem. This complex ecosystem often proves problematic for a company’s technical support team and its customers.

TSANet and TSW logo, source: http://www.technologyservicesworld.com/ and http://www.tsanet.org/
Published byDennis Smeltzerin Industryon Mon, 10/29/2012 - 09:26

While nearly all the information at TSW 2012 was useful, several trends stood out as the dominant factors facing technology-industry tech support today. Cloud, big data and global services led the discussions as everyone tried to figure out how these heavyweight factors applied to their business.

Tech Support Utilizing Social Media, Source: Google image results for Social Media and Tech support
Published byDennis Smeltzerin Industryon Mon, 10/22/2012 - 14:53

Technical support often calls to mind splitting headaches and one hand sandwiching a phone against a sweaty face while the other runs through hair thinning with each delay. Keeping your users happy and your technical support engineers with a full head of hair is a top priority for any company. Most businesses view the social media approach to technical support as a way for users to vocalize frustrations, but it really offers so much more. To expose the rest of this technical support iceberg, we’ve compiled a list of 5 unconventional ways to leverage social media as a medium for technical support.