THE TSIA CURRICULUM VITAE

WHO IS TSIA?

IN WHAT WAYS CAN A COMPANY GET

INVOLVED WITH TSIA?

WHAT ARE THE TOP SERVICE BUSINESS CHALLENGES

THAT TSIA IS ADDRESSING?

• Benchmarking the expansion of product and service revenues with existing customers.

• Macro trends in technology services that are impacting technology professional services.

• Implementing customer success programs and capabilities.

• Leveraging product usage and consumption analytics to improve service offers.

• Key measurements used to gauge the health of a managed services business?

• Improving content development processestoincreaseefficiency and decrease costs.

• Market trends and dynamics and the impacts of those trends on your organization’s business model and operations.

•Operationalandfinancial data of hundreds of member companies, which allow us to identify common issues and pain points that organizations face. • Data gathered from our annual member surveys.

• Careful analysis of thousands of inquiries received each year through our Member Inquiry service. • Information gleaned from detailed operational process reviews with TSIA member companies.

Member Communities: Technology companies of all sizes, who represent these major markets: • Information Technology and Telecom• Healthcare, Healthcare IT, and Industrial Equipment and Technology • Consumer Technology

Solution Partners:Poised to assist members with the challenges of building and optimizing technology services or-ganizations, TSIA partners possess a vast array of talent, expertise, experience and solutions.

Advisory Boards:Formed to assist TSIA executive management on how best to deliver solutions to TSIA members through programs, research, communities, and events.

WHAT DOES TSIA KNOW ABOUT THE TECHNOLOGY

SERVICES INDUSTRY?

TSIA is a powerful platform that enables service executives to improve the strategic,operational,andfinancialperformanceoftheirservicesbusiness.

© Technology Services Industry Association | 17065 Camino San Bernardo, Ste. 200 | San Diego, CA 92127 | Tel. 1.858.674.5491 | Fax. 1.858.430.3571

WHAT ARE SOME EXAMPLES OF THE BUSINESS BENEFITS?

WHO IS PART OF OUR COMMUNITY? LEARN MORE ABOUT TSIA

HOW DOES TSIA RECOGNIZESERVICES EXCELLENCE?

“TSIA brings together a community of practitioners to provide unparalleled thought leadership and industry best practices around services. The ability to understand the full potential of the levers that drive your business through benchmarking, peer collaboration, research, and publications is what sets TSIA apart. If you are serious about servicing your clients, then this is one community you absolutely need to be part of.”

- Niro Wijesekera, MicroStrategy

$500m enterprise software company: 25% TTR improvement globally, 12% reduction in backlog in the first3months.

$400M Enterprise SaaS company: Achieved17%improvementinfirstcall resolution and 50% decrease in total talk time; resulting in ROI on all TSIA costs in <4 months.

$10B Healthcare IT company: By channeling more cases through the self-service web portal, the member reduced cost per case totheindustryaverageof$300.

$10B mobile phone company: Member achieved improvements infirstcallresolutionratesofnearly 60%, with CSAT increas-ing10%inthefirstninemonths.

$1B Computer Telephony company: Member increased revenue through premium offerings and price increases, capturing$13Minincrementalrevenuein two quarters.

$2B Software company: Changes led to a 1.5% increase in revenue renewal rate, resultingin $21M to the bottom line.

Operational Best PracticesTSIA’s portfolio of OBP for services includes diagnostic evaluationsandcertificationprogramsdesignedtoenable operational excellence.

STAR AwardsThe STAR Awards offer TSIA members the opportunity to showcase their company’s commitment to outstanding innovation, leadership, and excellence.

Support Staff Excellence SSE is a powerful staff development program that enables the delivery of a superior customer support experience by developing your most critical service delivery resource: your people.

Adobe SystemsAutodeskAvayaBMC SoftwareBrocadeChangepointCisco SystemsCitrix SystemsDell

Eastman Kodak EMC CorporationGE HealthcareHewlett-Packard MarketoMcAfeeMicrosoftMotorola NetApp

Nikon PrecisionRicohSalesforce.comSAP SiemensSymantecToshiba AmericaVerizon Zendesk

> B4B Book Preview

> Service Capabilities Heatmap

> About B4B Video

> “State of” Research Reports

Interested in learning more about TSIA? Request a membership briefing.