The TSIA Recognized Innovator Awards recognize innovation in services technology, and are presented to partners of TSIA at our Technology Service World conferences. Partners submit applications for consideration, and case studies documenting business results are required. The categories for the Fall 2010 TSIA Recognized Innovator Awards are:
Innovation in Service Economics. The Associations’ Services 50 Study documents the rise of services revenue for large high tech companies, which now represents as high as 70% of revenue from software firms and a third of the revenues for hardware firms. While this trend means that service and support enjoys more visibility and influence with company executives and Wall Street analysts, it also means that service executives are eager to identify new sources of revenue. The Recognized Innovator in this category will provide real-world examples of how companies are leveraging their technology or services to generate incremental services revenue. Examples could include:
- Technical Support. Technology or services that enable or streamline offerings such as a Technical Account Manager, remote monitoring, proactive support, or maintenance renewals. For consumer companies this could be technology for which consumers pay a premium, such as remote control or a self-healing option.
- Professional Services. Technology or services that enable PS to deliver faster and more profitable projects, such as tools to build libraries of repeatable services, automation tools to better capture project work performed and streamline the billing process, lowering DSO.
- Field Service. Technology that cuts operating expenses for field operations; tools for upsell/cross-sell in the field such as offer management and OnDemand print devices; real-time recording of work performed onsite and time/expenses to speed billing and receivables.
Innovation in Customer Satisfaction. One of the few metrics tracked across professional services, technical support and field service operations is customer satisfaction (CSAT). In fact, even Wall Street is now caring about CAST: according to the TSIA benchmark, 62% of service executives have compensation tied to satisfaction and loyalty scores. Not only does poor satisfaction impact the lifetime value of a customer, with the myriad of social networking avenues available to give customers a global voice, upset customers can easily do damage to a company and its brand. The Recognized Innovator in this category will provide real-world examples of how their technology or services have been used to increase customer satisfaction scores, or insight into reasons for satisfaction or dissatisfaction, for one or more areas of service and support. Examples could include:
- Technical Support. Multiple technologies, including knowledge management, remote support, and customer communities, have all been linked to satisfaction increases, either for post interaction satisfaction surveys, or for periodic relationship surveys. Analytic tools, including sentiment analysis, can look at customer conversations and identify common denominators creating dissatisfaction..
- Professional Services. Technology or services that enable PS to deliver projects that meet or exceed customer expectations, including time and cost estimates, or delivering fast time-to-value. Also, tools to monitor CSAT during project execution so problems can be identified and resolved quickly.
- Field Service. Technology or services that allow FS teams to deliver exceptional customer experiences with fast and on time appointments, field techs with the right skills and tools for the job, and even preventative maintenance services that increase product consumption and reduce downtown for the customer.
Innovation in Mobility. Mobile technology and devices have the highest planned spend for any technology area covered by the 2010 TSIA Member Technology Survey, with 34% of field service members having budget for mobile technology. With smart phones putting web browsers at our fingertips, employees and customers are demanding faster and more consumable content, and innovative mobile devices allow a greater array of services to be delivered in the field, boosting productivity and revenue. The Recognized Innovator in this category will provide real-world examples of how their mobile technology or services have been used to extend the reach of a service organization, streamlining activities and lowering operational costs. Examples could include:
- Technical Support. Mobile enabled knowledge and customer management tools allow support techs and supervisors to easily access information or update records from anywhere at any time; giving customers mobile access to self-service content can boost assisted support deflection as well as raise satisfaction for mobile savvy customers.
- Professional Services. The ability to log work performed, file expense reports or even deliver customer projects via mobile device can easily streamline services operations, with mobile knowledge tools making each consultant an expert on any product.
- Field Service. Technology or services that allow FS teams to receive routing and appointment information, report time onsite, log work performed, search knowledgebases remotely, and even file T&E reports in real-time can improve productivity and accuracy; innovative devices for printing and signature capture can enable field upsell/cross-sell and reduce DSO for billable work.
Winners are chosen by a panel of judges including technology-savvy association members and industry experts. Judges are responsible for only one category, approximately 5-10 applications. I will provide a scoring sheet; judging will take less than an hour. If you would like to be a judge, please shoot me an email (firstname.lastname@example.org) and I will send you more information and a timeline for the awards.
Judging is great way to see the latest and greatest technology and services in the industry. I hope you will consider volunteering! And as always, thanks for reading!