Announcing Categories for Spring 2011 Recognized Innovator Awards

The TSIA Recognized Innovator Awards are presented at our Spring and Fall conferences to our TSIA partners, who submit applications and are judged by a group of TSIA members, expert alliance partners, and industry experts. Finalists are selected, and I lead Innovation Tours of the finalists booths at the conference Expo. Tour attendees also vote on Best Innovation Demo. I announced the winners today at the closing TSW Awards Ceremony. The Spring 2011 awards will be the first time we have included our new discipline, Education Services, as a focus area for the awards.

The categories for the Spring 2011 Recognized Innovator Awards are:

Innovation in Knowledge Management (KM). Creating, maintaining and leveraging content to speed issue resolution and project success is not only a core process within every technical support operation, but increasingly other services divisions are launching KM initiatives to share learnings from the field across a global operation. The Recognized Innovator in this category will provide documented case studies of how their technology and/or services are enabling service organizations to more easily publish knowledge and effectively use that knowledge to improve business results. Examples could include:

  • Field Service. Delivering knowledge to field agents through mobile enablement, as well as tools to capture information gleaned from field experiences to share with the field support and/or customer community.
  • Professional Services. Enabling services teams to easily capture libraries of lessons learned and best practices for reuse, as well as centralizing resources such as customization and integration templates to streamline future projects.
  • Support Services. Automating the process of capturing and publishing content, enabling customer collaboration for knowledge, and tools to enable support techs, as well as customers performing self-service, to easily find the answer to a question or help diagnose a problem.
  • Education Services. Capturing information to share with customers regarding the use and administration of technology, best practice libraries, FAQs and lessons learned.

Innovation in Value-Added Services. As documented in “Complexity Avalanche,” Value-Added Services (VAS) programs enable customers to fully consume purchased products and services, helping them quickly receive full business value and speed the repurchase cycle. In addition, VAS programs are providing new revenue sources for budget-strapped service operations. The Recognized Innovator in this category will have documented case studies showing how their technology or services are being leveraged to boost service and support revenues through delivery of Value-Added Services. Examples could include:

  • Field Service. Tools to allow repairs or preventative maintenance to be completed less expensively, such as remote diagnostic and administration tools.
  • Professional Services. Cost effectively delivering services projects to improve margins, or remote administration tools to allow customer projects to be delivered without travel.
  • Support Services. Services to improve marketing and sales efforts for premiere service offerings, as well as technology that enables premiere support programs such as proactive support and remote administration.
  • Education Services. Upsell potential with targeted classes for experts or for specific industries or types of companies, improving margins through use of tools such as computer based, online or remotely delivered training classes.

Innovation in Social Collaboration. When evaluating the impact of social media and communities on service organization, it is important to separate the hype from business value. While customer social media strategies continue to struggle for staffing and a credible ROI story, leveraging social media tools and processes to enable enterprise collaboration—between employees AND between employees and customers—has emerged as way to effectively share information across the enterprise, identifying experts on any given topic and making their expertise available to others. The Recognized Innovator in this category will have documented case studies showing how their technology or services are being used to improve the capture, sharing and consumption of ideas and expertise across employee, partner and customer communities.

  • Field Service. Tools that allow field service techs to post questions and share expertise on diagnostics and repair procedures with other techs around the globe, cutting resolution time for onsite repairs.
  • Professional Services. Technology or services that encourage PS consultants to share best practices and tips and tricks for implementing, customizing and integration products; also enabling collaboration between consultants and development for technology issues.
  • Support Services. Collaboration tools and processes to better enable global support teams to communicate emerging trends or newly discovered bugs, as well as improve communications with other groups within the company—such as development and QA.
  • Education Services. Enabling customers to collaborate on best practices for using technology can generate useful content for education, as well as internal collaboration to share information about training content and techniques that prove effective with a global audience.

Lydia Zaffini, our director of partner programs, and myself will give a webcast for all TSIA partners on February 4th at 9:30am to discuss the awards, explain the categories, talk about tips for applications, and answer any questions you may have. If you are interested in being a judge for the awards, please send me an email (john.ragsdale@tsia.com). Thanks for reading!

Explore posts in the same categories: Consumer Support, customer support, Enterprise Support, knowledge management, social media

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