2012 Services Technology Survey: NOW OPEN!
TSIA’s 7th annual Services Technology Survey is the only available source of actual industry data for adoption, planned spending and satisfaction across 24 categories of technology used by service organizations, including:
- Support Services: All the tools used to support customers, including incident management, knowledgebases, multi-channel tools and web collaboration.
- Field Services: Technology used to automate the field service process, including mobility, scheduling and dispatch, and parts logistics and warehousing.
- Professional Services: Professional Services Automation (PSA) platforms to manage PS resources, projects and performance.
- Education Services: The various tools used to deliver customer training, including Learning Management Systems (LMS) and Learning Content Development (LCD).
In addition to these technology categories, the survey also tracks tools used across service lines, including Customer Relationship Management (CRM), social media and online communities, and reporting and analytic platforms. The survey also includes questions regarding the use of third party service providers/outsourcers and c0nsultants.
The results of this survey are usually available only to members of the TSIA, but for this 2012 survey, everyone who completes the survey will receive a complimentary copy of the survey results. Armed with this information, companies can benchmark their rate of technology adoption compared to industry peers, illustrating where you may be losing a competitive edge due to lack of automation or technology sophistication. Additionally, by identifying the top installed products in each technology area, you can shortcut your next search for a tool or platform by starting with a list of “best fit” solutions. For the first time, the 2012 survey will also track responses by geography, identifying top installed products and planned spending for the Americas, Europe and the Middle East, and Asia Pacific.
The survey will take less than 15 minutes of your time, and your answers are completely confidential and will only be reported in aggregate. The first 50 people to complete the survey will receive a US $5 Starbucks gift card. Again, everyone who completes the survey will be sent a copy of the resulting research when it is released in May.
Please follow this link and complete the survey at your earliest convenience: https://survey.vovici.com/se.ashx?s=7E212C5912872E80
Thank you so much for your support!
This entry was posted on February 1, 2012 at 1:42 pm and is filed under Consumer Support, CRM, customer experience, customer satisfaction, customer support, Education, Enterprise Support, field service, knowledge management, Professional Services, self-service, social media, Technology. You can subscribe via RSS 2.0 feed to this post's comments. You can comment below, or link to this permanent URL from your own site.