Posted tagged ‘Best in Satisfaction’

Announcing the TSIA TechBEST Best in Satisfaction Finalists: Bomgar, Coveo, and DB Kay & Associates

May 5, 2014

Each year TSIA conducts the Global Technology Survey, tracking adoption, satisfaction, and planned spending across 24 categories of technology and services. The satisfaction section of the survey has delivered interesting results, with the majority of categories averaging a satisfaction score well below industry averages. There are, however, some clear outliers from these averages, with some technology or service providers well regarded by TSIA members and highly rated for member satisfaction.

According to the TSIA Support Services Benchmark, customer satisfaction with enterprise software averages 4.3 on a five-point scale (with 1 representing very unsatisfied and 5 representing very satisfied). It is troubling, then, that the satisfaction scores for the 24 categories covered in the TSIA Global Technology Survey range from a low of 3.2 to a high of 3.9—all are well under the industry average of 4.3. However, if you look at individual satisfaction scores by vendor, multiple bright spots emerge. In fact, multiple partners received scores above 4.0, with one partner scoring an average of 4.71. The three partners with the highest satisfaction scores are named finalists in the TechBEST Best in Satisfaction Award. The three finalists are:

  • Bomgar. Bomgar is a leader in enterprise remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world—including Windows, Mac, Linux, iOS, Android, BlackBerry, and more. More than 8,000 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar has offices in Jackson, Atlanta, Washington DC, Paris, London, and Singapore. For more information, see www.bomgar.com.
  • Coveo. Coveo helps companies provide more effective customer service by harnessing knowledge and experts from their enterprise knowledge ecosystems. Leveraging powerful unified search and relevance technology, Coveo surfaces relevant enterprise knowledge directly to agents and community members. With Coveo for Salesforce, Service Cloud Edition, related cases, articles, emails, experts, and more are searchable and surfaced in a single view on the Service Cloud console so agents can solve cases efficiently. Coveo for Salesforce, Communities Edition helps improve call deflection and customer satisfaction by automatically displaying content and experts related to topics members are discussing. Coveo is a salesforce.com strategic partner, with customers including Rally Software, Logitech, Deltek, EXFO, Tokyo Electron America, and SunGard. Learn more at www.coveo.com.
  • DB Kay & Associates. DB Kay & Associates, Inc. helps support organizations create customer success and better customer experiences through sustainable knowledge programs. The firm consults and trains to drive best practic-es (such as KCS) and secure executive support, reducing risk and accelerating success. DB Kay leads customer experience mapping exercises to identify and fix customer experience issues. They offer everything from short strategy sessions to hands-on program management. Whatever the engagement, they know they’ve been successful when they’ve transferred knowledge effectively enough that their customers no longer need them! DB Kay customers include Ultimate, Sage, IBM, Carestream, Riverbed, Microsoft, and NetApp. For more information, go to www.dbkay.com.

Today at Technology Services World, I will interviewing the three finalists in the TechBEST Best in Satisfaction Showcase at 12:45pm, immediately following TechFUTURES. Please join us to hear more about these companies, and what they do to ensure satisfaction customers. Thanks for reading, and hope to see you there!

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TSIA 2013 TechBEST Awards: Best in Satisfaction and Best in Show

April 16, 2013

I wanted to bring you an update on the TSIA 2013 TechBEST Awards. This is the 2nd year we are giving out these awards, recognizing excellence in our partner community. There are 2 awards: TechBEST Best in Satisfaction, and TechBEST Best in Show.

Each year TSIA conducts the Member Technology Survey, tracking adoption, satisfaction, and planned spending across 24 categories of technology and services. The satisfaction section of the survey, which closed on 3/31, has delivered interesting results, with the majority of categories averaging a satisfaction score well below industry averages. There are, however, some clear outliers from these averages, with some technology or service providers well regarded by TSIA members and highly rated for member satisfaction. Multiple TSIA partners did well, scoring above a 4.0, with one partner scoring 4.44.

Average Satisfaction Scores by Category

Average Satisfaction Scores by Category

The three partners with the highest satisfaction scores are considered finalists for the 2013 TechBEST Awards, Best In Satisfaction. I will announce the finalists and interview each of them during the TechBEST Showcase on May 6, 2013, which opens the Technology Services World Conference in Santa Clara, CA. I will announce the winner on May 8th at the close of TSW.

The other TechBEST Award is Best in Show. Conference attendees vote for which partner in the EXPO offered the best demo, the best information, the best overall experience. Having spent time in my career as a Demo Dolly, I know creating a memorable experience for booth visitors is a challenge, and this award will recognize the partner who goes “above and beyond” to educate, entertain and enlighten attendees. I will also present this award on May 8th.

Look forward to seeing all of you in Santa Clara! If you have any questions about the awards, please let me know. And as always, thanks for reading!