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Support Services

Get Support Services Best Practices Research and Advisory

At TSIA, we work directly with technical and customer support services executives and their teams to help them optimize, transform, and grow their organizations.
We do this through our benchmarking and advisory programs, as well as by providing access to data on support services trends, frameworks, and research.

Top Support Services Challenges

Here’s a look at the top business challenges we’re currently helping our Support Services members across the globe solve:

Customer self-service
Support organizational structures and models
Key metrics support organizations should be monitoring
Knowledge management best practices
Expand to see more business challenges we can help you solve+

TSIA Can Help

Whether your question is, “What is support services?” or you’re part of a mature support organization looking to transform to provide
next-level customer support, TSIA membership is for you.

Experience Our Research

Get a glimpse into our vault of board-ready data insight, thought leadership, and best practices in support services.

TSIA’s Support Services research is backed by over one million data points, and covers topics like self-service trends, support channel mix, best practices for supporting SaaS offerings, CSAT metrics, developing support staff skills, and more.


Unlocking Revenue Growth with Customer Loyalty in Field Services

Get insight and benchmark data on how to implement a comprehensive customer satisfaction and loyalty process to ensure recurring revenue growth.


Enabling the Journey from Reactive to Predictive to Proactive Support

Learn best practices from industry experts on how to move from reactive to predictive to proactive support and improve customer business outcomes.


Emerging Trends in Managing the Customer Lifecycle in Industrial Equipment

Join us as we explore the state of services in industrial equipment and discuss how the pandemic is accelerating digital transformation for OEMs.

Research Report

Field Services Workforce Compensation Study 2019 Report (Abridged)

Results of the TSIA 2019 Field Services Workforce Compensation Study.


The Layers of Customer Loyalty

Join TSIA’s team of support services research executives as they share benchmark data to provide insights on the three layers of customer loyalty.

Research Report

The State of Support Services: 2020

This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2020.


The Future of Field Services The Impact of COVID 19

Get insight into the future of OEM business models, the role of remote services, workforce management, and key capabilities to succeed post-pandemic.

Research Report

Slides | Reactive and Predictive and Prescriptive Support Oh My!

Making the move from Reactive to Predictive to Proactive / Prescriptive Support for all support organizations.

Research Report

Slides | Successfully Partnering with 3rd Parties in Field Services

Discover outsourcing models, performance metrics, operational best practices, and much more.


Support Services | Reactive and Predictive and Prescriptive Support Oh My!

The benefits of moving from Reactive to Predictive to Proactive / Prescriptive Support are huge for all support organizations. Responding to problems . . .


Field Services | Successfully Partnering with 3rd Parties in Field Services

The increase in XaaS revenues, the rise of the business buyer, and industry restructuring are all disrupting the traditional relationship between . . .


Reactive and Predictive and Prescriptive Support Oh My

Learn the benefits of moving from Reactive to Predictive to Proactive / Prescriptive Support in support organizations.


Attend a TSIA Conference

TSIA conferences offer extensive insight and actionable takeaways for those in the support services community. You’ll find sessions focused on:

  • How digital transformation is creating the necessity for increased focus on front-line teams
  • Cross-business unit success: How Support organizations are crossing the business lines
  • Women in Support Services: What programs have been put in place to highlight, support, and advance women working in Support Services?
Vele Galovsky speaking at TSW

Experience Our Community

Join our community of support services leaders.


Meet Our Support Services Research Executives

This team of expert research executives heads up our support services research practice.

Support Services Advisory Board

This elite group of professionals advises TSIA on how to best deliver relevant programs, research, and events to members.


Lloyd Howlett
Vice President, Support & Customer Operations


Mohammed Ajouz
SVP, Global Head of Product Support

Dell Technologies

Mary Cay Kosten
SVP of Services Operations

Schneider Electric

Angela Reid
VP of Digital Customer Support & Satisfaction Capabilities


TSIA Member Outcomes

Improving first-call resolution rates and increasing CSAT.

See the impact TSIA is making on the tech industry by helping support services organizations improve their performance.