Membership Success Stories

What do all technology companies have in common? They’re looking for opportunities to grow revenue and profits. TSIA is laser-focused on helping members achieve this by optimizing their service businesses.

Here’s a look at how three organizations were able to utilize their TSIA membership to solve their top business challenges.

Success story #1: A $700M electronics company

OUTCOMES

As a result, the organization benefited from:

CHALLENGE

On the heels of a significant acquisition and reorganization of services, this member was under pressure to:

• Rationalize business processes. • Improve core financial metrics (particularly revenue growth), price performance, and margins.

RECOMMENDATIONS

Utilizing benchmarking and operational best practices (OBP), TSIA recommended:

• Recalibrating market rates and discount-limiting processes to become better aligned with industry and peer standards.

CSAT10%5%$40M+

New heights in customer

satisfaction scores

5%+ improvement on discounts resulting in

over $40M+ in bookings

Compounding QoQ improved revenue growth

Improvement in operating margins in

targeted lines of business

Success story #2: A $620M+ software company

OUTCOME

CHALLENGE

Member was facing enormous pressure to increase their below-peer average utilization and BU margins.

RECOMMENDATIONS

Through benchmarking and a workshop, TSIA advised the member to implement:

• A resource management office (RMO).• A professional services automation (PSA) solution.• Best practice reporting.

The organization improved billable utilization by 17%.

Which in turn resulted in a revenue increase of $21M in three years!

$21M

YEAR 1 YEAR 2 YEAR 3

17%

CHALLENGE

Instructors were spending 26% of their time developing content, which was impacting their utilization rate and by default, revenue.

Success story #3: A $300M technology company

OUTCOME

The organization was able to:

Reduce the amount of time spent on non-billable content development activity from 26% to 7%. Resulting in a net gain in revenue per FTE

from $257K in 2012 to $405K in 2014.

RECOMMENDATIONS

After reviewing benchmarking data, TSIA suggested:

• Aim for the best practice standard of no more than 7% to 8% of instructor time spent on content development. • Hire content developers and/or leverage subcontractors to offset the work that would have been done by instructors, allowing them to act in an SME capacity rather than developing content.

$275K2012

2014 $405K7%

Become a TSIA member. TSIA membership includes a rich set of programs, services, resources, and events that empower service leaders and their organizations to better manage their business. Join our community of more than 30,000 individual service executives.

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