Resiliency in Service, Part 2: Building a Resilient Model
As explored in Part 1 of our discussion about resiliency, a lack of continuous service often translates to a backlog of cases, end-user frustration, and more. Your ability to take care of your end-users in a timely fashion has a direct effect on customer retention and...
Resiliency in Service, Part 1: The Crisis Test
At Source, we define resiliency as the ability to deliver tech service and take care of your end-users no matter what obstacles might present themselves along the way. Obviously, resiliency is essential to proper operations, and you must ensure you have the resiliency...
Ensuring A Successful Outsourced Global Service Model
All the time, we hear our customers and prospects ask the same question. What’s better for us: building out and managing our own global service infrastructure under a legacy business model, or relying on an outsourced global service model? Most organizations seem to...
Open Letter to Source Team
To my Source teammates and members of our Source Techworks network, As the tragic events of the past few weeks have unfolded and people around the world call for action to advance racial equality, I would like to take this opportunity to address Source’s position on...
Ensuring Business Continuity
Business continuity matters all the time, but especially in times of crisis – just look at the impact of COVID-19 on the economy. A pandemic, economic downturn, hurricane, civil unrest or any number of other situations can wreak havoc on your operations. Without all...
Servicing the Medical Technology Industry
Recently, we’ve seen medical technology companies gradually moving to outsourced technical product services as they rethink their services model. Up until now, many have built and maintained their own field services infrastructures, but they’ve started to see value in...
Looking Ahead at 2020
These are unprecedented times, yet we know that technology is keeping our world going and enabling people to stay connected and productive. Because of that, it’s as critical as ever that we keep our technology systems and infrastructure working well. In addition, our...
Source Support is Exhibiting & Speaking at TSW 2019 Las Vegas
Taking place twice a year, Technology & Services World (TSW) is the only tech conference where executives from across the technology and services industry come to talk business, expand their professional networks, and get actionable insights on the...
2018 Source Techworks Workforce Survey
There have been many reports in recent years about a large shift in the US and global economies toward a freelance workforce. According to Edelman Intelligence’s 2017 Freelancing in America report, the freelance workforce has grown three times faster than the general...
Measuring the Effectiveness of Your Service Function
Let’s face it – determining whether or not your service function is a success, and whether or not it adds value to your business, can be really difficult. We know this first-hand; being in the business of performing service and becoming the service arm of many tech...