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3 Best Practices for Managing Remote Services Teams
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Today’s Presenters:
John RagsdaleVP Research, Technology and
Social TSIA
Chris O'NealStrategy Manager
Workfront
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3 Best Practices for Managing Remote Services Teams
John Ragsdale
VP Research, Technology and SocialTSIA
Sponsored by
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Pacesetters Increasingly Rely on Remote PS Resources
Indu
stry A
vera
geSM
B
Enter
prise
Sof
twar
e
Reven
ue P
ace
Sette
rs
XaaS
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
12.5%14.0%
15.6%17.2%
21.7%
What percent of engagement activity is delivered by remote/virtual/offsite
resources? “The overall proportion of remote resources has been creeping up. I suspect it will increase sharply as more companies shift to XaaS.”
Bo DiMuccio, VP Research, Professional Services
4
Source: TSIA PS Benchmark
@Workfront_Inc
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#PROFSERVICES
Poll question:
What is the biggest challenge when managing remote services teams/employees?
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Challenge one:
Ineffective communication and collaboration
#PROFSERVICES
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Challenge #1: Ineffective Communication and Collaboration
• Only 11% of PS organizations have a formal process to capture “best practices” or “lessons learned” at the end of a project
• Collaboration tools growing in popularity– Real time answers to
questions– Share information and ask
questions of peers and experts
Collaboration0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
70% 68%
Collaboration Tools
AdoptionPlanned Spending 2015-2016
7
Source: TSIA 2015 Global Technology Survey
@Workfront_Inc
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In a LinkedIn survey on the "biggest drain" on workplace productivity, 41% cited "unwanted email" and 19% cited unexpected phone calls.
#PROFSERVICES
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#PROFSERVICES
Organizations lose around $1,250 per user in annual productivity because of time spent dealing with spam. They lose about $1,800 because of unnecessary emails from co-workers and $2,100 to $4,100 because of poorly written communications.
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Communicate and collaborate in the context of your work
#PROFSERVICES
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#PROFSERVICES
Challenge two:
No idea how productive your remote teams are
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Challenge #2: Low Visibility Into The Productivity Of Your Team
• PS Management must have real-time visibility into project status and team member performance
• Dashboards and reporting increasingly important when managing remote workers
No PSA PSA in Place0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
59%
73%
Utilization Rates:Enterprise Software
12
Source: TSIA PS Benchmark
@Workfront_Inc
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#PROFSERVICES
70% of the best-in-class professional services firms have the ability to run reports in real-time in comparison to 46% of all others.—Aberdeen Group
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#PROFSERVICES
Establish real-time visibility into all your work processes
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#PROFSERVICES
Challenge three:
Difficulty managing the technology
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Challenge #3: Difficulty Adopting and Managing The Technology
• Adoption– Provide training and
ongoing coaching– Consider incentives to
encourage adoption– Create dashboards
that monitor usage
• Managing– Identify solutions with
business-user targeted controls 2013 2014 2015
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
3.43.2
3.7
How satisfied are you with your current PSA tool?
16
Source: TSIA 2015 Global Technology Survey
@Workfront_Inc
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#PROFSERVICES
Workers spend an average of
2.5 HOURS PER DAY (30% of the workday) searching
for and GATHERING INFORMATION.
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#PROFSERVICES
Cloud-basedconsolidated technology
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Upcoming Webinars – TSIA.com
User Adoption: Getting Past the Buzz to the Value & TacticsSeptember 10, 2015 - 8:00 AM PT / 11:00 AM ET
5 W’s of an Outcome-Based Service ModelSeptember 10, 2015 - 10:00 AM PT / 1:00 PM ET
Six Unusual Questions Answered: Field Services BenchmarkingSeptember 11, 2015 - 8:00 AM PT / 11:00 AM ET
TSIA Cloud 20: 2015September 17, 2015 - 9:00 AM PT / 12:00 PM ET
September 2015 TSIA Pulse Session – Service Revenue GenerationSeptember 25, 2015 - 8:00 AM PT / 11:00 AM ET
October 2015 TSIA Pulse Session – Managed ServicesOctober 9, 2015 - 8:00 AM PT / 11:00 AM ET
Technology & Services 50 Q3 2015October 29, 2015 - 9:00 AM PT / 12:00 PM ET
19@Workfront_Inc
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Thank You. Questions?
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