IBM TSS: 2020 Year in Review

In a year like no other, I am immensely proud of what IBM TSS and our Business Partners have achieved together. Let’s look back at some highlights from a challenging 2020:

CONGA roll-out

As part of our goal to make doing business with TSS easier than ever for Business Partners, CONGA was rolled out to different countries across the globe starting in Q1. CONGA is much easier to use, reduces the cycle time, and will create a seamless TSS experience. Roll-out continues in 2021, bringing the benefits to a broader audience.

Pre-Covid face to face Champion Training in Latin America

In February and March, we held our first Champion Training sessions in Mexico and Argentina, strengthening our connections with Business Partners in Latin America and fostering a growing TSS Champion community.

The world changed – so we did, too

During the first Lockdown period, we looked at ways to move our crucial training programs online, starting with personal development and general sales skills workshops held in April. Building on great participant feedback, we came out of Lockdown with a growing ambition to make all aspects of TSS training virtual.

Champion Training moved online – fast

A consolidated online program of Champion Training began in the summer, bringing Business Partners from across the world together in Zoom workshops. Our educators adapted their materials to fit a shorter online model at lightning speed. Since then, we have seen more than 350 individuals graduate as Champions – no mean feat in a challenging year for everyone, both personally and professionally. Since then, we’ve heard from Champions how the training has boosted their confidence in selling TSS, with some moving from back office into customer-facing roles, or closing deals (in one case, the day after training!)

Champion Celebration calls

To celebrate our 2020 Champion participants for their engagement with us in a tough year, we organized a series of festive party calls earlier this month. Many participants received gifts through the post, and we were able to toast our joint success and catch up on how things had gone since the training. We hope that the bonds forged across borders and between Business Partners will continue long into the new year.

A huge thank you once again to everyone who took part in our online training evolution this year.

To the trainers and support staff: you worked hard to get us in good shape to deliver training that would work in a new format.

To our IBMers and call takers: you went above and beyond in supporting our training and graduation calls; thank you for making the time for us.

And to our Champions, SMT graduates and everyone who took part in TSS training in a difficult year: we were delighted to spend time with you – some of you, for the first time – and we very much hope you enjoyed and value your experience.

All that remains is to wish you and those close to you a safe and wonderful holiday season, and a happy new year.