Historically, field service excellence was measured on a scale of SLA compliance attainment and by how efficiently a technician could be routed to the next job. This is no longer the landscape in which service is judged. As seen in Aberdeen’s State of Service Management 2015: Connect to Your Customers research (March 2015), the top metric used to gauge the success of service is customer satisfaction, not operational efficiency or cost savings. This evolution of customer-centricity has required service organizations to re-evaluate how they manage their workforce in order to ensure that service can move at the speed of information. In 2015, not much moves faster than social media, and organizations have begun to better understand the business use of social to deliver information and resolution.
Social collaborative tools are no longer solely for the consumer world or a channel to distract from your everyday duties. There is value in connecting the field service team to each other, the back office, and customers. To learn more about the trends and best practices in regard to the use of social collaborative tools in field service execution, read the full report here.