Aberdeen Blog: OnProcess Technology and the Science of Service: 2012 CSO Summit Sponsor Series

Category: Service Management

“Tell me and I forget. Teach me and I remember. Involve me and I learn.”  This is one of the many practical and great quotes from Benjamin Franklin. This concept is most evident than in the service organization where often groups that need each other to succeed rarely talk and even less frequently collaborate to solve issues.

The integration of parts management with other silos within service operations (i.e., field service, contact center) is an area of interest and excitement that we have seen throughout our research this year. The key isn’t just ensuring that the field team has the right parts to solve an issue or that the contact center resolves a customer complaint through scheduling a technician; the crucial piece is making sure that all relevant stakeholders have the information and interactions to make decisions to positively (and proactively) impact customer issues.

Across our research we find that top performers enable action throughout the organization through better information sharing and collaboration. In our “Field Service 2012: The Right Technician” (February 2012) research 41% of the Best-in-Class made captured service information available across the enterprise.

Additionally, according to my research report “Optimizing the Service Supply Chain: Managing the Network to Link the Customer to Satisfaction” (July 2012) nearly three-fourths of the Best-in-Class focused their strategy on increasing collaboration amongst business functions and service (71% of Best-in-Class respondents).

This year, my colleague Sumair Dutta and I are very excited to hold an interactive learning session on Day 1 where attendees to this year’s Chief Service Officer (CSO) Summit will be able to share their experiences tied to breaking down the walls between the field, the contact center and parts management silos of the service organization.

We look forward to highlighting the importance of integrating the service organization and ensuring that service does more than just talk to other business units, but actually shares data and insight to achieve Best-in-Class performance.

Moreover, service should not be a silo within the organization and this mantra is trumpeted by our CSO sponsors this year, one of which is OnProcess Technology. For the second year in a row, OnProcess is joining the CSO community to highlight their focus on the service organization and driving data-driven process analysis in post-sales service operations to integrate the entire service supply value chain; embodied through customer experience management, triage and entitlement, service logistics and full order management, reverse logistics, and planning and optimization. With capabilities that support the entire service supply chain, OnProcess is dedicated to providing visibility, intelligence, and the resources (i.e., people, process, and technology)  to the CSO and broader organization to drive strategic business action and results; the key focus for this year’s theme of the Science of Service.

To learn more about the CSO Summit or our underwriting sponsors, please go towww.chiefserviceofficer.com. And if you want another way to get linked to the CSO discussion now or when we convene October 16-17 track us at #CSO2012 and follow our team@Aberdeen_CSO. We want your comments and insights into how your organization is linking parts and logistics, field service and the contact center. Hopefully, we will see you in Boston in less than 5 weeks…

Aly Pinder Jr.
Senior Research Associate
Service Management
aly.pinder@aberdeen.com or @Aberdeen_CSO