Mobile & Tech

Leveraging Social Media Tools in Field Service

I’m getting ready for Thursday’s webcast with ServiceMax, What’s all the Chatter about? Leveraging Social Media Tools to Drive Collaboration and Tribal Knowledge in Field Service, and I’m very excited about seeing field service get more involved in social media.

According to my 2011 Member Technology Survey, I’m seeing strong planned spending by field service organizations for all types of field service automation.

This chart shows the percent of members with approved budget for new or additional technology in 2010 and 2011, and spending on workforce optimization, parts logistics and FS mobile tools are all strong, up from last year.

But a bigger surprise for me was how quickly field service teams have been adopting social media tools. According to my survey, support services are up to 82% adoption of online communities, and field service is not far behind with 69%.  40% of field service members say they are using some sort of social media like Twitter, Facebook or LinkedIn for communicating with customers or internally.

Salesforce Chatter: Twitter and Facebook mixed with CRM

We’ve seen some great early examples of field service being creative with communities, primarily to share information with global field service resources on how to fix equipment or how to troubleshoot products that may be out of date or just uncommon. But what I’m learning from ServiceMax is that Salesforce Chatter, a CRM-centric version of Twitter or Facebook updates, is an easy way to send quick updates on customer issues within a team, keeping everyone up to speed and offering an easy way to ask for help if needed.

Please take a moment to register for this webcast; even if you are unable to attend the live event on Thursday at 10am PT, you’ll receive a link to view the OnDemand version afterwards. We’ll talk more about spending dollars and how field service is using social media, and we’ll see a live demo of Salesforce Chatter and ServiceMax in action.

Thanks for reading, and hope to see you on the webcast Thursday!

John Ragsdale is vice president of technology research for the Technology Services Industry Association. Republished with permission from Ragsdale’s Eye on Service.

Read more from John Ragsdale on The SmartVan

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