Partnering with the Chief Information Officer to Deliver Better Outcomes for Customers

Field service operations typically delegate customer service leadership to a specific executive, such as the chief service officer (CSO). While this model has worked in the past, it is becoming clear that CSOs must partner with other executives to achieve customer success. This is especially true at companies that are undergoing digital transformation, as new technology initiatives must be applied within the service department and to customer service processes as well.

Here's why field service operations should partner with the chief information officer (CIO) to deliver better outcomes for customers.

CSOs Aren’t Just Responsible for the Customer Experience

The position of chief service officer (CSO) is still relatively new. However, it is growing in importance, as many organizations now need high-level direction to improve the profitability of their service operations and meet customers’ rising expectations. Nonetheless, service organizations have different focus priorities for their CSOs.

According to the First Annual Chief Service Officer Report by WBR Insights, a plurality of the service leaders responding to a study about CSOs said that their CSOs' primary goal was to lead the organization’s approach to CX (42%). However, 39% said their CSOs were responsible for helping lead the organization’s approach to revenue growth. Meanwhile, 19% said they were responsible for driving service as an independent profit center.

While all three of these focus areas may be intertwined, these results imply that the CSO must split their time and attention between multiple initiatives. Not only are they required to oversee the company’s CX operation, but they must also focus on the bottom line when delivering field services.

Many customers are now prioritizing self-service and remote service capabilities over traditional in-person visits as well. This means the CSO must also work on technology adoption and deployment within the department.

This is an abundance of responsibilities, so partnering with other executives is often a must to achieve success. Partnering with the CIO on technology initiatives is now one of the most important steps the CSO can take to improve the customer experience.

CIOs Are Increasingly Responsible for Service Technology

CIOs oversee the people, processes, and technologies involved in the company’s IT operation. That typically means they take the lead on technology adoption and implementation, and they play a significant role in digital transformation. Inevitably, CIOs also play a role in technology adoption within the service department, and that role is only increasing as service becomes digitized.

Indeed, the study found that CIOs are playing a larger role in service decisions where technology is concerned.

Specifically, 45% of the respondents indicated that their CIOs made top-level decisions regarding service technology. This result was significant, as only 29% said the same thing about their chief data officers and chief technology officers. Tellingly, only 26% said the same thing about their CSO.

CSOs need to take an active role in technology decisions when those technologies are relevant to or intended for the service department. But they must also be able to collaborate with CIOs to identify the best technologies for the function and the best ways to implement new solutions at scale.

Introducing new technologies to the business can be a difficult task. Because CIOs have intimate knowledge of these processes, they are in an ideal position to ensure a smooth transition that leads to faster customer success.

Improving CX Through Collaboration

Improving collaboration between service executives and other leaders in the organization will be integral to improving the customer experience moving forward. Not only are all the departments in the business interconnected, but they all have a responsibility in serving customers.

To learn more about customer-centricity in field service, don't miss Field Service Palm Springs 2022, happening from April 26th to April 28th at the JW Marriott in Palm Springs, California.

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