Three Service Organizational Structures

by | Jul 17, 2018

ServiceXRG has defined the following types service organizational structures. Which one best describes your current state?

Siloed

  • Individual service functions operate independently from one another. (Support, Education, Professional Services).

  • Distinct service silos may report into different parts of the business.

  • Little to no formal coordination across customer accounts.

  • Service activities may be also performed outside of Service departments (e.g. Sales Engineers).

  • Service success metrics are not shared across service departments (silos).

Unified

  • Individual service functions operate separately from one another. (Support, Education, Professional Services) but are organized within a common Service department.

  • Increased cooperation and coordination between service functions.

  • Emergence of resource pooling and unified service offerings.

  • Service success metrics are coordinated within a common Service department.

Integrated

  • Fully integrated service capability organized within a common Service department.

  • Siloed organizational structures are replaced with resource pools from which skills may be drawn to deliver services.

  • Service offerings transcend traditional service disciplines and offer customer-focused enablement.

  • Common goals and measures of success shared across all services roles and functions.

Recommendations

  • Select an organizational structure that can deliver an efficient and effective customer experience across the entire product ownership lifecycle.

  • Create a bench of technical resources that can be deployed to both pre and post-sales activities.

  • Coordinate account management across all Service and Sales functions.

  • Established shared goals and objectives that transcend all Service and Sales teams.

  • Make certain that everyone is incented to retain and expand customer relationship value.

  • Create training and career advancement opportunities that span Service and Sales functions.

Featured: The Transformation of the Service Organization

ServiceXRG examines the current state of service organizations and the forces at work that are driving organizational transformation. This study reveals how the isolated service silos of the past need to evolve into unified entities to drive Customer Success.

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