A Post-Crisis Handbook For Service Leaders

By Daniel Brabec, director of global customer transformation at ServiceMax

As a member of the Global Customer Transformation team at ServiceMax, I have the opportunity to interact with customers both before and after they have gone live with ServiceMax. I recently hosted our (virtual) Chief Service Officer (CSO) Summit, where leaders are free to share, exchange, and learn from one another on best practices and trends they see in their own service organizations. As you may have guessed, we kicked off the series by discussing COVID-19 and the effect it has had on the attendees’ respective organizations.

Following the first virtual CSO Summit, I began thinking about the key things that will be top of mind for service leaders as they begin to see states and businesses re-open? How will they adjust to the new normal? How can we begin to formulate a plan that will get everyone up and running as quickly as possible?

To help those who are asking those questions, I have identified 4 things that are top of mind when navigating the service world – a post-crisis handbook if you will.