ServiceXRG has identified the following types service organizational structures common within the technology industry. 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, Customer Success, 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.