Socialtext just posted a new customer support case study on the success achieved at OSIsoft. Support plays a key role in delivering enterprise infrastructure for management of time series data and events for energy, manufacturing and other industries where systems infrastructure is mission critical. With Socialtext, OSIsoft is serving their customers better from across the globe — with 200 global support engineers all pull in the same direction and tapping into collective brainpower.
OSIsoft’s story was recently covered by CRM Magazine. See part one, Support as Career Destination, Not a Journey, and part two, The Power of Information: OSIsoft uses Socialtext to revamp an outdated knowledgebase.
For a broader look at Social CRM, from Enterprise 2.0 to public-facing Social Media, see last week’s post The Social CRM Iceberg. From there, the conversation continued with some great posts by Vinnie Mirchindani, Bob Warfield, Tom Foremski, Michael Krigsman, Paul Greenberg and Dennis Howlett.