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You're leading a remote team. What Service Operations tools should you be using?

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Service Operations (or ServOps) is the practice of managing and optimizing the delivery of services to customers, both internally and externally. It involves planning, executing, monitoring, and improving various processes and activities that support the service lifecycle, such as project management, resource allocation, quality assurance, customer satisfaction, and feedback. If you're leading a remote team, you need to use some ServOps tools to help you coordinate, communicate, and collaborate effectively with your team members and clients. Here are some of the tools you should consider using.

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1 Project management tools

Project management tools are essential for organizing and tracking the progress of your service projects, especially when you have multiple team members working remotely. They allow you to create and assign tasks, set deadlines and milestones, monitor the status and performance of your projects, and generate reports and dashboards. Some examples of project management tools are Asana, Trello, Basecamp, and Jira. You should choose a tool that suits your team's size, complexity, and preferences, and that integrates well with other tools you use.

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Abu Kibria

Service Sales Director at K?rber Supply Chain
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While remote work offers many benefits, it also poses some challenges for employee collaboration. here is how you can improve collaboration: 1. Do a DISC analysis and get to know your employees and their behaviors. Tailor your communication style based on your employees. "Surrounded by idiots" is a great read. 2. Establish clear and realistic goals, roles, and responsibilities for your remote team, and communicate them clearly and frequently. 3. Provide timely, specific, and actionable feedback to your remote team, and acknowledge their achievements and contributions. 4. Empower your remote team to make decisions and take ownership of their work.

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Jamie Partridge

Building Secure, Scalable AI with Aegis Enterprise and Scaling Tech Companies with Uplift Sales
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Project Management tools are only effective if the data inside them is up to date and accurate - if not, they can cause more issues than they're worth. Only invest in a Project Management tool if you have the people in place to effectively use the tool, and you have a process in place to update/maintain the integrity of the data.

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2 Communication tools

Communication tools are vital for keeping in touch with your remote team and clients, and for ensuring that everyone is on the same page. They enable you to exchange messages, files, and feedback, as well as to conduct meetings, calls, and presentations. Some examples of communication tools are Slack, Zoom, Skype, and Google Meet. You should choose a tool that offers reliable and secure features, and that supports both synchronous and asynchronous communication modes.

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Kelly Sumners

Digital Global Services Leader @ KBC A Yokogawa Company | Technical Support, IT Operations
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In my experience one on ones with my employees is a key to success. Video on, talking small talk is important, check in on the entire family, knowing my employees personally as well as professionally is very important to achieve trust.

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Jamie Partridge

Building Secure, Scalable AI with Aegis Enterprise and Scaling Tech Companies with Uplift Sales
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A communication tool such as Slack/Teams is crucial for the management of remote teams. It can be cumbersome to communicate only via email, and it can be too time/energy consuming to jump on regular catch up calls - tools like slack/teams etc provide a nice middle ground of more informal messages + the ability to quickly bounce around ideas either 1-1 or in a group. The integrations with Slack are also very helpful in a sales context, you can set up Gmail/Outlook connections to see if prospects have accepted/declined invites or have responded to prospecting emails. We keep any important internal communications via email and then use Slack all the time to discuss ideas/brainstorm and sync up with the team.

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3 Collaboration tools

Collaboration tools are useful for facilitating teamwork and co-creation among your remote team members and clients. They allow you to share and edit documents, spreadsheets, slides, and other files, as well as to brainstorm and ideate together. Some examples of collaboration tools are Google Workspace, Microsoft Office 365, Dropbox, and Miro. You should choose a tool that enables real-time and seamless collaboration, and that supports multiple formats and platforms.

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Ulysses Gomez

Seeking job opportunities
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A great way to motivate our employees is to remove uncertainty by delivering a clear and consistent communication to everyone :)

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Jamie Partridge

Building Secure, Scalable AI with Aegis Enterprise and Scaling Tech Companies with Uplift Sales
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A very important point here is to focus on the word 'collaboration'. If you have multiple disconnected tools which are difficult to use and have data siloed all over the place, this doesn't help collaboration it actually makes it more difficult. The tools must be very user friendly and simple for people of all skill levels to use. Google Docs/Sheets make it really easy for one person to create a document and then other team members or management to open the document and add notes/revisions in real time. This dramatically speeds up the process of creating a pitch deck for a big deal, onboarding new customers, creating documents to help sales time book sales meetings etc.

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4 Quality assurance tools

Quality assurance tools are important for ensuring that your service delivery meets the standards and expectations of your clients, and for identifying and resolving any issues or errors. They help you to test, review, and improve the quality of your service outputs, such as software, websites, content, or designs. Some examples of quality assurance tools are Selenium, Bugsnag, Grammarly, and Adobe XD. You should choose a tool that matches your service type and scope, and that provides feedback and analytics.

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5 Customer satisfaction tools

Customer satisfaction tools are beneficial for measuring and enhancing the satisfaction and loyalty of your clients, and for collecting and acting on their feedback. They help you to survey, monitor, and analyze the satisfaction level of your clients, as well as to identify and address their pain points and needs. Some examples of customer satisfaction tools are SurveyMonkey, NPS, Zendesk, and HubSpot. You should choose a tool that allows you to customize and automate your surveys, and that integrates with your other tools and channels.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're leading a remote team. What Service Operations tools should you be using?

1

2

3

4

5

6

1 Project management tools

2 Communication tools

3 Collaboration tools

4 Quality assurance tools

5 Customer satisfaction tools

6 Here’s what else to consider

Service Operations

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You're leading a remote team. What Service Operations tools should you be using?

1

2

3

4

5

6

1 Project management tools

2 Communication tools

3 Collaboration tools

4 Quality assurance tools

5 Customer satisfaction tools

6 Here’s what else to consider

Service Operations

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