I have been watching with keen interest the convergence of social networking and enterprise mobility. Recently, SAP mobility partner, ClickSoftware announced a social media extension to their SAP Workforce Scheduling and Optimization solution that is very interesting and worth highlighting.
Customers can book and change service appointments directly on a service organization’s Facebook page. Customers can receive reminders and notifications on the expected arrival time of the field service engineer to minimize wait times. With this extension, Facebook becomes yet another interaction channel for ClickContact, which can also integrate two-way communication with company web pages, automated voice calls, e-mail and SMS. Customers may select their preferred channels of communication at any time.
Right now, Facebook does not support this application extension on the Facebook mobile application, but this is expected in the near future. So today the customer accesses Facebook from their browser and books or reschedules their appointment. How does this relate to mobility? Customers can configure the Facebook application to send notifications to their smartphones via email, voice message, Facebook notification or text.
