There is a balance, you can't have a system or technology managing customers and engineers 100%, because stating the obvious, customers and engineers are all individuals and need egos massaging and an individual approach to get the best from them, that's where management comes in. If you fail to select the right calibration of service manager, develop them and lead them from the top by someone who actually knows how to manage, then you are at best not going to grow the business, at worse you are on the spiral to oblivion