Benefits of uniting your services
With one go-to service point, it’s a no-brainer where customers can go for help. This not only increases transparency, it’ll make your customers’ experience skyrocket.
Bringing your service teams together boosts communication, making it easier to share tasks, workflows, best practices and knowledge - and ultimately help customers better.
Higher ROI and lower costs
Sharing the workload means operational costs go down. And you’ll also spare the expense of department-specific tools.
Higher quality of services
Using the strengths of each department means you'll solve problems faster, leaving more time for larger improvements like knowledge-centered service.
ESM in practice: Easy collaboration with workflows
Say you’ve got a new employee coming into work. HR needs to set up payroll and benefits. Facilities provides a desk and chair and IT sets up a new PC. Onboarding is a joint effort for service departments. But how can you keep track of progress across the boards?
With Workflows in TOPdesk, you can set up an automated chain of events for onboarding. New employee starting? All the service departments know what to do and when, giving the new employee a great experience on their first day.
The process for handling calls is now similar across departments, so it’s easier for us and our customers to keep track of calls.
One small step towards shared services
Let’s face it: Enterprise Service Management isn’t just about sharing tools. It also means collaborating on how you deliver your services. What this means? Well, if you’re ready to bring your services together, you can:
- Start applying best practices from each team
- Set communal goals
- Create reports that cover the goals of multiple teams
- Manage expectations and enforce SLAs.
With your processes aligned, you’ll be able to give your customers a better experience while freeing up valuable resources to invest in other areas.