Business efficiency is built on efficient work. Still, many employees struggle with unclear routines, even when solutions for flowing work weeks are at hand. Sofigate experts Elisa Nieminen and Juha Kujala reveal how to maximise your work efficiency and build a more efficient business with service management platforms.
It’s on everybody’s lips now, the future of work. One of the key arguments in the public debate is that up to 85 % of work is the same in all organisations.
Let’s focus on that argument. If most work is the same and done repeatedly, what does it mean in the perspective of companies and organisations?
The important thing is to make that 85 percent of work as efficient as possible. This way, you make time for things that make you stand out from the others. Unclear routines, processes, and work must disappear or be made faster, smarter, and more agile – indeed, flowing.
Service management platforms help work flow smoother
The definition of flow for us here means modeling the routine processes, and the partial or whole automatisation or servitisation of unclear work. You can clarify unclear work by distinct roles, workflow, and targets. The tools for change and the practical implementation of digitalising of work have developed tremendously in the past years. The platforms for service management, e.g. ServiceNow and BMC, are nowadays very versatile. They help make service processes smart and customer experience more compelling.
Efficiency increases when technology serves people. How? Read our experts’ answers here.
Free up time for creativity while building business efficiency
Processes and workflows are the brains for the service management platform. They force the organisation to focus on the fundamentals: Why are these processes made? What value do we produce in this phase of work? What does the customer really want?
This is how you end up in a situation where you must unfold the unclear work processes and simplify them. Therefore the chances for automation increase. Flowing smart processes are not that time-consuming, so you free up time for other things – like creative work.
The platform for service management is at the core of action and must be combined with the ecosystem: the other partners producing the services and systems. If it is not, the interaction between different actors and services is not fulfilling and the service management’s time is wasted in copying information. Integration with central systems and key companions is often enough for transparent service management.
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Thought-out user experience and service management are closely linked
On top of helping to make your employees’ day-to-day repeating tasks flow more smoothly, a service management platform can also help with user experience. In fact, a good platform for service management goes hand in hand with an up-to-date and carefully considered user experience. This experience is pleasant and coherent, not a collection of different parts of processes.
It is much easier to build an excellent user experience on top of a well-working service mechanism than to build a service unit that in every way tries to hide the problems of the service mechanism behind it.
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Elisa Nieminen is in charge of the Service Management area of business at Sofigate. She is an expert in leadership and service development. Elisa enjoys it when tools like ServiceNow and BMC create solutions to problems.
Juha Kujala is the Chief Technology Officer of Service Management at Sofigate. He has experience in service management in the roles of a customer, a service provider, and a consultant. His strong technology skills and vision help the customer to build the service management of the future.
Advice on how to build a service management platform – video: