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Four steps to provide Employee Service Management

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GOAL: Provide an Employee Service Management (ESM) solution

ESM is an essential aspect of modern business operations. It involves creating a seamless, connected experience for all employee interactions with the organization’s internal functions such as HR, IT, Facilities, Finance, and more. This can include your external stakeholders, customers, partners, or suppliers.

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STEP 1
Build an omni-channel AI user experience

ESM is an essential aspect of modern business operations. It involves creating a seamless, connected experience for all employee interactions with the organization’s internal functions such as HR, IT, Facilities, Finance, and more. This can include your external stakeholders, customers, partners, or suppliers.

With an omni-channel AI user experience, you can:

  • Provide a unified and context-aware service
  • Better understand the user’s preferences

STEP 2
Use workflows to automate service requests

Automating service request fulfillment involves implementing a systematic, rule-based process that guides service requests through various stages by utilizing a low code/no code platform, from approval to fulfillment. By defining specific steps, conditions, and actions, these workflows eliminate manual interventions, reduce errors, and accelerate response times. Whether in customer service, IT, HR, or other domains, automated workflows ensure that requests are handled consistently and efficiently, aligning with predefined business rules and best practices. The outcome is a finely tuned, crystal-clear, and swiftly adaptive process that amplifies productivity while elevating the gauge of customer contentment.

Automating service requests with workflows enables you to:
  • Build a streamlined, transparent, and responsive process
  • Enhance productivity and customer satisfaction

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STEP 3
Ensure the business processes respect their SLAs

This involves implementing, monitoring, management, and compliance mechanisms to meet the agreed-upon service standards. SLAs define the expected level of service between a service provider and a customer, outlining specific performance criteria such as response times, availability, and quality. Through ongoing monitoring of performance in alignment with these benchmarks, the enterprise can promptly spot emerging concerns, implement necessary remedies, and furnish open visibility to stakeholders. This commitment to meeting SLAs not only fosters trust and satisfaction among customers but also supports regulatory compliance and promotes operational excellence within the organization.

Respecting SLAs empowers the business to:
  • Identify potential issues early
  • Take corrective actions when needed
  • Provide transparency to stakeholders

STEP 4
Extend the employee self-service experience across the enterprise

Implementation and integration of self-service portals and tools throughout various departments and functions within an organization, and the backend enterprise applications running the business. This enables employees to access information, request services, and manage personal details autonomously, without the need for direct human intervention. Offering a cohesive and harmonized self-service hub empowers employees to seamlessly connect them to various parts of the business like HR, IT, and Finance, as well as enterprise applications such as ERPs and CRMs. The result is increased efficiency, empowerment, and satisfaction among employees, as well as a streamlined and cohesive approach to managing internal service needs across the entire organization.

Developing self-service capabilities across the enterprise helps the organization to:

  • Provide a consistent and unified self-service platform
  • Navigate across all lines of business & other domains, such as ERPs, CRMs, etc.

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