In this THREE-PART SERIES, we explain how and why Collaboration is the Core of Service Management Excellence. In Part 1, we discuss The Value of Omnichannel Self-Service in the Digital Age and how it aligns all your company’s existing modes of communication into a single customer-focused experience. Offering options in the way that your customers engage with IT is essential to providing the best customer service experience possible.
Part 2 of this series explains The Impact of Collaboration on Business Performance. Not only does collaboration positively impact your employees’ work, but it also impacts your company’s financial performance, customer satisfaction, product quality, and its propensity for innovation. Collaboration can generate positive Returns on Investment (ROI) and increase profits by helping your Sales team turn prospects into customers. And collaboration helps retain those customers for years to come by improving their satisfaction with your products and services.
Finally, Part 3 talks about The Power of Collaboration through Automation. Most IT personnel believe that ITSM automation is limited to relieving their teams of repetitive tasks. What many people do not realize, though, is that it also saves time and reduces the cost of the work being done. Additionally, automation empowers meaningful interactions and collaboration between service staff, customers, and other employees. Automated workflows integrated in an ITSM platform route requests to the proper party and then update team members who are collaborating on the task or project—so everyone stays informed and engaged. If requests need to be escalated, automation makes it simple to share the progress at any stage, without having to attend lengthy meetings or create and distribute status reports.