Shared Services Center Software | Manage Service Requests
Manage shared services with a flexible, robust, and scalable service request system.
Shared services organizations (SSOs) and Shared Service Centers (SSCs) need to be flexible enough to provide personalized service while being able to scale quickly as request volume ebbs and flows, all while consistently meeting established Service Level Agreements and compliance rules. Request management and workflow automation software solutions can help ensure shared services agents meet First Time Right (FTR) expectations and follow efficient, standardized processes when handling service requests no matter where the agent or customer resides.
Whether you're providing services for finance, HR, IT, Marketing, Operations, Project Management, or any other capability, you need a powerful shared services tool that can meet your organization's expectations.
Providing an easy-to-use, responsive self-service portal is a critical element of any Shared Services operation. Employees need a streamlined and focused way of making service requests as well as tracking the status of their requests. Here's what you should expect from a self-service portal:
Whether employees are submitting expense approvals, requesting vacation time, ordering financial reports, or any of the myriad services your team manages, you need to be able to create custom, dynamic forms that are purpose-built for any type of interaction. You should also be able to limit the time an employee has to spend on any form by showing and hiding sections, pre-filling fields with known information, etc. That means you need a powerful form designer:
Task automation and assignment keeps the work flowing smoothly and ensures the right shared services resource handles the right task. Administrators can determine (and iterate) work assignment via business rules or logic sets that match available resources. This includes escalations and delegations as well as alerts and reminders that help ensure tasks are handled within service level agreement timeframes. You'll be able to:
One of the most common mistakes Shared Services leadership makes is not planning for the ability to demonstrate their effectiveness to senior leadership. This means being able to track all service process data and then providing executives with dashboards and reports that clearly present that data. With a system like Integrify, you can follow your team’s progress against Service Level Agreements and use scoreboards to track the overall efficiency of your processes to drive improvements.
All service performance data is stored in a secure, relational database. Reports can be displayed in real-time or scheduled for dissemination to leadership. Use visual reports and dashboards to paint a complete picture that can easily be shared around your organization.
Lastly, your shared service system should be able to talk to the rest of the enterprise applications in your organization. Because work outputs often need to reside in a system of record, we've built Integrify to integrate easily with a wide variety of third-party systems like accounting, HRIS, CRM, ERP, and more. We use an open API to make passing data to and from our system as seamless as possible.
We've worked with hundreds of large enterprises to design a software system that makes running a Shared Services Organization much easier. If you're considering investing in your first service management solution or replacing an existing solution, we're happy to provide a live, personalized demonstration so you can see Integrify in action.
To see how quickly you can begin automating your shared servicesprocesses, request a demonstration or trial of Integrify.
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