Improve Enterprise Services
Deliver quality enterprise services that create
frictionless experiences at lower cost
Your challenges
Functional leaders across HR, IT, Shared Services, Finance, Workplace, GBS (etc.) responsible for the design and delivery of employee-serving products & services share with us their challenges:
I am expected to rapidly digitize to deliver more efficiently and create a great experience for internal customers.
It’s hard to unify the siloed efforts that make up cross-functional service delivery.
It’s not always easy to understand what is getting in the way of adoption of new products and services.
We track many transactional & operational KPIs, but it’s still hard to know where and why there is friction for our people, and if our efforts are addressing it.
We help leaders tackle these challenges simultaneously, by centering on experience.
Examples service experiences for employees include:
• I get support with a tech issue
• I take a leave of absence
• I get my expenses reimbursed
Our approach
Experience-centric
Given employees are the customer / user of your services, their experience is the ultimate way to understand the quality of your services and amount of friction within them.
Data-driven
By collecting just the right amount of data at the right level of detail from internal customers / users / employees, you can identify and remove friction in enterprise services
Cross-functional
When you center the experience and bring the right data, you can equip all cross-functional players with the data they need to improve what is in their remit.
Closed-loop
Tracking these KPIs over time allows organizations to assess the impact of their investments to improve enterprise services, thereby increasing adoption rates, lowering requests for support, etc.
Our support
We help you build the capability to continuously identify & remove friction to improve service experiences. We do this in two ways:
1. Diagnose and improve service experiences
2. Evolve how your function operates to continously improve service experiences
Example work
A global consumer-package goods organization was facing a board-driven target to significantly reduce the cost to serve of all support functions, without sacrificing service quality. We partnered with cross-functional leaders across HR, IT, Workplace and Finance to help them deliver on their “frictionless services” agenda.
First, we helped them drive impact with a first use case:
Build the custom measurement of their service experiences, using FOUNT for a targeted set of services
Analyze findings and prioritize high importance / low satisfaction service experiences
Identify the cause of friction / poor experience in any given service experience
Define stakeholders who need data and mechanism to channel data
Enable stakeholders to maximize use of data
Help service / product owners co-create improvements with customers / users / employees
Re-measure service experiences and prove impact on downstream business outcomes
Then, we help them systematize this way of operating and extend it to full coverage of products and services:
Define roadmap of services to bring this approach to
Define continuous measurement strategy
Define & implement evolved way of operating with this data
- Roles & responsibilities
- Metrics & KPIs
- Decision-making (prioritization, investment / resource allocation)
- Enablement of service / product owners
Ready to continuously improve work experiences?
We can help
Contact us for more
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