Delivering the best possible user experience while keeping operations lean comes down to staying on top of exponentially growing technology trends. In fact, 92 percent of executives feel they must adapt service models to keep up with customers’ needs. Without embracing innovative approaches to service management, companies are at risk for sinking productivity and falling behind. Consider learning more about the following three trends to stay relevant in the ever-evolving service management realm:
1. Contextual views
By providing users access to a spectrum of data from all their applications on a single user-friendly dashboard, contextual views offer a unique approach to improving productivity. Information is leveraged from existing systems but can be accessed with the minimum number of clicks. This system simplifies transitions to new technologies as well as updates to existing technologies, minimizing the disruption to workflow when consolidating software and enabling rapid access to data.
2. Workflow automation
One of the most common issues in network operation centers across the world is operational friction. Operational friction occurs when inefficient processes—such as manually copying and pasting items from system to system—slow down workflow within an organization.
Operational friction can be ameliorated with a workflow automation system, which handles repetitive, time-consuming tasks itself, allowing operations to respond to incidents in real-time. As a result, the potential for human error is eliminated and staff can focus on managing more complex issues. The simplified data exchange is invaluable to any organization with a desire for increased efficiency, better quality data and quick customer service response times.
3. Machine learning
A solution embodied by forward-thinkers, machine learning applies intelligence and predictive capabilities to address the complexities of managing data. Algorithms automatically sort incoming requests into specific categories, calculate associated risks and predict outcomes. The pre-calculated actions can dramatically reduce costs and enable teams to take on more inquires.
More than ever, adaptability and agility are key to satisfying customer expectations for attentive service. But 52 percent of companies are still using manual methods to handle field service rather than software solutions. Opportunities to consolidate operations are abundant and important to delivering solutions swiftly, so technology teams should leap at every capability to consolidate, automate and simplify service management processes.