Table of Contents
The way to organize your company efficiently
What is Enterprise Service Management?
Enterprise Service Management (ESM), also called Enterprise Social Management, is a business organization and management system oriented to services.
It is an operational architecture that sees each functional area or business unit as a service that offers services.
Internal services support each other to meet the external customer’s expectations. Reach high productivity and profitability by making internal operations more efficient.
The vision of Enterprise Service Management
The vision of Enterprise Service Management is to make the management of the company and internal services a proactive system that detects problems in all processes and daily tasks in order to improve efficiency continuously.
ESM perceives the company as a great service, both internally and externally, where everything is oriented to increase satisfaction with fast, suitable and high quality responses.
Benefits of running your business with ServiceTonic ESM
ITIL best practices endorse ESM ServiceTonic software to help you:
1. Create a productive working environment
Centralizing and automating processes in the Service Desk will create a productive workflow, improve communication between departments so they work aligned.
Digitization makes possible to standardize responses to speed resolution times and to create a common working system that forwards the essence of your brand.
Create a productive work system with the certified quality of ServiceTonic.
It will also reduce the administrative burden between departments with the employee self-service portal, where all the information they need is always available.
2. Centralize the management of all your services
By centralizing all your services on a single platform, you will eliminate the variety of heterogeneous departmental applications such as Excels, Access, etc. and exercise greater control over all processes and tasks performed daily.
The Service Desk makes the visualization of complex information easy through statistics, graphs and reports that will improve decision-making.
3. Save costs and resources of internal and administrative management
The automation of services with the Service Desk reduces operational costs, saves up management time and avoids human errors.
With only one ServiceTonic installation, you will optimize costs using a single tool for multiple departments.
The reduction of the administrative burden -such as internal emails- is key to productivity; it gives each department more time to pursue its strategic role.
4. Increase the level of customers satisfaction
Reach customer loyalty by ensuring a satisfactory experience.
ESM efficient organizations generate more with better quality, reduce costs and achieve successful and closer communication with the customer providing a multichannel service that integrates chat, phone, mail, user portal, surveys… ESM makes services exceed.
5. Continuously improve internal service
Generate useful knowledge from the records of all tasks digitized in tickets. Use the ESM Service Desk to improve your internal services continuously.
Automate repetitive tasks and answers, detect improvements in the workflows of your departments, and create a knowledge database that helps solve problems and incidents proactively.
6. Control the information
With the Service Desk you will be able to take greater control over the information that is generated in your company from all processes, tasks and services that are registered and centralized in a single point of management (SPOC).
Prevent loss of information and get useful knowledge for decision-making. Moreover, with the ServiceTonic Cloud solution, you will be able to access to all the information on your cell phone, at any time, from anywhere.
7. Expand knowledge about your company
Expanding knowledge about your company with reports, statistics and graphics with real-time information, you get to detect situations to prevent, establish improvements and reduce risks.
When you are able to visualize with real data how your company works, you are able to locate and work on strengths and weaknesses or to improve the performance process, among other things that influence the productivity and quality of the service.
In practice, Enterprise Service Management is to have a centralized management of all your company’s services, using several Service Desks, each with its own configuration and using just one installation of ServiceTonic.
Try for yourself the benefits of ServiceTonic ESM Service Desk in a free and personalized demonstration. We will guide to make the management of your services the most efficient without any commitment.
