30/03/2020 | blog

Getting started is always the hardest part. We’ve all had our moment staring at a blank page and wondering how to kick it off. The cure for this is never quite obvious, some things work for some and not for others. So, In order for you to not start off from square one on your own, in this article we thought we’d give you a few ideas of where to start at your ITO organization. Because we noticed you handle quite the array of work, from the very big corporations to the small town operations, and we thought — like a techie in a hardware store — perhaps you’ve been somewhat blinded by the choice. In order to help, the following examples will focus your view and show you how to get started towards improving your ITO business with intelligent automation.

Client System Integration

After you’ve signed on the dotted line and have a new client onboard, you really want to make the best impression possible. In order to achieve this, as we’re sure you are aware, it is paramount to make a strong impression on services quickly. Showing the hallmark of quality that your business can really deliver.

However, in the early phase of a contract, trying to get client systems to communicate with yours can be challenging. This causes the works and progress towards improving the operating model to be sluggish. An approach taken by some is to deploy APIs, or attempt to integrate the two systems from the get-go, but while this does work it isn’t a rapid solution.

Instead, business leaders should look toward intelligent automation to remedy this situation. By using digital workers as agents to double key information between systems, data can be transferred between your system and the clients’ in real time. This means that the clients ticket system for instance can put all the relevant information at the clients finger tips, while you put that improvement initiative into action.

Network monitoring SLAs

If you’re like any of our clients, or actually our own tech team, you’re constantly under the shadow of SLAs. You are either expected to meet, or exceed them, and when they do shift to green, the goal posts are shifted. The reason for this is obviously to retain customers and beat of competitors, but it doesn’t make it any less challenging. People and resources are limited after all. Not to mention expensive.

Thankfully, Intelligent Automation can help reduce the costs and improve your service. For instance, by deploying digital labor into network monitoring services daily health and configuration checks can be performed on mass — before being triaged to staff members if extra work is required. Not only does this significantly cut the amount of time spent reacting to false alarms and easier task of meeting SLAs, but it also can free up staff to spend on tasks requiring their highly skilled technical capabilities.

Ticket Handling

As an ITO, you want to be able to handle more tickets without increasing expenditure: a feat that may seem implausible. But, if you think to use technology instead of simply putting more people in the loop, it quickly becomes clear you can achieve this. By deploying Intelligent Automation into ticket handling, you can get more out of your team and handle more tickets. Here’s how.

Take an ITO help desk for instance, it may have 10 different touchpoints in which staff capture information, log it, triage it and respond to it. That may seem like a lot, but in our experience it really isn’t, especially once you consider the possibility of swivel chairing between applications. By using Intelligent Automation in the process, you essentially cut down the amount of touch, or handling points, from 10 to around 2. The result of such a reduction is simple. You get an incredible improvement in performance, but you get something more important. You get an actual cultural change — as people now have more engaging and positive work with the opportunity to add more value to the client.

Collate Real-time Information

Collecting data can be a tedious but necessary task. We all need to report in one way or another about how our project is doing and ITOs are no different. They must report on everything from Sales to the Service Desk. While we all know the importance of these reports, actually building them isn’t an enjoyable task most of the time. On top of this,  it can also be incredibly time consuming, as points sit in different systems and sometimes we find that there are two versions of the truth.

Instead of having your staff labor over this, why not deploy digital workers to do it instead. By having virtual workers pull the data, you can know that the information will be cross referenced to ensure it is the single version of the truth, giving time back to employees to analyse the information. So, the next time you request a report, it won’t be there in a few days but there in a few moments — giving you time to analyze before the big meeting at 10am.

Hopefully these ideas will ignite your imagination and give you some focus to see the automations that will work for your business.

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