The concept of digitalization platform is increasingly used by businesses and organizations, but what does it actually mean? Like many other technical terms, the interpretation can vary depending on the context. In this article, we explain what a digitization platform is in the context of Enterprise Service Management (ESM) and why it is a critical tool for creating a more cohesive and efficient business.
What is Enterprise Service Management (ESM)?
Enterprise Service Management is an evolution of IT Service Management (ITSM), where ITIL processes, originally used in IT departments, are spread to other parts of the business. Departments such as HR, Finance and Property have discovered the benefits of structured processes and are applying them to their own areas. ESM means that the same structured approach to service management is used across the organisation, leading to better collaboration, greater efficiency and more consistent service delivery.
Three steps towards an ESM solution
Step 0: Silos
At this stage, each department works on its own, isolated from the others. Each department focuses on its own needs and processes, leading to poor collaboration and inefficiencies.
Step 1: Shared tool
The next step is to share a common tool between departments. Here, terminology and work processes start to be harmonized, making collaboration between departments easier. By using a common platform, the organization can also reduce costs for different systems.
Step 2: Shared Service Desk (SPOC)
A Single Point of Contact (SPOC) means that the business establishes a single point of contact for service requests. This can be a portal or a phone number that handles cases from different departments, providing seamless and more efficient management of customer cases and workflows.
Step 3: Shared business processes
In this step, departments share not only tools, but also processes. For example, a common onboarding process can be used to introduce new employees. This creates a consistent and efficient working environment across the organization.
Why is a digitization platform needed?
To collaborate effectively, organizations need to share ways of working, processes and information flows. While many digital tools exist, they can create new silos if not used in a coordinated way. A digitalization platform acts as an integrating solution that helps to eliminate these silos and facilitate cross-departmental collaboration.
A good example of this is the healthcare sector's work on integrated medical records. Patients expect healthcare professionals to have access to their entire medical history, regardless of the healthcare provider they visit. A digitization platform enables this type of coherent information management and improves the patient experience.
The iceberg principle: the customer's view of the business
Customer experience can be likened to an iceberg where only 10% is visible above the surface, but this 10% shapes the customer's perception of the whole business. Customer service is often the only part of the business that the customer sees, and their experience of it affects how they view the company as a whole.
A digitization platform helps customer service to have access to all relevant information, allowing them to provide a fast and personalized service. Customer service agents can easily answer questions about cases, inform about next steps and provide a clear timeframe for solutions, improving customer experience and loyalty.
A good platform for digitization
A digitization platform should not only automate processes and information flows, but also create an integrated environment where people and departments can easily collaborate. By integrating digital tools, businesses can share information and processes seamlessly, leading to a better working environment and an improved customer experience.
With such a platform, businesses can optimize their internal processes, improve communication between departments and create stronger customer loyalty. Investing in a digitalization platform brings long-term benefits through increased efficiency, better collaboration and a more cohesive business.