Enabling Self-Service Technology – Its ROI & Empowerment for CFOs, CIOs & CTOs: Summary of a 10-Part Series

Just as we introduced self-service technology for CFOs, CIOs, and CTOs, we will summarize all of the advice and information given in this series so you can have it at your fingertips. Each article offers a deeper look at specific subjects. But, taken as a whole, we hope this series will inspire and guide you. Of course, if you have any questions or ideas around enabling self-service technology and unlocking its ROI and empowerment, please reach out to us!

ROI for Beginners

Self-service technology, when designed and implemented strategically, will provide a return on investment. We see three key areas of value: time savings, quick user submission, and rapid resolution of service requests.

ROI at a College Level

This article looks closely at ROI, exploring how an effective system enables escalation of requests to higher visibility and faster resolution. It also allows organizations to understand who their best service-responders are, and why, so all employees can strive for greatness. Finally, self-service combined with alerts and notifications will also improve responsiveness.

ROI at a Grad School Level

As we dive deeper into self-service technology and ROI, we see more value taking shape. This article explores the benefits of self-serve tech regarding data integrity, with all requests uniform in form, disposition, resolution and auditability. This also improves statistical and historical accuracy. 

This article also explores how user-friendly self-service forms can be, which brings a high RO value in and of itself. 

ROI at Post-Grad Level

With more real-world case studies, this article explores how self-service portal requests can be automatically routed for efficiency and customer satisfaction. It expands the ROI of this feature further by exploring how those involved can provide hidden or visible comments and collaboration. And, crucially, the details and data from these operations can be kept and tracked for both audit and analysis.

Department managers can combine, segment, filter, and sort data. This means the organization can pick out trends, proactively anticipate problems, make corrections, ensure accountability and safety, and justify future investments. 

As with any form of digital transformation, self-service technology offers a key form of value: data. By reading this article and working with our team at GroupLink, your organization can learn exactly why data is valuable, and how to use it to your best advantage. 

User Empowerment Successes

Read this article to understand what empowerment means for users! We explore user creativity, engagement with the user audience, respect for the user, anonymity when needed, and ways to bring technology to the masses. 

Here’s a sneak preview: empowerment via self-service technology means users can easily access processes, options, and information needed to meet their goals. It means that companies are being proactive with self-service, using data to understand when a user might need guidance, and offering simple, intuitive service options.

User Empowerment Case Examples

Seeing how other companies and organizations have found success with self-service technology is an important part of understanding the potential this tech holds. Here, we share user empowerment case examples, highlighting real organizations like yours. 

Learn about a company involved in business automation, a business looking for a new self-service platform, and a firm of 13 information professionals supporting 70,000 people with self-service technology. Each case study provides valuable lessons you can apply to your own company. 

Starting Small and Celebrating Successes

Digital transformation, including implementing self-service technology, does not need to be a race to the finish line. In fact, we recommend the opposite! Taking on a small pilot project is an excellent way to test employee buy-in, user satisfaction, and results before committing to something larger.

Our real-world case studies show how other companies moved slowly, while still celebrating their successes. Both are important: starting small is realistic, and celebrating even the littlest wins keeps morale high. This furthers corporate buy-in and satisfaction with self-service technology, making it easier to implement future technology.

Implementation Goals, Metrics and Timelines

With insight into why self-service technology is important and how it will transform user empowerment, as well as bring value to your business, it’s time to get to work. All of this learning comes together with advice on how to implement the technology you choose. Your organization needs to set goals, decide how to measure success, and create a timeline for rolling out new platforms and processes. Grouplink’s software will help your organization meet eWorkflow, work from home, and IT service management needs. Choose Workflow Process and Incident Tracking, GroupLink Self-Service Portal, or GroupLink for SafestSchools and learn how self-service technology can transform your work for the better.

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