Digital transformation has become a strategic factor in maintaining business competitiveness and involves a shift in the way we work and in the way both employees and customers interact.
ServiceTonic is committed to digital transformation and helps companies carry it out easily and effectively thanks to its Digitization Platform, which lets you digitize multiple departments across your company with a single solution.
So what are the main areas where ServiceTonic helps with digitization?
- IT Management (ITSM)
- Customer Service
- General Services / Maintenance
- Human Resources
- Marketing and Communications
- Legal
- Sales
- Managed Services
- Operations
Below is a detailed look at what ServiceTonic offers to drive digital transformation in each of these areas.
IT Management (ITSM)
It may sound paradoxical, but digital transformation also has to happen in the IT area, since without fully digitized IT Management it’s hard to make progress digitizing other areas. User support, full control over IT assets and infrastructure, process automation, and knowledge management are the main pillars on which digitization will rely in this area.
For this, ServiceTonic delivers extensive functionality to help digitize the IT area, fully aligned with ITIL best practices. This functionality includes the User Portal, the Service Catalog, business rules and workflows, a powerful knowledge base, and a suite of tools to efficiently manage IT infrastructure including the CMDB, NetworkTonic, and QRTonic.
More on IT Management (ITSM)
Customer Service
Digitizing customer service is a make-or-break factor for the smooth running of a company.
Effective digitization in this area improves communication between customers and the company across multiple channels — including chat, the collaborative tool, email, the customer portal, and/or the phone.
Better communication, in turn, boosts customer satisfaction levels and strengthens loyalty to the company providing the services.
Digitization also opens the door to new technologies such as the Chatbot, which helps increase productivity and deliver uninterrupted 24/7 service. It also makes work easier in cases involving distributed teams or where remote work is the norm — environments where the location of agents and customers is no longer a decisive factor for the smooth running of a company.
More on customer service software
General Services
The General Services or Maintenance department is responsible for keeping all facilities in perfect condition and in the right shape for the company to run its operations efficiently — electricity, plumbing, furniture, and HVAC. In many cases this area also covers services such as cleaning, security, travel management, audiovisual equipment management, and corporate telephony.
In this case, digital transformation helps General Services run more efficiently — streamlining the management of corrective maintenance and preventive maintenance, as well as managing every asset under its responsibility (with the option to tag them with a QR code) and benefiting from smoother communication between the department and the various users it serves, thanks to the omnichannel Service Desk.
ServiceTonic customers are already reaping the benefits of digital transformation in departments that handle both internal and external operations.
Human Resources
It’s important that the Human Resources department has tools to centralize employee requests regardless of physical location — especially when remote work is on the table.
With ServiceTonic, employees can submit their requests and inquiries to the HR department in ticket form, which means:
- Employees can easily process HR-related requests, queries, or claims such as time off, schedule changes, leave, personal data updates, tax withholdings, or anything else managed by the area.
- Both the HR team and employees can check the status of each ticket in real time, from anywhere.
- A complete history of every ticket handled is preserved.
On top of that, with ServiceTonic employees can easily log their working hours to comply with time-tracking regulations.
Marketing and Communications
Marketing and Communications departments receive requests from the rest of the company to run campaigns or prepare communications in a variety of formats. Digitizing the department improves the flow of information between everyone involved, automates validation and approval processes for completed work, and shortens turnaround times.
With ServiceTonic, each request can be automatically assigned to the right team through workflows and business rules. You can set commitment dates for tasks and even loop in external companies to handle parts of the work — helping deliverables get done quickly and effectively.
Legal
Many companies have a legal department that advises the rest of the business on legal matters but also validates that every administrative, commercial, and technical procedure is carried out in accordance with the relevant regulations, always with the company’s interests in mind.
In many cases, something as simple as onboarding a new client can require a process that ends in a contract signature but also involves gathering and validating information and documents that must be incorporated into the contract before it can be signed.
Handling these processes manually leads to inefficiencies and errors that can hurt the company’s own interests.
With ServiceTonic, these processes can be digitized and automated so each one is managed as one or several tickets following an established procedure — speeding up the work and reducing the chance of errors.
The legal department can also leverage the knowledge base to document procedures, maintain an up-to-date repository of documents (such as contract templates), and even publish them in the department’s web portal so the relevant departments can access this information.
Sales
ServiceTonic also extends digitization to the sales area — starting by automating the sales funnel, where every opportunity is logged as a ticket that moves through the funnel across the different sales stages until it converts into a customer.
The sales team and their managers get real-time information, from anywhere, on every opportunity and where it sits in the funnel, as well as on the pipeline — the set of actions taken to convert an opportunity into a customer.
They also get alerts, notifications, and action planning to ensure that every opportunity is properly managed with the end goal of closing deals.
Managed Services
Digital transformation is essential for service-provider companies to stay competitive.
In this case, more than ever, it’s critical to log every request, incident, or job done for the customer as a ticket so you have maximum control over operations, real-time visibility into your team’s workload, and assurance that every task is completed on time.
Capabilities such as SLA (Service Level Agreement) management, time tracking against service contracts such as maintenance agreements or hour banks, mobility for field technicians, and even the ability to capture customer signatures digitally all help deliver an optimal service.
The Customer Portal also delivers maximum value to your customer by giving them easy access to the service and visibility into the status of every service ticket being handled.
Finally, if the managed service involves the use or maintenance of assets, you can also leverage the CMDB for real-time control and information on every asset.
Operations
The operations area can’t sit out the digitization wave either — whether in a bank, a hospital, a manufacturer, a logistics company, a tech firm, utilities, a university, the public sector, or any other industry. Operations are the core of any company’s activity.
Digitizing processes, the communication between work teams or between the various departments that interact with operations, having real-time information on the tasks and projects underway, and controlling all the assets tied to operations are all part of the digital transformation process.
In this case, ServiceTonic’s flexibility also enables operations areas to tackle digital transformation easily and efficiently.
Benefits of having a Digitization Platform
A Digitization Platform aims to meet the needs of companies in their digital transformation journey, allowing them to reach goals that would be hard to achieve without digital technology.
ServiceTonic’s Digitization Platform provides the architecture companies need to digitize their business processes, deliver connected experiences to customers and employees, and gather actionable data to improve decision-making.