How Service Providers Can Onboard New Customers Faster
Just as optimizing the new employee onboarding process benefits both the hiring company and the new employee, so optimizing new customer onboarding serves the interests of both service providers and their outsourcing customers. New customers are able to see value more quickly, and service providers are able to minimize onboarding costs while increasing their capacity to bring on new customers.
Service providers are able to benefit from enterprise request management (ERM) in two ways. First, like any organization, they can simplify the process for their own internal employees to request any type of shared service (e.g., from IT, HR, facilities, etc.) or resource, and accelerate service delivery processes through back-end automation.
Second, they can “pre-build” service portals for new customers. While each customer is unique, service providers often find that anywhere from 50% to 80% of service item templates are common across customers. For example, in IT, password resets and “order new laptop” are common service items.
Cloning or templating an existing service portal and then customizing the last 20% of unique service items—along with the branded “look and feel” for each new customer—is much faster than building a new portal from scratch for each new account. This approach can dramatically reduce the time required to build a new customer portal, from days to just hours.
Furthermore, “multisourcing” in a service provider environment often leads to highly complex and tightly coupled integrations making it increasingly difficult to adapt to changing business requirements. Architecting an agile workflow and integration strategy is key to staying relevant.
Internal workflow must be easy to change as needed. External service interfaces for customers and third party providers need to be defined, documented and easily understood. And service providers need to provide their customers with best practices for interfacing with those services in a way that keeps “finger-pointing” to a minimum as requirements change and organizations grow.
Such capabilities also help service providers differentiate themselves in competitive markets. And while IT outsourcers are generally the first to realize these benefits, the ERM concept can potentially be applied in any type of service provision that involves request management and service delivery. Speed thrills.
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- Questions about ERM strategy? Contact us.