When the Competitive Landscape Is Workflow vs. Workflow

2 minute read

By the end of 2018, large firms across the world were using an average of 129 software apps each. There are software apps for every purpose imaginable, so every company should have all their needs met, right? Security tracking? Check. HR compliance help? Check. So with all these issues all but taken care of, what separates the best companies from the rest?

In a word? Workflow.

When your competition is fierce and customers fickle, getting ahead means delivering better, faster, and more effectively than the available alternatives. How do you do this? Through workflow (or process) optimization that reduces costs, provides a better customer experience, and attracts better talent to your organization.


Reduce Costs and Improve Efficiency

Even the most advanced IT teams are spending as much as 30 percent of their time on basic “low-level” tasks due to clunky workflows. These inefficient workflows are often bogged down by multiple, disparate systems with data that may not be accurate. They require repetitive tasks that stop employees from doing what they are trained and paid to do.

To avoid these workflow issues, create a digital workflow that makes use of software, automation tools, and other technologies to automate manual tasks and processes. The effects of these improvements in core business processes will ripple across your organization, eliminating busywork for employees, and—perhaps most importantly—improve the overall quality of work life for people.


Provide a Better Customer Experience

Customer workflows need to be optimized, too.

“Research shows that effortless customer workflows are a disproportionate contributor to loyalty and where companies must prioritize,” says John Ryan, CMO of Crossfuze. “Customer frustration comes from channel switching, transfers, lack of personalization, repeating information, and too many interactions. Instead, let’s get customers to the right person with the right information who can help at the right time.”

For example, as the unemployment rate skyrocketed during the COVID pandemic, many people called into state agencies to receive help. However, many systems struggled to scale to the increased demand, and workers had a hard time getting help.

Don’t let the same thing happen to your business! Customer service is a key to business success. Set up a successful customer workflow that automates processes, gets customers to the right person at the right time, and creates a personalized experience. ServiceNow CSM is one platform that can support a great customer workflow and scale with your business.


Enable the Best Talent

With the need to work from home during the coronavirus pandemic, many workers learned to love the freedom working from home can provide. With working from home likely to continue, employers need to attract and retain employees who can deliver excellent work with minimal supervision. Today’s best employees expect the power to get answers and help—anytime, anywhere. Your employee workflows need to work with your employees’ goals, tools, Internet services, security, and devices.


The Proof is in the Process

Efficient workflows are critical for achieving impressive results. Optimize your workflows to reduce costs, provide a better customer experience, and enable better talent for your organization. ServiceNow is a great platform to support and optimize workflow, and Crossfuze can make sure you’re getting the most out of it. Contact us to learn how your workflows could transform your business.

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