By Head of ASEAN Business at Freshworks, Vinod Chandramouli
Consumers enjoy using self-service options because they instantly get the answers they need. In Singapore, these options have become so popular that customers reported higher satisfaction when using self-service check out options at supermarkets, fast food restaurants, and Changi Airport than with a cashier, according to research by Singapore Management University (SMU).
Similarly, employees expect the same quality of service they receive as commercial customers in the organisation they work for. Creating an IT self-service portal is an excellent way to deliver on their expectations to help them get their job done. While IT portals are not new, they have evolved into web-based portals that can be set up for more than IT services and companies are recognising their value as a central repository, platform for sharing announcements and as a way to streamline work processes.
Every organisation aspires to make information easier to find and self-service portals can be used for much more than an IT store front. IDC found that over 54 percent of Asia Pacific’s respondents believed their organisation planned to increase their spend on digital workplace-related services in the next year to meet employees’ needs. Applications, resources, and documents supporting all business functions can be included in an IT self-service portal so that it is accessible from multiple locations anytime employees need it.
Self-service portal requirements will vary from company to company, and depend on whether it is intended to be customer- or employee-facing, but there are some commonalities in how they are used.
Employees can access the portal to request help and review frequently asked questions. As organisations connect more applications and feed more information into the portal, it becomes more valuable as a knowledge centre.
In the Human Resources function, for example, it is important for teams to simplify onboarding of new employees, recruitment processes and make information such as policies and procedures, benefits, and staff directories known to employees. Using an IT self-service portal as a dedicated internal gateway to information can enable simple, streamlined, and efficient systems for HR teams and employees.
Facilities management is another business function with mostly outdated processes consisting of a combination of emails, spreadsheets, and documents to manage maintenance and operations. Employee interactions are also limited to calls and emails that are supported by manual and labour-intensive workflows. An IT self-service portal can provide employees with an automated service to request services easily.
This improves the quality and efficiency of facilities management, while delivering a consumer-like experience, consistency, and speed to employees.
Self-service portals can also automate expense management tasks such as payroll, subscription renewals and billing for finance departments. Finance teams can connect, store, and share business transactions as well as have visibility into documents, balances, due dates, payments received, and amount due. Go-to-market operations for the sales, marketing, and service teams are also useful to feature in a self-service portal. It can be customised to improve processes between teams, such as account transfer requests, collaboration deals, case study requests, campaign services, outreach support, and data requests, as well as enhance their engagement with customers.
Self-service features and requirements should be unique to your organisation’s needs and focus on simplifying employees’ jobs. Organisations must also make sure that internal self-service portals provide information and services securely. Any personal information in the portal requires a data protection strategy that keeps data safe behind a login page. When it is easier for employees to access information and get their job done, companies report higher engagement and retention from employees, which translates into greater customer satisfaction and revenue growth according to Deloitte.
Whether the purpose of the self-service portal is to help employees with HR-related tasks or IT-related queries, the overall benefits are the same. Internal processes are allowed to be completed faster, and at a lower cost, while employees are more productive and satisfied in their jobs.
The bar has been set high by consumer experiences but meeting these expectations in the workplace is worth it in the long term.
