Enterprise-Service-Management

Abstract

Transform your customer service, enhance your employee experience, and embrace a powered back office performance. With the speed of business so fast and customer and employee expectations of service now so high, organisations need to take steps to increase both employee and customer satisfaction. To do this, they need to dramatically improve the efficiency and integration of services, processes and workflows, and ensure they have the right technology platform to support this transformation. A step beyond IT Service Management, KPMG's Enterprise Service Management (ESM) is designed to help organisations of all sizes address these challenges. Current state The benefits of ESM Satisfaction Employees and customers confused with how to service their needs and frustrated at the time it takes to get things done. Things seem much harder than they need to be. Increased employee and customer satisfaction through a highly accessible "one-stop-shop" for all requests supported by automated workflows which significantly improve turnaround times.