A silo mentality is one of the biggest barriers to business success. Indeed, where different departments or offices don’t share information with others in the same company, efficiency and productivity are both reduced. And, with departmental silos a problem for most organisations, management teams must do more to ensure their teams have the mindset and the tools to break them down.
95% are frustrated by departmental silos, and believe them to be damaging digital transformation
Disparate sites and locations, managerial differences and security concerns are all reasons why office silos have developed. But with the customer now expecting to be put at the heart of their own experience – and a variety of different touch points that make up this experience – not tackling historical silos is no longer an option. You simply can’t have your call centre telling people one thing, while your marketing department is tweeting out opposing information.
Different departments often have different priorities, and they can be reluctant to open up and invite perceived scrutiny from elsewhere in the business. But regular meetings between managers is a must if you want to create an honest and open culture. Just as compelling, by ensuring managers know what other departments are working on, opportunities for collaboration and business improvements will arise.
Today’s technology can help you transform the customer experience, differentiate your organisation, and overtake the competition. But as long as different departments continue to use separate databanks, without sharing this info (or even being aware of what the other is doing), the benefits of tech will never be fully exploited.
Recognising this problem, there are lots of tools designed to facilitate communication between employees; with the best of these fuelled by the ever-increasing capabilities of the cloud.
SaaS (Software as a Service) applications are capable of performing a vast range of business tasks while opening up unprecedented opportunities for enhanced collaboration.
Creating a single, integrated infrastructure that works across your organisation, SaaS encourages the simplification and standardisation of business processes, while helping people in different teams and locations to work collaboratively with one another. Even better, with SaaS, real-time collaboration is possible. So, when an employee in one place makes a change, that information is immediately available to others, regardless of where they are. For example, because everything is available via the cloud, your engineers can fill in automated forms using any mobile device, with this information then automatically synced with your back office systems, in real-time.
So, service management software (correctly implemented) makes silos of data stashes and fragmented communications a thing of the past. But a unified approach to service manager software doesn’t just improve communication and coordination between departments; it can also help you to:
- Deliver an improved customer experience
- Reduce downtime
- Complete jobs quicker
- Reduce costs
- Stand out from the competition.
For service-led companies, SaaS based Service Management solutions play a crucial role in ensuring they have everything they need to improve ALL their business processes. To find out more about how we can help your employees to collaborate more effectively with Service Manager software, speak to a member of our team on 01942 261 671 or email firstname.lastname@example.org to find out more.
 CCA Global & KCOM, 2016 (contact centre managers)