Savvy use of digital tools and technologies—such as robotic process automation (RPA) and artificial intelligence (AI)—can help companies turbocharge the performance of their support functions. How? Digital transforms these functions from merely transactional service factories into service-solution providers and strategic partners that unleash new value throughout the organization.
Armed with digital tools, employees in these functions can draw on the right data—from multiple sources, in real time—to swiftly deliver services tailored to the needs of their internal customers, at every step in the customer journey. That kind of service frees customers—employees, managers, and executives—to devote the lion’s share of their time and energy to activities that create the most value.
When people can focus on value-adding activities such as formulating effective strategies, designing successful marketing campaigns, analyzing the competitive landscape, and crafting smart business plans, they and their entire organization win.