Shared Service Management - ESM Enterprise Service Management Platform - Enterprise-level Shared Service Center, Process Software

Intelligent upgrade of enterprise service desk and intelligent delivery of employee services

Lengthy collaboration process

Cross-departmental collaboration relies on manual processes and email approvals, resulting in low efficiency and poor transparency?

Service entrance fragmentation

The systems of various functional departments are scattered, and employees or business departments cannot find the entrance to submit their needs?

Transaction processing is highly dependent on manpower

Forms, allocations, and tracking are all driven by manpower, making process standardization difficult to implement?

Low knowledge reuse rate

Documents for various functions are managed separately, common problems are handled repeatedly, and experience is difficult to accumulate?

Lack of closed loop of operational data

Service quality is difficult to quantify, and managers have no way to optimize resources and processes?

Create a unified service portal to improve service experience and operational efficiency

: One-stop service directory
Aggregate various functional services (such as HR, finance, IT, etc.) to allow employees and managers to handle or query matters through a unified portal
AI Intelligent Customer Service
24/7 online Q&A, automatically responding to service requests and various consultations based on the knowledge base
Multi-channel bill of lading capabilities
Supports text, voice, image and other input methods, AI parses content and fills in forms, simplifying the submission process

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Break through functional barriers and achieve process automation and collaborative closed loop

: Visual process design
Functional departments can independently configure approval processes to achieve cross-departmental processing standardization and flexible adjustment
Intelligent task distribution
The system automatically assigns tasks to the best handler according to the rules, improving processing efficiency and accuracy
Process status tracking
View the status and processing progress of each process link in real time, support abnormal node warning and rapid response, and ensure process closed loop

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Empowering sharing centers to independently manage services and knowledge

: Low-code service configuration
Support business personnel to independently create forms, views and flow rules, and quickly launch shared service items
Enterprise Knowledge Center
Each function maintains rules and regulations, operating instructions, and frequently asked questions in a unified manner, supporting classification management and full-text search
AI empowers knowledge circulation
AI helps generate knowledge, recommend tags, and optimize content to improve knowledge availability and service quality.

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The entire service process is visible, and data drives continuous optimization

: SLA management and early warning
Set the service commitment time limit for different matters, and the system will automatically monitor and remind you of abnormalities
Multi-dimensional data analysis
View core indicators such as service request volume, response rate, satisfaction, knowledge utilization rate, etc. in real time to provide decision-making basis for operational improvement
Process Performance Attribution
By associating service links with operator performance through data, we can help identify bottlenecks and optimization directions, and drive refined operations.

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Core feature highlights

01.

Shared Services Portal

A unified portal for shared services, providing catalog, self-service, status tracking, and other capabilities
02.

AI intelligent question answering

Automatically respond to consulting requests from employees or business departments 24/7 based on the company's knowledge base
03.

Service Request Management

Manage the complete lifecycle of shared services, such as onboarding, compensation, reimbursement, system permissions, etc.
04.

Process Engine

Support cross-departmental process configuration, approval and automated flow to reduce manual intervention
05.

Knowledge Management

Centralized storage and sharing of service-related knowledge, supporting AI processing and recommendation mechanisms
06.

Manual customer service

Requests can be transferred to manual customer service at any time to improve the ability to handle complex transactions
07.

call center

Supports processing service requests through call centers to achieve unified acceptance through multiple channels
08.

Service Workbench

Provide a unified work order management and execution platform for all functional service personnel
09.

Service Performance Dashboard

Real-time display of key performance indicators to assist the shared center in continuous optimization management
10.

Intelligent service analysis

Use AI to identify service bottlenecks and improvement opportunities, thereby improving service efficiency and satisfaction.

Solution Advantages

Improve operational efficiency

Unified entrance and unified standards to improve service consistency and employee satisfaction
Data-driven governance

Unified entrance and unified standards to improve service consistency and employee satisfaction
Enhance organizational agility

Unified entrance and unified standards to improve service consistency and employee satisfaction
Reduce operating costs

Unified entrance and unified standards to improve service consistency and employee satisfaction
Promoting cross-departmental collaboration

Open up multi-functional service links to improve information sharing and collaboration efficiency.
Standardize resource allocation and reduce collaboration costs

Efficient allocation of human and equipment resources can be achieved through visual dashboards and preset allocation rules.