Ever felt like your shared services team is more focused on processes than people?
Yeah, me too. After 20+ years in the shared services game, I can’t tell you how often I’ve seen organizations get tangled up in their own systems. It’s like being in a maze where the exit is hidden behind outdated workflows and rigid policies. The truth is, if we want to survive and thrive in shared services transformation, it’s all about customer-centricity.
When I first started diving into the deep end of shared services, I quickly learned that real wins come when we put customers—both internal and external—at the center of our strategies. Let’s break down how we can turn our approach around and start winning with customer-centricity.
Understanding Your Customer’s Needs
What do your customers really want? And I don’t mean your boss or the higher-ups. I’m talking about the people whose lives you touch with your services. Take a moment and think about this:
- Do they want speed?
- Do they crave personalized solutions?
- Or, is consistency the name of the game?
Understanding your customer’s needs isn’t just crucial; it’s foundational. Here’s a simple but effective tip: listen. Yes, it’s that straightforward. Set up regular check-ins, feedback sessions, or surveys. You’d be surprised at the insights that will bubble up. Their feedback can steer your entire transformation effort.
Process Optimization to Serve Better
Now, let’s tackle process optimization. You may ask, how does this tie into shared services transformation? Well, when you shine the spotlight on efficiency and clarity in your processes, your team can ultimately serve customers better.
Here are some quick wins for your process optimization:
- **Map your processes:** Start by understanding where you stand.
- **Identify bottlenecks:** Look for friction points that slow down your services.
- **Streamline where possible:** Eliminate redundancies. Think more straightforward workflows.
For instance, I once worked with a team that spent hours duplicating data entry across platforms. It took a few brainstorming sessions, but we managed to automate that process, saving countless hours of frustration. Not only did it free up time for associates, but customer interactions improved significantly, showcasing the value of shared services transformation.
People-Centric Culture
But wait—your people matter, too. If you’re not fostering a strong culture within your shared services environment, customer-centricity becomes a distant goal. Here’s the kicker: when your team feels valued and engaged, they’re far more likely to pass that positivity onto your customers.
Consider these actions:
- **Encourage innovation:** Give your team the freedom to explore new ideas.
- **Celebrate successes:** Recognize and reward milestones.
- **Promote collaboration:** Break down silos between departments.
Creating a people-centric culture isn’t merely a feel-good initiative; it’s a business strategy that directly impacts the service experience.
Leverage Technology for Better Interaction
In today’s world, technology is your trusty sidekick in the quest for customer-centricity. Think of yourself as Batman, and the right tech tools as your gadgets. Whether it’s CRM systems, data analytics, or AI-driven chatbots, the right technology can enhance communication and streamline service delivery.
Implement solutions that allow for:
- **Real-time feedback:** Use customer experiences to iterate quickly.
- **Enhanced visibility:** Monitor performance across various service levels.
- **Personalization:** Tailor services based on customer preferences.
In a project I led, integrating a robust customer feedback tool helped us identify gaps in service delivery. It wasn’t just about numbers; the insights gave us a roadmap to enhance interactions significantly.
Measure Success Through Customer Outcomes
Ok, so you’ve established processes, built a strong culture, and embraced technology. But how do you know if it’s working? The answer is simple: metrics.
Shift your focus from traditional metrics like response times to customer outcomes. Ask questions such as:
Are our customers happier?
Are they recommending us to others?
Are we meeting their expectations?
Track customer satisfaction scores, Net Promoter Scores (NPS), and even employee engagement metrics. All of these will give you a clearer picture of how customer-centric your shared services transformation really is.
Wrap-Up: Winning with Customer-Centricity
Transforming your shared services isn’t a quick fix; it’s a journey. By focusing on customer-centricity, you’re not just driving operational efficiency but also fostering genuine relationships—internally and externally.
Don’t forget, the path ahead includes continuous learning and adapting. If you make your customers the focal point of everything you do, you’ll find success as you forge ahead.
Explore more about shared services transformation on THE GBS EDGE, where I share insights that can help you level up your organization.
