GBS é Now

By providing a single GBS portal, you can help enable users to access multiple GBS functions and knowledge articles using the devices and channels that are most convenient for them. The GBS portal acts as an engagement layer that integrates services across different functions. This conceals the complexity of working on disparate technologies. 

Automated workflows reduce energy spent on repetitive tasks and allow workers to focus on higher-value work. All of this improves engagement and gives employees time back. And we’ll help you empower GBS agents with better workspaces and tools. This will ultimately help improve the work experience of your people, as they serve your enterprise.

We help amplify the benefits of advanced analytics by identifying improvement opportunities across end-to-end processes, rather than isolated tasks. And with persona-oriented dashboards that integrate information from the edge-to-edge journeys served, you’ll gain the insights you need to make data-driven decisions.

With this taxonomy, the enterprise can better organize their services to create a global service portfolio. And by classifying the available services, they can also enable more effective knowledge management.

With a global service catalog that is vertically and horizontally integrated across a few strategic enterprise functions and user intent, GBS organizations can provide enhanced experiences for users, even when their requests are complex.

This capability allows organizations to create, curate, and harvest knowledge to power continuous improvement. At the same time, it can enable self-service, ensuring that people have access to the information they need, when they need it.

A unified portal enables self-service and boosts operational efficiency by providing access to the service catalog and knowledge management. And the data it captures can provide real-time visibility into order volume, velocity, and automation levels.

Provide users with a single, first point-of-contact to access more—or all—GBS functions via universal request or virtual agent support on mobile or desktop portals. This enables self-service capabilities for employees, along with relevant, in-the-moment knowledge articles and real-time status updates. In addition, organizations can improve engagement and give back time to GBS agents and end users.

Use the power of ServiceNow  to workflow user journeys for edge-to-edge, delivery-integrating services across different functions. A unified system of action can conceal the complexity of working on disparate technologies while improving how agents work from end-to-end. The result is reduced “swivel-chairing” between different tools and significantly improved resolution times.

Shift routine work away from email, phone, and desk agents, and provide fast access to care agents so they can quickly resolve highly sensitive and complex problems. With better workspaces and tools that are integrated with back-end enterprise systems, GBS agents can effectively improve the work experience of the organization’s people.