Imagine a workplace where requests for a new laptop, queries about holiday pay and orders of office supplies are all handled on the same, efficient platform. This is the core of Enterprise Service Management (ESM) – a strategy where we apply familiar service design principles from the IT department across the entire organisation, including HR and Facility Management. The goal is to break down silos, create transparency and deliver an outstanding internal service experience for all employees.
Zendesk: More than just customer service
Zendesk is ideal for ESM, because the platform is built to be flexible and scalable. We can configure Zendesk to act as a central service hub for the entire company. Instead of scattered emails and unmanageable Excel sheets, we bring all internal enquiries together in one place.
The key features we leverage are:
- Service Catalog: We build an internal store where employees can easily order standardised services such as "Request a new employee", "Book a meeting room" or "Order equipment".
- Intelligent Workflows: Using automations and triggers, we ensure that each request is automatically routed to the right person or department, tasks are assigned, and relevant parties receive notifications.
- Centralised Knowledge Base (Guide): We create an internal library of articles and guides, so that employees can find answers themselves to frequently asked questions about, for example, IT policies, holiday rules or how to order catering for a meeting.
Concrete examples in practice
With Zendesk as an ESM platform, we can handle a wide range of tasks:
- The IT department: Onboarding new employees (creating users, ordering equipment), handling support cases (e.g. "my printer is not working") and managing software licences.
- The HR department: Processing applications for holiday and leave, answering questions about pay and benefits, and managing the offboarding process.
- Facility Management: Receiving fault reports (e.g. "the light in meeting room 3 is flickering"), booking company cars and handling orders of office supplies.
Benefits of a centralised platform
Bringing these functions together in Zendesk provides significant benefits:
- Efficiency: Automated workflows reduce manual work and ensure that tasks are not forgotten.
- Transparency: Both employees and managers can follow the status of their cases and gain insight into reply times and resolution rates.
- Improved employee experience: It becomes easy and intuitive for employees to get help, which increases satisfaction and productivity.
- Data-driven insight: We can analyse data across departments to identify bottlenecks and further optimise our internal services.
How we at Available can help
We are specialists in tailoring Zendesk to exactly your organisation's needs. We help you map your current processes, design a customised Service Catalog, set up the necessary workflows and train your teams to use the platform effectively. Our goal is to ensure that you get maximum value from your investment and can deliver outstanding internal service.
Bringing your internal services together on one platform is no longer a luxury, but a necessity in order to scale and retain talented employees. Contact us today, and let us take the first steps towards a more efficient and cohesive internal service with Zendesk together.