Digital Adoption and Pro-Active Service Models Are Key Enablers to Creating a Modern Workplace

Emergence of Modern Workplace

March 25, 2020 by Prasad Mantrala

The year 2019 has ended on a high note for Stefanini by strengthening its expertise in helping its customers move from Windows 7 to Windows 10 and successful migration of their Productivity toolset to O365. Moving the Productivity aspect into the cloud through O365 is the basic element that any CIO would think of. OneDrive for Business complements O365 and addresses the storage and file sharing aspects, which could instantly eliminate the need to maintain expensive backup structure. Therefore, it automatically becomes the next in line priority for Enterprises followed by exploration of the right collaborative tools. The move paves the way to take initial steps towards their first SaaS adoption. It is a clear indication that digital workplace momentum is taking off more rapidly than anticipated.

With the initiation towards digital transformation, measuring success is one of the key objectives. Achieving a high score on Employee Experience is the new success factor for the transition. 

With "as-a-Service" economy driving the technological changes and innovation, promising to lower the Total Cost of Ownership compared to the on-prem infrastructure, digital adoption remains a challenge. It requires a change of end user mindset and foster a collaborative culture.

Digital adoption is an agile process

The first step towards digital adoption is to create an intuitive work environment through employee engagement programmes. Not to forget the basic definition of the digital workplace - "enabling employees to work from anywhere, anytime" as the programmes are chartered is one basic success factor. This requires change of the IT policies. It is at this stage organisations may look towards adopting the "persona based approach" to define the levels of support.

The needs of Executives are different from a Business User. The needs of a Contract worker are different from a Specialist User. The needs of a Developer are different from a Task Worker. They vary between Cloud Managed (SaaS) to Hybrid and Virtual workplace.

Therefore, a careful "co-creation" process is required using methodologies such as "Design Thinking" to empathise with the end user needs. Employee Centric design drives the path to successful adoption and maximises the chances of achieving high score for Employee Experience.

 Proactive Service Model is the need of the hour

According to Gartner’s Coronavirus: CIO Areas of Focus During the COVID-19 Outbreak*, “businesses that can shift technology capacity and investments to digital platforms will mitigate the impact of the outbreak and keep their companies running smoothly now, and over the long term.”

At Stefanini, we believe it is imperative to move from a reactive to proactive mode of delivering end user support. Therefore partnering with external suppliers to drive the digital co-creation is one dimension of creating an innovative eco-system. It is important to assure the End users that adoption of Proactive Service tools is not to snoop over their shoulders. Equally important is to obtain clearance from the Information Security teams that the monitoring would not result in opening gates for vulnerabilities, ending up in a security breach or GDPR violation.

Omni-channel and Multi-tool Orchestration

Almost every SaaS based ITSM tool now provides chat bots or virtual assistants to drive automated incident and problem resolutions. This is expected to become even more intelligent by plotting trends against most commonly logged issues and updating the knowledge bases in an agile fashion. With millennials embracing social media and the behavioural preferences shifting towards texting rather than talk, an omni-channel integration is turning into a need. The SaaS adoption will give rise to multiple tools performing different functions. Monitoring each tool individually can soon turn into a nightmare. So integration is the key and the ability to view them on a single portal not only drives digital dexterity but creates a new opportunity for Portal-as-a-Service.

Gartner has positioned Stefanini as a Niche Player in its February 2020 Magic Quadrant for Managed Workplace Services, Europe (Gartner subscription required).**

The company invested in a complete innovation ecosystem to serve main industry verticals and assist customers in the digital transformation process, with robust offers aligned with market trends such as automation, cloud, Internet of Things (IoT) and User Experience (UX) . Driven by our entrepreneurial mindset, we help customers digitally transform their business, working in an agile mode

Technology is clearly a transformation enabler and it is high time that organisations should revisit all their existing processes and remap them to the changing needs of the business. Identifying the repetitive processes and scoping them into automation not only drives operational efficiency but also turns the workplaces into great places to work. 

*Smarter With Gartner “Coronavirus: CIO Areas of Focus During the COVID-19 Outbreak,” 6 March 2020. https://www.gartner.com/smarterwithgartner/coronavirus-cio-areas-of-focus-during-the-covid-19-outbreak/

**Gartner “Magic Quadrant for Managed Workplace Services, Europe,” David Groombridge, et al, 25 February 2020

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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