You might be thinking that the ITSM tool is an opportunity for the ‘big companies,’ but this is not true. The exceptional capabilities of ITSM don’t depend on IT structure, employee numbers, and organization size. ITSM is the perfect opportunity for Small and mid-sized businesses (SMBs) to enhance their IT support capabilities and provide an incredible end-user experience. Whether it be reducing costs or witnessing exceptional business outcomes, ITSM has excellent potential for SMBs to grow their business exponentially.
By integrating ITSM, SMBs can efficiently deliver an excellent customer experience which ultimately drives their growth towards business success. ITSM provides a great opportunity for SMBs to deliver more with fewer resources. SMBs should move toward digital transformation, and ITSM is the door to achieving that. According to a report, SMBs in 2021 is planning to set up their digital efforts. After Covid-19, the whole world is shifting towards digital transformation, and this is the right time for SMBs to integrate ITSM and amplify their business success.
Before moving forward to understand the benefits of ITSM for SMBs, let us first understand the meaning of ITSM in brief.
Table of Content
- Introduction
- Definition – ITSM
- What is Digital Transformation?
- The Impact of Digital Transformation
- How Can SMBs Deliver Great Customer Experience?
- Conclusion
Definition – IT Service Management
IT Service Management (ITSM) is the set of processes that manages the end-to-end delivery of IT services to customers. It manages the lifecycle of IT services with activities such as planning, designing, building, implementing, deploying, improving, and supporting. It constantly improves services to meet business objectives.
Integrating ITSM helps improve the speed and delivery of the services and enhances customer satisfaction. It manages the IT system, but ITSM helps manage the overall operations of an enterprise.
What is Digital Transformation?
Digital transformation is all about strategically transforming and enhancing business operations using digital technologies. Whether it be your internal process, external process, or business operations, it affects every single process of the organization and streamlines the overall business process.
From gaining a competitive edge and reducing costs to amplifying revenue, implementing the right digital transformation strategy will help organizations and SMBs grow faster and deliver a great end-user experience. Being an SMB, you should always move your business towards digitizing to get significant advantages of digital transformation.
The Impact of Digital Transformation
Digital transformation is way beyond beneficial for not only the organizations and industries but as an economy whole. It helps big organizations and SMBs to deliver an excellent customer experience which results in overall organizational growth. Around 79% of SMBs use digital tools to communicate with suppliers and customers. This clearly shows how SMBs are moving toward the path of digitizing.
The benefits of digital transformation are enormous for SMBs as it will help move the organization toward the path of growth and stability. It will not give you a boost but will also help you strengthen the company’s hold in the market. Let us understand the impact of digital transformation on businesses.
- Digital Transformation helps in amplifying overall business revenue
- It offers a drastic decrease in operating costs to the organization
- Effective implementation of Digital Transformation provides improved customer satisfaction.
- It helps in lowering fragmentation
- Digitalizing provides optimized operations
Digital transformation is crucial for SMBs to witness continuous growth, and ITSM is how SMBs can achieve digital transformation. So, hold on to your designated market and bring innovation at every step by digitizing your business process.
How Can SMBs Deliver Great Customer Experience?
For any business success, customer experience plays a pivotal role, and this implies in the case of SMBs. According to research by Capgemini, 80% of consumers prefer the company with better customer experience. Also, 77% of consumers are willing to pay more if they receive excellent customer service from small businesses. With some incredible benefits of ITSM, SMBs can achieve digital transformation faster with the help of ITSM.
1. Integrating AI-Enabled ITSM Platform
AI-Enabled ITSM platform helps streamline and adopt changes across people, processes, and technology which helps in efficient IT operations. With an intelligent service management platform, SMBs will get faster service delivery and streamline overall business processes that ultimately help deliver exceptional customer experience.
Whether it be incident management, change management, or accelerating digital transformation, the ITSM platform will reshape your service management process and provide you with incredible outcomes in the long run.
2. Intelligent Automation to Eliminate Repetitive Tasks
Every SMB wants to improve the quality and service delivery process. With ITSM, you can do it flawlessly by converting the manual process into automation. Whether it be managing service lifecycle management, SLA management, or wanting to improve the overall productivity of employees, ITSM comes with intelligent automation that will help you eliminate repetitive manual tasks. Through intelligent automation, SMBs will witness a faster process that will help them deliver customer experience.
3. Informed Decision Making
Decision making plays a crucial role for any organization or SMB. Integrating the ITSM platform will help you make robust decision making with powerful analytics, insights, and reports of comprehensive business data. These analytics and reports will provide valuable insights that will help you make futuristic decisions for your SMB business. As a result, the decision-making process will positively impact the business and enhance the end-user experience.
4. Virtual Agents & Chatbots for Quicker Problem Resolution
Virtual agents are impacting the customer experience of big organizations, but now is the time for SMBs. Innovative IT service management comes with NLP-powered virtual agents that help provide faster resolution with personalized customer support. This will ultimately help in enhancing the end-user experience. As a result, it will improve customer experience and help reduce the cost of serving SMBs.
By integrating ITSM, SMBs can achieve great results by streamlining the overall business process. From incident management, SLA management, and project management to asset management services, ITSM always comes with one goal of improving customer experience. So, make your SMB business grow in Nigeria by integrating the right IT service management platform today.
Leveraging AI and ML in ITSM to Enhance Customer Experience
The world is emerging with the latest and most advanced technologies. Of all these, AI and ML are the future of any business, and when it comes to providing an enhanced customer experience, AI/ML stands first in the row. Organizations can achieve their goal of delivering an improved customer experience by integrating the best ITSM tool with advanced AI/ML technology.
By reducing manual and mundane tasks, faster ticket resolution, to providing personalized customer experience, ITSM with AI.ML offers incredible features that lead your organization or SMBs towards success. Whether in which industry you are or what product/services you sell, a robust ITSM platform gives you end-to-end visibility of your overall business activities.
So, integrate AI/ML-enabled ITSM platform today and take your organization or SMBs towards the path of growth and success.
Conclusion
The main goal of any SMB is to make their customers happy by providing quality service or products. The ITSM platform puts SMBs closer to their destination with incredible features and AI technology. This innovative tool not only standardizes the whole IT process but helps in amplifying the overall customer experience. Integrating the right ITSM platform will always allow you to achieve excellent results regardless of your business size.
- Integrating AI/ML enabled ITSM into your organization will help you in automating the manual and mundane tasks
- NLP-powered virtual agents/chatbots will offer personalized customer support for faster resolution
- Digital transformation is the crucial element for SMBs to grow and provide an incredible customer experience
- AI-Enabled ITSM platform helps SMBs in managing the overall enterprise operations.
With real-time visibility and better accessibility of your IT Operations, the ITSM platform will help you make more informed decisions for the business. So, with faster solutions, seamless service experience, and intelligent automation, ITSM is the one-stop solution for SMBs to witness a robust digital transformation. So, integrate the right ITSM platform today and make your SMB grow abundantly in no time.
Sources:
https://www.semrush.com/blog/small-business-stats/
https://www.capgemini.com/insights/research-library/
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