Global Business Services Benchmarking/KPIs Hackett’s Guide to Becoming a World-Class GBS
Find out what 10 characteristics are found in world-class GBS organisations by downloading this Hackett White Paper.
Automation Customer Satisfaction Improve Cash Flow and Customer Satisfaction
By managing invoice disputes and unauthorized deductions quickly, accurately and professionally, using best practices and workflow-driven automation, businesses can improve their cash flow and strengthen their customer relationships.
RPA Talent Building the Human and Robotic Workforce at Tarmac
For Tarmac, a British building materials company, there is no question that their captive SSO is 100% people-first.
RPA Talent The European Shared Services Leaders Summit 2018 Top Ten Takeaways
Susie West recaps her Top 10 Takeaways from Day One of The European Shared Services Leaders'Summit.
Customer Satisfaction SAP Let’s Talk About Customer and Employee Satisfaction
For an SSO, continuing to improve the customer experience is a must especially at a time when talent is becoming harder to find and retain.
Process Excellence/Compliance Lean/Six Sigma Setting the Bar High – Achieving Operational Excellence at Bridgestone
Bridgestone chose Costa Rica as the location to set up their SSC in 2012 and this now serves 6 countries in LATAM and North America with 300 FTEs.
Customer Satisfaction AP Vishay Intertechnology’s Secret to Getting Users to Embrace AP Optimization
AP optimization is on the radar for many shared services as they seek to improve the customer experience.
Customer Satisfaction How Technology is Changing the Customer Experience
Emory University are on a mission to prove how effective technology can be to the customer experience.
Talent Continuous Improvement 3 Valuable Insights from Shared Service Leaders
The 2017 European Shared Services Leaders’ Summit came to a close this month with 120 shared services leaders in attendance. There was a whole host of new case studies and knowledge around Talent, Continuous Improvement, Customer Satisfaction and Innovation.
Customer Satisfaction Outsourcing Neobpo and [24]7 Finalize Reseller Agreement in LATAM
Neobpo, a LATAM Business Process Outsourcing (BPO) organization, has announced a re-seller agreement with [24]7, a customer-acquisition and engagement solutions provider.
Customer Satisfaction Data Management The Evolution of the Customer Relationship: Shell's Story
How has the customer relationship at Shell evolved?
Global Business Services Customer Satisfaction How Solvay Business Services Became an Enhanced Business Partner
Presented at the 10th Annual European Shared Services Leaders' Summit, Frank Delinte, SVP Head of Strategy & PMO at Solvay Business Services shares his insight on how the organisations grew to become an enhanced business partner for the parent company.
Leadership/Governance Strategy Shared Services Leaders' Summit 2017 - Opening Presentation
Presented at the 10th Annual European Shared Services Leaders' Summit, Susie West, Founder & CEO of sharedserviceslink kicks off the summit with a series of insights and results gathered by her and the sharedserviceslink team during the build-up of the event.
Leadership/Governance Strategy Want to Shape your SSO’s Future? 4 Ways.
In this recent feature Susie West celebrates the 21st birthday of the shared services concept and high-lights 4 ways that will help shape the future for mature SSOs.
RPA Continuous Improvement RPA Wins Customer Service Award for North Tyneside Council
A project to implement robotic process automation has seen dramatic improvements to revenues and benefits services for North Tyneside Council.
Procurement Outsourcing Moving from Cost Center to Profit Center Mentality and Reality
Before you begin your transformation you first need to develop a clear vision with your clients, it will help to manage expectations in the future.
Public Sector Leadership/Governance Driving Transformation in the Public Sector with LGSS
Multi-functional is not just an aspiration for large, global organisations, it's also a driver for Local Government across the UK.
Customer Satisfaction Process Excellence/Compliance 6 Ways BPM Drives Customer Satisfaction
Improving customer experience remains a crucial objective for SSOs. So what is it that organizations are doing to deliver services that are efficient, continuously improving, and that keep customers coming back?
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Customer Satisfaction Customer Service Management Under The New Economic Conditions – A Time For Focus
As the world economic conditions change and spiral, can SSOs be as concerned about quality and service given the cost challenges? Can customers expect the same service or are they now demanding even greater service levels than before? What is there to do in this environment to even maintain status quo?
Process Excellence/Compliance Customer Satisfaction Take the Reins of Your Shared Services by Driving Consistent Customer Compliance
Your SLA is a legal document that frames service delivery and sets performance targets. But is it really needed to keep you on track? And does it add value to your service?
Customer Satisfaction Process Excellence/Compliance Nokia’s Procurement Shared Services Story and its ‘3C Formula’ for Success
One of the best ways to learn what are the key elements for shared services success and what things you should watch out for on your shared services journey is to hear how others have already done it.
Customer Satisfaction Strategy Toning Up Your Shared Services Operation for Elite Performance
Wouldn't you like to have the power to transform any SSO into one recognised externally as a high performing SSO?
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SSO Journey/Set Up/Location Strategy Why Move Your SSC to a High-Cost location?
Cheap operating costs may be appealing to you. But have you considered the price of your service quality deteriorating?
Customer Satisfaction Process Excellence/Compliance Creating a Multi-Functional Shared Services Model in a Way That Can Rapidly Respond to Your Ever-Changing Business Needs
Reacting to the business' needs is one of, if not, the biggest challenge for any shared services organization.
Outsourcing Process Excellence/Compliance Smoothly Passing the Baton from Captive to Outsourced Service Delivery in just a few Months
Leading the transition of your shared services activities to an outsourcer can be an exciting yet daunting project, but also a sad time as many of your SSC staff will be made redundant.
Customer Satisfaction The Seven Culture Traits To Take You To A Customer-Focused Shared Service Operation
When you are already a mature, successful, low-cost shared services operation, where do you go next?
Strategy Benchmarking/KPIs Should Shared Services Have a Rating System?
In this webinar we explore why so many shared service struggle with benchmarking and examine a new tool, that looks at shared services on multiple levels, provides ratings and advice on how to improve your ratings in each category.
Benchmarking/KPIs Strategy Is Benchmarking For Shared Services Broken?
Join Susie West, CEO of sharedserviceslink and John Hall, Founder of Triangular World as we examine ways to benchmark not only against key KPIs, but how to assess your whole business from technology and processes down to how you recruit and manage your staff and partners.
Process Excellence/Compliance Automation How to Secure Confidence From Customers so Further Shared Services Migration of Processes is Painless and the New Process is Followed by all – The BAE
Increase the levels of trust in the business, empower and engage your employees more, oil the wheels that drive and manage migration and see that the % of finance that is retained by the business is reduced by attending this webinar.
Customer Satisfaction Benchmarking/KPIs Benchmark Webinar - How to Turn Your Shared Services' Customers From Luke-Warm to Delighted Fans
On the back of fascinating data gathered during our January survey, this webinar shares the results which will surprise some of you, and 7 steps for change that will help all of you.
Leadership/Governance Customer Satisfaction 5 Steps to Strengthen Trust Between Shared Services And The Business Units
In this session we looked at the importance and power of trust, and the 5 steps you as a shared services leader can take to strengthen the trust relationship between your SSO and your internal business units.
Strategy Customer Satisfaction Want to Scale And Please Customers? 3 Must-Dos to Help Your Shared Services Grow Gracefully
Join this webinar to find out how shared services were growing in a sustainable, elegant way, without damaging the customer relationship.
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PR & Branding Customer Satisfaction Enterprise Social Networking For Shared Services – Unleash Intelligence to Enhance Your SSO Performance
Watch this webinar to find out how shared services can race into an exciting age.
Customer Satisfaction Help Desk Scandinavian Airlines chooses Comarch as Supplier of ECM Solution
Scandinavian Airlines (SAS), has chosen Comarch ECM Customer Care system to help process customer complaints, handling them from beginning to end, using not only traditional communication channels but also social media.
Strategy Continuous Improvement Corporate Responsibility and Shared Services
Shared services are increasingly keen to address, fully and wholeheartedly, their corporate social responsibilities. This blog examines two new initiatives that enable shared services to ‘do good’.
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Customer Satisfaction OCR/ICR/Data Capture Solutions How Document Capture Impacts Customer Engagement?
Over the next 4 weeks, listen to expert Bruce Orcutt about the role of content capture in shared services, and specifically how it has a strong purpose in customer engagement, globilization, data compliance and data accuracy, and analytics.
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Benchmarking/KPIs Customer Satisfaction Hanson - Benchmarking Fact Card
Benchmarking Fact Cards are a quick way to find out key stats on a shared services.
Customer Satisfaction 4 Customer Service Mistakes to Avoid in Shared Services
Twice in the last week I have walked into the same London high street shop and come out feeling agitated. The “customer experience" is a delicate and nuanced moment. In business, we can sometimes, indeed often, get the balance wrong.
Customer Satisfaction Strategy How to Align Your Shared Services With The Needs of The Business
In the last 10 years, most global companies have had to re-invent themselves. Many have had to transform their structure to compete in a global marketplace, and others have had to change their service offering to remain relevant. So what do shared services need to do to reflect the changing nature of the companies they support?
Customer Satisfaction Strategy The 7 Relationships Vital to a Shared Services Organization’s Success
This week, Susie West ran a webinar with Jamie Lyon, Head of Corporate Sector at the Association of Chartered Certified Accountants (ACCA) to explore the ‘7 relationships vital to a shared services organization’s success.’ Relationships are absolutely fundamental to shared services. Not only are shared services organizations (SSO) there to support the wider business, but they have also been established to deliver services to it.
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Customer Satisfaction Creating a “Culture of Excellence” in Your SSO
When shared services professionals get together, it seems an awful lot of time is spent discussing business strategies and models in order to maximize efficiency. So when at our ’10 Keys to Process Excellence’ conference Dan Foley, Shared Services Director at Mouchel, addressed the audience by asking “How service-oriented is your mind-set?”, it immediately caught my attention.
Customer Satisfaction How to take customer satisfaction from 8% to 70% in 18 months
In 2010, Specsavers’ finance shared services measured their customer satisfaction and found it was at an average of 8%. Further staff engagement was at 51%. However they were able to turn it around to and increase those figures to 70% and 76% respectively in just 18 months.
Customer Satisfaction How to Turn Your Shared Services' Customers From Luke-Warm to Delighted Fans
On the back of fascinating data gathered during a recent survey, this webinar shares the results which will surprise some of you, and 7 steps for change that will help all of you.
Benchmarking/KPIs Customer Satisfaction How we Help And Hinder Our Desire For Happy Customers
We have surveyed over 100 shared services professionals on how important customer satisfaction is to them. Find out the full results in this report.
Customer Satisfaction End-user best practice: DSM's customer service manifesto
This booklet has been put together by DSM Business Services for their customers to challenge and expand thinking about what customer service excellence really means. It provides useful insights into ways of working that will enable DSM Business Services to achieve the mission of having fully satisfied customers.
PR & Branding Strategy Do Your Customers Know What You Know?
Both shared services and BPOs are working to become more like value adding partners, rather than just third parties. Having a clear message of what your organization does is important. This is something that shared services organizations can easily benefi
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PR & Branding Customer Satisfaction How to Raise The Profile of Your Shared Services
If you don’t give your project a name and identity, it is much more likely to fail. In order for people to buy into your organization, you need to have an identity and a brand.
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Strategy Customer Satisfaction The User, The Beneficiary or The Bill-Payer: Who Are Your Customers?
Having just returned from a great European Summit for Leaders in Shared Services this week, the sharedserviceslink.com are revived and inspired. The many interesting discussions and debates that emerged have provided us with much food for thought. One topic in particular kept coming up, and that was customer satisfaction.
Customer Satisfaction Outsourcing Insourced or Outsourced? The Future of Shared Services According to Leaders in The Market
In my research for Source to Settle as a Service, sharedserviceslink.com’s brand new event for 2013, I’ve been talking to leaders in shared services about their vision for the future. The focus of my research has been on customer satisfaction and service provision.
Customer Satisfaction How to Build Lasting Partnerships in Shared Services
Inspired by Valentine’s Day celebration of love and relationships, can any of the relationship advice be applied to business? What can shared service centers do to improve their relationships with the business, their customers?