Unlocking The Power of Automation to Optimize Business Shared Services — IDC Reports

IDC highlights the need for better shared services in business to boost efficiency, reduce costs, and standardize processes organization-wide.
Shared services refer to a business model in which common support functions are centralized and provided as shared resources to multiple departments or business units within an organization.
The survey suggests that — across all industries — the time for completion of tasks should be cut in half.

IDC’s recently published “Shared Services Automation for Business Optimization” report highlights the need for better shared services in business to boost efficiency, reduce costs, and standardize processes across the organization. Shared services refer to business models in which common support functions (e.g., HR, IT, procurement, etc.) are centralized and provided as shared resources to multiple departments or business units within an organization.

Despite its long-standing application, implementing shared services presents significant hurdles, ranging from outcome inaccuracies to delays in fulfilling requests. Such challenges not only affect the smooth running of operations but also impede organizational agility and diminish customer satisfaction. The survey suggests that — across all industries — the time for completion of tasks should be cut in half.

Automating shared services processes can significantly enhance efficiency and unlock the potential within organizations. With the integration of automation and optimization, companies experience significant improvements in satisfaction and user experience with shared services. The fusion of automation with advanced GenAI technologies can simplify workflows, reduce mistakes, and elevate the service delivery process, thereby nurturing a positive image and trust in shared service offerings. Moreover, employees recognize that an optimized shared services framework affords them additional time for skill development, which in turn, fosters innovation and introduces new capabilities to the business.

“Gen AI can revolutionize shared service automation by enabling intelligent decision-making, where the system learns from data to optimize processes, predict needs, and personalize services,” says Dr. Lily Phan, Research Director, Intelligent Automation, IDC Asia/Pacific.

“This AI-driven approach minimizes errors and enhances efficiency by automating routine tasks and allowing employees to focus on more complex, value-added activities. Furthermore, Gen AI can continually improve service delivery through real-time feedback and adaptive learning mechanisms, ensuring that shared services evolve in alignment with organizational goals and user expectations,” Dr. Phan concludes.

For more information or to read the full report, please visit www.idc.com.