Information is key for any business and understanding its importance in the context of creating strategic advantages can make a big difference on the market. As the first contact between a company’s customers, its employees, and partners, Service Desk needs to ensure that the right mechanisms are in place for data to be produced, distributed and analyzed.
According to techopedia, a service desk, is a type of service designed to support the provision of IT products and services. In other words, when referring to a service desk, we are usually talking about a support service that has certain capabilities related to troubleshooting or assessing products or services.
Digital procurement transformation requires effective processes and smart ways of studying demand, but also easy ways for end users to get what they need. In these circumstances we need to acknowledge the importance of a well-designed procurement Service Desk in achieving all your goals.
“Xoomworks very quickly got up to speed with the low risk procurement process and have demonstrated impressive customer servicing skills in handling the volumes of queries which the process generates.”Xoomworks’ client, leading British multinational insurance organisation
The main advantages of implementing a Procurement Service Desk that we managed to observe based on more than 600 implementation projects are:
- Higher capability to prioritize tasks
- Quantifiable improvements on user experience
- Capture information from several channels and track them accordingly
- More efficient triage capabilities
- Effective follow-up and confirmation procedures
- More transparency and visibility on the processes
- Proper documentation on each request handled
One of the most important aspects of implementing a Procurement Service Desk is the smart triage which allows for shortness of process, reduction of time, and increased productivity. Besides a fantastic way of managing requests coming into the organisation and covering the full Source to Pay process, Service Desk is also a gold mine for decision-makers. This is because it provides enhanced data-driven insights based on volume and types of requests received from stakeholders. Service desk tools can be utilised as well to collect operational data to further generate consistent value after the solution is put into place.
“After careful consideration we chose the Xoomworks Support Desk for its flexibility of pricing, expert knowledge of Coupa and value for money. Because of the nature of our relationship, Xoomworks also has a very good understanding of how we operate and the end user experience of Coupa.”Business Process Optimisation Director, leading global provider of data centre services
Xoomworks’ Service Desk
Xoomworks has been providing expert procurement services for over 19 years, working closely with clients to deliver exceptional procurement outcomes to their businesses. Our Operational Procurement Support (OPS) services deliver a range of solutions to help free up your staff to focus on core tasks.
Our OPS Service Desk specialises in procurement technology and keeps your systems working at maximum efficiency, delivering ongoing benefits whilst you concentrate on your core business. Our Service Desk is available for most cloud procurement technologies. Whether you have Coupa, Jaggaer or Ariba, we’re here to support you.
Specifically for Service Desk we are offering 24/7 multi-lingual, ITIL-based support to ensure your Source to Pay systems run smoothly, from 1st line end user queries to 2nd and 3rd line support for in-depth technical development and application management.
“Nearly £12m of procurement spend has been handled by our Transaction Desk since the service began six months ago. Not only has the Transaction Desk ensured that an increased volume of spend is following a procurement process but it has also freed up time to enable our client to focus on strategic projects where it can really add business value rather than being distracted by the volume of low risk items that are going through the self-service process.”Ian Dagg, Managing Director Xoomworks Procurement