Improved IT processes driving Australian businesses


By Vinayak Sreedhar, head of business development, ManageEngine
Monday, 20 December, 2021

Improved IT processes driving Australian businesses

Digital transformation has been a focus for businesses for some time. Even prior to the pandemic, organisations across Australia were making headway in their digital transformation journeys in an effort to modernise processes and keep pace with their competitors.

The need for increased flexibility and agility has been one of the biggest drivers for the increased investment in technology solutions to meet changing business and market needs, which has been further exacerbated by the pandemic. According to global research from KPMG, 67% of businesses accelerated their digital transformation strategy as a result of COVID-19, and 63% of businesses have increased their digital transformation budget.

In particular, companies are increasingly investing in smart technology solutions that will help streamline their workflows and improve efficiency across the business. According to ManageEngine’s recent Digital Readiness Survey, 57% of organisations across Australia and New Zealand (ANZ) have increased their use of technologies such as artificial intelligence (AI) to increase operational efficiency.

Leveraging technology solutions for improved experiences

For many organisations in Australia, the biggest benefits have come from integrating new technology solutions at a foundational level. It’s become especially important to invest in solutions that improve both the customer experience (CX) and the user experience (UX). Media company Australian Community Media (ACM) recently worked with ManageEngine to deploy its ITIL-compliant help desk solution to improve self-service, communications with staff and asset management.

As one of the leading providers of news for Australia’s regional areas, ACM consists of more than 140 rural and regional news brands with more than 20 independent titles that serve millions of people in every state and territory across Australia.

Underpinning its wide range of publications, ACM also has a 17-person IT team whose responsibilities cover: user onboarding, access account creation, Google apps support and Windows Server maintenance.

Additionally, ACM’s internal IT team supports the human resources (HR) team with employee HR compliance, onboarding and offboarding. It also supports its finance and payroll teams with payroll requests and anything related to the company’s finance systems, access requests and journal requests.

With such a diverse portfolio of publications and an extensive reach, it’s essential that ACM has a reliable help desk solution in place to provide exceptional CX. ACM’s IT team was experiencing challenges with security, user access and asset management. It also faced complications in ensuring business continuation workflows were in place and working correctly to help support the wider business. As a result, ACM needed an ITIL-compliant help desk solution that could be implemented within a short time frame.

After assessing a number of competing products, ACM selected ManageEngine ServiceDesk Plus Cloud as the ideal solution to help streamline its processes and improve efficiency across the board. ManageEngine provided ACM with an out-of-the-box solution enhanced for its specific workflows and feature requirements.

With ServiceDesk Plus Cloud, ACM can associate specific knowledge base articles (solutions) to requests, which lets the team standardise troubleshooting and improve self-service. Additionally, since deploying the solution, ACM has not only enhanced asset management and communications with staff, but has also achieved a more comprehensive overview of request trends via reports, which helps the company better allocate resources.

As a result of deploying ServiceDesk Plus Cloud, ACM was able to replicate 80% of its legacy system’s functions with no downtime and minimal issues while switching systems, all on a short time frame. ACM also saved between 15 and 20% on implementation costs compared to other competing products and 15% on training costs. As a cloud-based solution, ServiceDesk Plus Cloud was essential for the ACM team when it moved to remote working as a result of the pandemic and has offered the team an efficient and user-friendly way to replace its legacy help desk software.

While this is just one example of a local organisation leveraging technology solutions to improve internal processes, it demonstrates that integrating foundational technologies to streamline back-end systems can help businesses improve the front-end UX and CX. Additionally, by providing better support for IT teams through strong, technology-based foundations, organisations can enable IT teams to better support end users and customers.

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