Business Service Management is a key strategic area for any enterprise to focus on in order to become competitive and agile in today’s complex and fast-paced marketplaces. However, many leaders struggle to see their various departments working together in a truly collaborative and integrated way, in order to realise the long-term benefits.
I have had the good fortune to work with dozens of enterprise clients over the past year or two, who have been taking on large-scale Business Service Management and Integration projects. Together, we have seen great successes and learned some truly invaluable lessons. A lot of which, come down to deciding how and where to start. So, to help you learn from our work, here are my top 5 business integrations to develop for delivering highly effective business services.
1. CRM to Marketing Tools
From better understanding customer needs and personas, to lowering your cost per acquisition. Seeing data and activities flow seamlessly between sales, marketing and customer success is a winning formula. This could be a top-level integration such as connecting up SaleForce to Hubspot, to improve the automation of campaigns. Or, you could look at creating a network of lower level tools, such as Pipedrive, Hootsuite, MailChimp and ManyChat, to form a stronger vision around how each department interacts with prospects and customers.
2. Service Desk to Development Tools
Your most complex integrations will often be found within the IT team. This can lead to a lot of ‘integration’ work actually being done manually. However, you can cut out a lot of the manual work between IT Support and Development, by investing in the way information and communication moves between your service desk tools (like ServiceNow or Zendesk) and your Development tools (Like Jira and GitHub). These integrations not only enable easier work between the respective IT teams, but also enable the business to deliver feature requests and fixes product bug quicker too.
3. HR to ITSM
Whether you’re looking to onboard new employees more efficiently or improve the way existing staff can access the HR and IT support and services they need. Connecting up the services, processes and applications which are there to enable the delivery of great HR and IT. Over the past 10 years both departments have become significantly more service orientated. In many businesses, they have also found themselves becoming more and more synonymous with each other. Some have even explored trying to work from the same tools and processes. But in reality; the greatest successes come from creating seamless and high-performing integrations between the two, at both a business and technology level.
4. ITAM to Finance
This is one for those of you love a bit of good, old fashioned governance! But joking aside, high performing organisations are very good at keeping track of their assets and understanding what creates value and what creates risk. IT departments – in my experience – have wavering success with asset management. IT Asset Management (ITAM) is also most often led by a need for gaining more visibility of the general state of technology. Whereas for Finance, the incentive comes from better understanding the cash value of the business and where the next big costs might come from. When these two approaches and capabilities come together, this can create a really powerful force for efficiency within the business. And so, investing in an ITAM to Finance integration, is a highly strategic move.
5. Many to Many!?
Each and every integration - whether it be between technology or teams – create value. But they also create work in the form of design, implementation, maintenance, training and behaviour change. Redefining this body of work every time you approach a new integration is hugely taxing on your workforce. Here at ONEiO we champion a ‘Many-to-Many’ integration culture. Where you use a single iPaaS to setup, manage and oversee every business integration. So whether it be Sales, Marketing, IT, Finance or HR… every tool, team and process can easily connect and work together. This means you no longer design each integration with the view of one application sending information to another, but with the vision of an ecosystem where a new application can simply join a network of integrated services and begin sharing information from day one.
Get in touch
If you are currently planning or working on any of the discussed integrations or would like to explore the Many-to-Many approach of integration with a specialist, get in touch with our team of integration experts today. We would love to hear more about your business service goals and ambitions.