Service Operations

Outmaneuver limitations. Exceed expectations.
Create lasting impressions. 

Transform the customer experience and achieve
lasting operational excellence.

Worry free Service Operations

We guide the design (or redesign) and implementation of the processes and tools needed for service operations to excel. We bring best practices and the expertise needed to solve common service operations challenges:
  • Right sizing workforce and operating model
  • Transparent performance reporting; Key Performance Indicators and Targets
  • Master task management to meet business needs

Digitize workflow and integrate technologies

We engineer service operations processes and integrate technologies for maximum productivity using a broad toolkit of design techniques, automation capabilities and architecture best practices. Clients see drastic reductions in errors and rework, while seeing major improvements in productivity and efficiency at reduced costs. 

Mitigate brand risk due to unplanned events

Beniva works with clients to assess process gaps and weaknesses that can lead to increased exposure and impacts when unplanned events occur. Our extensive business process library and maturity framework supports rapid identification or opportunities and we work directly wtih leaders and practitioners to implement necessary changes that support business continuity.

Transform and optimize

We enable clients to embed new ways at scale by introducing new management systems, planning tools, and approaches such as Lean, Agile and DevOps.  

Improve Satisfaction

2-3x Increase in Customer Satisfaction

Achieve True Results.

Reduce Costs

20-40% Cost Reduction

Automation & Operations Excellence

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Increase Efficiency

40-80% Productivity Increase

Master Task Management

SPOTLIGHT: DIVESTITURE DRIVES SERVICE OPERATIONS REBUILD

After a divestiture, IT and HR services require a signifcant rebuild effort that includes process, technology, organization design and knowledge base. 

Manage service levels and high numbers of requests with insufficient processes and minimal resources. A full inventory of required processes, technology and resources had to be established in order to develop and execute on a service delivery roadmap that align to the desire of a cost effectiveness and operational stability

  • $200k in perpetual annual savings
  • Ticket resolution time reduced to <24 hours down from >5 days.
  • Increase in client satisfaction rating to 96%
  • Implementation of new major processes and workflows for IT and HR

Extensive Capabilities

Benchmarking

Identify current state performance and set targets based on industy, peers or departments. Opportunities include process performance, process maturity, service cost benchmarking and capital budget comparisons. 

Analytics

Our data and analytics practice focuses extensively on process analytics, operational performance and data mining. We can pinpoint areas of waste, identify high-value improvement opportunities and raise awareness to overall performance. 

ServiceNow

Beniva is a North America wide ServiceNow partner. With coverage across all major platform areas and an extensive custom development practice, we are your partner of choice. Learn More

Automation

As leaders in Robotic Process Automation technology and development, we can deliver incredible productivity gains, reduction in errors and virtually eliminate many routine, mundane manual tasks – tasks that are taking up valuable resource time. With RPA your Service Operation can become virtual and always-on, running 24×7.  Learn More. 

Service Operations During a Pandemic

COVID-19 has impacted all of us and will continue to influence and change how businesses operate into the future. We can help with strategies that support IT Continuity Planning & Remote Work Enablement. We have partnered with strong, experienced Organizational Effectiveness and Legal experts to provide comprehensive support to our clients. 

Connect with our Service Operations Team

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Beniva Consulting Group
Austin | Calgary | Houston | Montreal