SilverStorm Blog

The importance of a Consumerized Service Delivery model

Posted by Lee Sitch on Sep 26, 2016 10:35:59 AM

Unless you have spent many years living under a rock then you will be fully aware of how the internet has created radical changes in our personal lives.

We live in a “consumerized” online world where we can shop for products and services with a few taps on a smartphone. Social media provides us with a global forum where anyone can speak their mind. We can see/listen to news as it unfolds, watch videos on Youtube, stream music from Spotify and make friends on Facebook.

We as users/consumers/customers don´t need to refer to manuals on how this technology works, it just does. We have grown to expect the web to be automated, available on demand and always delivering instant gratification no matter where we are.

So why is it that organisations still use inefficient manual tools such as emails, phone calls, and shared spreadsheets for even the most mundane administrative tasks when today organisations can easily streamline and automate their business services.

It’s incredible that so many organisations continue to fail to understand the importance of leveraging the power of connected technology to simplify and accelerate end-to-end service cycles.


As a result, organisations today waste an enormous amount of time and money on manual administrative tasks such as filling in forms and chasing mundane deliverables.

In a recent survey commissioned by ServiceNow they identified that organisation that invest in consumerization and automation can gain a profound competitive advantage, delivering benefits that go far beyond simple cost savings.

By consumerizing services and automating administrative tasks organisations have a compelling opportunity to drive massive efficiency increases which have the potential to free up thousands of “wasted” hours of highly skilled management time, in fact precisely the time that should be primarily focusing on business growth and bottom-line profitability.

“By moving to a consumerized delivery model, organisations can dramatically enhance the service experience”

Key highlights taken from the survey indicate the following:

  • 80% of organisations who participated in the survey claimed that they still use unstructured manual tools such as email, spreadsheets etc.
  • The managers of the aforementioned organisations believe that on average they spend some 16 hours per week on administrative tasks which prevents them from doing more strategic tasks.
  • 90% of those managers believe that their productivity depends directly on the efficiency of routine work processes provided throughout the organisation.
  • The majority of managers say that these work processes are time consuming and incredibly frustrating.
  • 4 out of 5 managers believe that these routine work processes cause significant delays.

So what exactly is the business impact of today’s inefficient work processes?

The main business impact identified in the survey includes:

  • Heavy administrative workloads leave managers with less time to dedicate to more strategic issues.
  • Slow administrative processes lead to delays in work activities that depend on them.
  • Unstructured, manual tools reduce their organisations productivity.
  • Spreadsheets and emails increase the probability of making mistakes.

Each of the aforementioned points are discussed in detail within the survey.

To access the results of the survey please download the survey “Todays State of Work: The Productivity Drain”*.

Download the survey 

If you would like to understand how, we at SilverStorm are helping our customers transform their business model towards becoming more consumerized then please contact SilverStorm.

*Source: ServiceNow

SilverStorm Solutions

SilverStorm bridges the gap between the strategy and the transition for business-orientated service management. We listen to what our customers want to achieve; their success is what as a company, and, as an individual, counts.
We deliver next-generation service management as part of the digital transformation that our customers wish to achieve. We innovate by adopting disruptive technologies that focus on the business operation and the IT infrastructure. We solve our customers' challenges to create business services that manage heterogeneous environments across a hybrid platform.
Our DNA does not permit us to settle for anything less than excellence within every group of the company.

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