Service Operations in the Digital Age: Touch-Free Trends
Phases of Touch Free Operations:
Achieving Touch-Free Operations in an organization is not an instantaneous process, it requires meticulous planning and strategic preparation well in advance to fully embrace and derive benefits from this transformative journey. Below is a phased approach that can be followed:
Phase# 1: Legacy and Traditional: Industry having exiting tools and platforms where manual interventions are still required for day-to-day operations, business flow, from creation of ticket to closure, we need to identify and consider the whole ecosystem for enhancement toward touch free operations.
Phase# 2: Hybrid and Reactive: Very few of the existing platforms and applications might have started moving towards automated framework, it is beginning phase of working on the ground to make them available for next step.
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