SSC Automation

A integrated solution to increase efficiency, reduce costs and improve service quality in shared service centers

Service Centralization and Optimization

What is a SSC?

A Shared Service Center (SSC) is a division within the structure of a large company or group of companies created to manage non-core business processes for the entire organization, such as accounting, HR management, IT support, and more.

SSC operates as a service center for internal customers working according to specific service level agreements (SLAs).

What is a SSC?

SSC operates as a service center for internal customers working according to specific service level agreements (SLAs).

Key Challenges of a Modern SSC

Systems and Processes Fragmentation

Many SSCs use systems that are not integrated with each other leading to duplication of data and ineffective coordination and collaboration

High Operating Costs

Maintaining and managing multiple systems increases IT support costs and reduces budget utilization

Scaling Services Difficulties

Traditional infrastructures often struggle to support scaling. Adding new services or extending existing ones requires significant resources

Lack of Transparency and Control

Insufficient integration of systems makes it difficult to monitor and analyze processes, hindering the ability to make quick, informed management decisions

How SimpleOne Solves These Problems

Integration and Consolidation

SimpleOne creates a unified information space for all SSC departments, increasing work efficiency and service quality

A single self-service portal for all SSC services (HR, IT, finance, ACH, etc.).

Integrated ticketing system with omnichannel communication

Seamless integration with corporate systems (ERP, BI, EDI, RPA)

Centralized service catalog with flexible access configuration

Unified knowledge base to improve the efficiency of SSC employees

Process Automation

The platform provides tools for quick automation and continuous improvement of SSC processes

Visual business process builder with support for advanced logic

No-code/Low-code tools for quick services development and deployment

Automatic task assignment and routing based on skills and workload

SLA, OLA and UC management with automatic monitoring

Analytics and Performance Management

SimpleOne provides full visibility into SSC operations and provides tools for continuous efficiency improvements

Customizable dashboards for different roles (SSC managers, process managers, executives)

Detailed analytics on all aspects of SSC operations (SLA fulfillment, customer satisfaction)

Load forecasting and resource planning based on data

Automatic report generation for SSC management and clients

Additional Features

Artificial Intelligence Tools

SimpleOne provides a set of out-of-the-box AI solutions and intelligent widgets that can be easily integrated into SSC workflows

Out-of-the-box OCR widgets for fast document recognition and processing

Easy AI integration into workflows to optimize operations

Speech analytics and conversation scoring to improve customer experience

Autofill information based on speech analytics

Pre-configured service solutions

The architecture of SimpleOne platform was originally designed as a complete Enterprise Service Management (ESM) solution. This provides extensive capabilities for managing business processes, incidents, requests, changes and other practices recommended by ITIL.

Artificial Intelligence Tools

SimpleOne ESM Platform Advantages

High Performance

With support for high loads, SimpleOne platform ensures fast performance even when a large number of users are working simultaneously

Flexible Customization

SimpleOne platform's low-code tools provide flexible customization of document routing, task management, state management, and event notifications to meet the goals of a SSC

Quick Implementation

Integration mechanisms and No-, Pro- and Low-Code tools will help to quickly implement solutions into the SSC infrastructure and integrate with any software: ERP-systems, e-mail, industry solutions

SimpleOne ESM Platform in SSCs

Improved Appeals Processing Quality

Significant improvement in the quality and speed of processing requests due to centralized recording and control leading to productivity increase by up to 40% in service departments

Increased Workforce Productivity

Increasing of workforce productivity and satisfaction level of SSC specialists through automation of routine processes

Improved Process Control

Increased governance through end-to-end reporting and transparency of all service processes

IT Infrastructure Optimization

Reducing of IT maintenance costs by simplifying the infrastructure, as well as enabling self-development of the system without programming

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SSC Automation

A integrated solution to increase efficiency, reduce costs and improve service quality in shared service centers

Service Centralization and Optimization

What is a SSC?

SSC operates as a service center for internal customers working according to specific service level agreements (SLAs).

What is a SSC?

SSC operates as a service center for internal customers working according to specific service level agreements (SLAs).

Key Challenges of a Modern SSC

Systems and Processes Fragmentation

Many SSCs use systems that are not integrated with each other leading to duplication of data and ineffective coordination and collaboration

High Operating Costs

Maintaining and managing multiple systems increases IT support costs and reduces budget utilization

Scaling Services Difficulties

Traditional infrastructures often struggle to support scaling. Adding new services or extending existing ones requires significant resources

Lack of Transparency and Control

Insufficient integration of systems makes it difficult to monitor and analyze processes, hindering the ability to make quick, informed management decisions

How SimpleOne Solves These Problems

Integration and Consolidation

SimpleOne creates a unified information space for all SSC departments, increasing work efficiency and service quality

A single self-service portal for all SSC services (HR, IT, finance, ACH, etc.).

Integrated ticketing system with omnichannel communication

Seamless integration with corporate systems (ERP, BI, EDI, RPA)

Centralized service catalog with flexible access configuration

Unified knowledge base to improve the efficiency of SSC employees

Process Automation

The platform provides tools for quick automation and continuous improvement of SSC processes

Visual business process builder with support for advanced logic

No-code/Low-code tools for quick services development and deployment

Automatic task assignment and routing based on skills and workload

SLA, OLA and UC management with automatic monitoring

Analytics and Performance Management

SimpleOne provides full visibility into SSC operations and provides tools for continuous efficiency improvements

Customizable dashboards for different roles (SSC managers, process managers, executives)

Detailed analytics on all aspects of SSC operations (SLA fulfillment, customer satisfaction)

Load forecasting and resource planning based on data

Automatic report generation for SSC management and clients

Additional Features

Artificial Intelligence Tools

SimpleOne provides a set of out-of-the-box AI solutions and intelligent widgets that can be easily integrated into SSC workflows

Out-of-the-box OCR widgets for fast document recognition and processing

Easy AI integration into workflows to optimize operations

Speech analytics and conversation scoring to improve customer experience

Autofill information based on speech analytics

Pre-configured service solutions

Artificial Intelligence Tools

SimpleOne ESM Platform Advantages

High Performance

With support for high loads, SimpleOne platform ensures fast performance even when a large number of users are working simultaneously

Flexible Customization

SimpleOne platform's low-code tools provide flexible customization of document routing, task management, state management, and event notifications to meet the goals of a SSC

Quick Implementation

Integration mechanisms and No-, Pro- and Low-Code tools will help to quickly implement solutions into the SSC infrastructure and integrate with any software: ERP-systems, e-mail, industry solutions

SimpleOne ESM Platform in SSCs

Improved Appeals Processing Quality

Significant improvement in the quality and speed of processing requests due to centralized recording and control leading to productivity increase by up to 40% in service departments

Increased Workforce Productivity

Increasing of workforce productivity and satisfaction level of SSC specialists through automation of routine processes

Improved Process Control

Increased governance through end-to-end reporting and transparency of all service processes

IT Infrastructure Optimization

Reducing of IT maintenance costs by simplifying the infrastructure, as well as enabling self-development of the system without programming