IT company CROC has conducted research showing that 47% of companies surveyed are implementing or looking towards automated enterprise services to increase employee satisfaction. Furthermore, 38% of respondents consider digitalization as a way to improve a company's image and HR brand. However, only 22% of companies specified the pandemic and shift to remote work as the main driver towards automation.

According to the research, the majority (70%) of companies intend to carry on with their existing hybrid models until the end of 2021. A number of questions also addressed how to digitalize business processes and provide enterprise services. Some 69% of respondents noted that companies are embracing automation by engaging external contractors, while 24% rely on in-house resources. Also, 33% of companies deliver enterprise services via a unified platform (ESM/ITSM)*, while 57% use different IT systems. Interestingly, 10% of respondents still manage enterprise services manually using Excel, Google Docs, etc.

Switching to remote work and maintaining the hybrid work format primarily call for improvements in a wide range of areas, including equipment relocation monitoring, enterprise network optimization, remote access from mobile devices, employee health and training, as well as HR document management. This will fuel ever-growing demand for fast and high-quality support, including RPA. AI-based request routing and processing systems, as well as chatbots, will also increasingly be used to deal with the ever-expanding number of routine tasks to be performed.

Elena Sidorova
Head of Integration and IT Management, CROC

Indeed, respondents said that their companies are heading towards service automation in most support departments. Although IT service is still the automation leader (according to 95% of respondents), companies increasingly deliver HR and administrative and facility management functions (48% and 47%, respectively) via Service Desk. In addition, 27% of organizations automated legal support (e.g. consultations, contract evaluation, and contractor check), while 15% automated marketing services (e.g. drafting presentations, advertising materials, and design).

Around one third of staff have experienced difficulties interacting with IT departments after switching to remote work. To tackle these problems, companies need to implement new IT management methods. Therefore, it is important to provide fast access to both technology and information, so that employees can work as efficiently as possible.

Lyubov Trunina
Administration, Personnel, and Social Policy Executive, CROC

Currently, 12% of companies plan to automate administrative and facility management services, followed by 6% when it comes to marketing functions. Moreover, 3% of respondents said they are ready to digitalize HR (personnel recruitment and training, vacation planning, etc.) and legal services. 

Even once the pandemic comes to an end, the corporate trends it has given birth to will remain. Many companies, ranging from small enterprises to industrial giants, have realized that remote work can be much more efficient than in-office work.

ESM (Enterprise Service Management) involves studying the application of a service and process approach to managing enterprise services in all of a company's various departments (IT, administrative and facility management department, accounting, HR, information security, etc.).

ITSM (IT Service Management) is an approach to managing and organizing IT services with the aim of satisfying business needs. IT service providers manage IT services using an optimal combination of people, processes, and information technologies.