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Nine out of ten global companies (87%) focus on developing the facilities needed for remote work, while 61% of organizations rely on accelerating the digital agenda, reveals Deloitte Global Shared Services & Outsourcing Survey, published on Tuesday and quoted by Agerpres.
In the context of companies are looking for ways to further reduce costs and increase productivity, about three-quarters of respondents (73%) intend to implement a hybrid way of working (two to three days a week in the office) or mainly remote (14%), with only a few days a month at the office, and only 9% plan to return to their daily office attendance.
At the same time, in order to ensure the retention of employees in support service centers, the respondents claim that they focus on the development of organizational culture (77%), on highlighting employee wellbeing opportunities and flexible work schedules (62%), as well as on personal development prospects. and innovation opportunities (62%).
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According to the Deloitte study, successful organizations, which have successfully achieved three or more of the objectives pursued through support centers, have set more digital transformation activities as priorities: 72% of them have implemented RPA technology (automation of robotic processes ), 55% have integrated enterprise resources planning (ERP) systems that help plan the company’s resources, while more than half (53%) have adopted solutions based on cloud technology.
The process itself and the technical complexity represent, for 43% of those surveyed, the biggest challenges regarding automation.
Globally, the data of the specialized study show that India remains the preferred destination for the establishment of support service centers for most fields (consumer goods, energy, financial services, telecommunications, etc.), followed by the USA. Other countries in which there are investments in the field of global business services are Portugal and Lithuania.
Most organizations say that standardizing and streamlining processes is their main strategic goal for investment in support service centers in 2021, and 78% have achieved it. The next places are to reduce costs (the main priority in 2019) and increase the value of the business, which remain immediate and concrete benefits of setting up a support service center.
Among the organizations that identified cost reduction as an objective of these investments, 88% reached their target, according to the research findings.
The Deloitte Global Shared Services & Outsourcing Survey was conducted on a sample of more than 600 leaders from organizations in approximately 45 countries, including Romania, who have support service centers in nearly 75 countries.