Social business is gaining ground amongst savvy workforces. Businesses are turning to social technologies, but not to share status updates and likes. Smart businesses recognise that social tools can drive business productivity and innovation.
According to an IBM study, the share of companies that are using social business initiatives to find information more quickly and increase productivity is poised to reach 84 percent in 2014, up from 66 percent just two years ago.
BP has announced that it has selected IBM to help it achieve its social business goals.
IBM will integrate and manage the company’s business applications globally, as well as provide enhanced service desk support for 60,000 employees and 80,000 devices in the Americas and Europe.
These social and analytics capabilities will enable the oil and gas company to improve its business processes and drive greater business productivity across the company.
IBM will help BP launch new chat capabilities for its IT service desk. The chat services will help BP employees to improve productivity and first-time resolution rates.
End user computing is considered to be the face of IT to employees across companies so it is important that the service is efficient and well managed. The IBM solution for BP is focused on providing a personal service that gives choice on how and when to get help.
Services such as live online chat enable employees to talk to the help desk in real-time and in their local language through a live agent or through the self-help web portal at BP.
"BP’s business requirements are changing and the technologies that will enable us to meet our strategic objectives are evolving even faster," said Mark Bouzek, Vice President, Global Operations and Infrastructure, BP.
"As a complex global organization, BP needs to continuously improve our business processes and the speed of service we deliver to our employees and external customers" he said.
"IBM has consistently met high standards for quality delivery as well as delivering innovation for BP. We have proven that we are the right partner to serve BP with our global presence, relentless focus on service and our drive for continuous improvement." said David Marley, Managing Director, IBM.
Global companies across every industry are now embracing social tools to enable real-time communication across their workforce and taking social business practices to their core.
Having a consistent support mechanism for a global workforce is one positive step to enhancing productivity across the whole company – and easing the pain felt by helpdesk staff around the globe.