Leveraging Technology for Shared Services Transformation

M. V. N. Naga Lakshmi, Y. V. N. Sai Sricharan and T. Vijayakumar
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M. V. N. Naga Lakshmi: School of Management, SRM Institute of Science and Technology
Y. V. N. Sai Sricharan: Verizon Data Services India Limited
T. Vijayakumar: School of Management, SRM Institute of Science and Technology

Chapter Chapter 3 in Innovation, Technology, and Market Ecosystems, 2020, pp 51-64 from Springer

Abstract: Abstract The study aims to gauge the influence of the increasing role of technology on Shared Services (SS) operations and efficiency. Based on information gathered by means of a questionnaire-based survey from over 100 Shared Service practitioners representing over 60 Shared Service Organizations (SSOs) across 14 industry segments in select cities of south India, where most Shared Service Centers (SSCs) are located, the findings of the survey reinforced that technology is largely considered a game changer for Shared Services, fundamentally changing the way SSCs operate. SSCs are harnessing technologies of Intelligent Process Automation such as Digital Process Automation, Robotic Process Automation, Machine Learning, and Cognitive and Artificial Intelligence in not just decreasing the effort required for repetitive, labor-intensive tasks but empowering SSCs to engage efficiently and accomplish higher-value objectives while they continue to stay competitive and meet changing customer needs effectively.

Date: 2020
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DOI: 10.1007/978-3-030-23010-4_3

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