Fred Luddy, founder of ServiceNow, is not a traditional learner. He worked at a car wash and a mechanic shop, lived on a farm, and did various odd jobs while learning about his passion—computers and programming—from magazines, books, and tinkering with technology. “I really didn't want to go to school,” he says, referring to college. “I was really interested in programming and anything dealing with computers.” Fred thought he could probably have more fun working.

Enterprise workflow automation can streamline processes across teams and departments in your organization, resulting in improved efficiency and cost savings. ‍ If you are feeling bogged down by tedious and repetitive tasks that distract you away from more meaningful, high-value tasks, then it is time to consider implementing an enterprise workflow automation solution.

Digitizing the customer experience remains a key initiative for many organizations—even during a tough economic climate when cutbacks are running rampant. Investing in digital strategies to connect people, processes, and systems can yield a unified approach to customer service that drives efficiencies, empowers colleagues, and increases customer loyalty.

It’s increasingly common for service desk teams to perform some support operations over a live chat. This is a win for everyone. When using chat support, employees are looking for quick wins when it comes to solving their problems, and in many cases, the service desk can help them quickly without needing a site visit. I worked the service desk way before online chats were possible, but the truth is not much has changed since then.

In modern organizations, employee efficiency matters just as much as—if not more than—productivity. Although the terms are often used interchangeably, they capture different phenomena. Productivity measures how much work an employee gets done overall. Efficiency refers to an employee’s ability to get more done in less time, with fewer resources.