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Is your finance team bogged down by manual processes and inefficiency? According to a survey conducted by APQC, more than 50% of financial professionals identify manual processes as their biggest challenge. Freshservice can help finance teams eliminate manual, paper-based processes and achieve the operational efficiency they desire. Here’s how you can achieve that:
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1. Declutter Your Inbox
Managing a constant influx of emails from various teams can be overwhelming. Freshservice converts these emails into tickets that anyone in your department can address. You can add dedicated mailboxes for specific teams (e.g., payrollhelp@yourcompany.com, travelwithme@yourcompany.com) and automatically assign incoming tickets to the relevant group.
2. Ensure Data Segregation
Control the visibility of your service desk information by assigning team members specific roles or creating custom roles. Use restricted groups to prevent other groups, including admins, from viewing sensitive ticket details, especially when dealing with banking information, contracts, and other confidential data.
3. Create a Service Catalog for Employee Requests
Consolidate finance-related queries in a unified place. Whether it’s expense reimbursements or billing issues, employees can select the relevant service directly from your support portal.
Pro Tip: Automate approval workflows for requests requiring external stakeholders’ approvals, creating a comprehensive audit trail. Use custom objects to set up complex approval processes where the approver varies by item. For recurring requests, create canned responses to streamline your team’s workflow.
4. Use Knowledge Base to Document Important Information
Build a knowledge repository by documenting critical processes and policies, such as tax-related policies, reimbursement procedures, and billing dispute resolution methods. Freshservice allows you to selectively expose these documents to the relevant audience, ensuring that vital information is always accessible.
5. Set the Right Expectations with SLAs
Finance teams handle a wide range of requests, each with varying completion times. Set SLAs (service level agreements) for different types of requests to communicate expected completion times to employees and establish clear targets for your agents.
6. Make Ticket Properties Relevant to Your Team
Use Business Rules for Forms to display only fields pertinent to the Finance team for the tickets they manage. This helps streamline the ticket properties form, making it shorter and less confusing for your team to fill out.
7. Analyze Your Service Desk’s Performance
Team Dashboards provide an overview of helpdesk data, helping you understand how your service desk is performing. Use this real-time data to allocate agents, prioritize urgent requests, and make informed decisions to improve efficiency.
8. Enable Self-Service to Free Up Your Employees
Implement the Freshservice virtual agent to handle FAQs from employees around the clock. Available on Slack and MS Teams, the virtual agent allows employees to get their queries answered anytime, ensuring that month-end closures and other critical periods do not disrupt support services.
9. Stay on Top of Tasks with Project Management
Manage tasks and collaborate within your team using Freshservice’s project management features. Whether handling M&As (Mergers and acquisitions) or ensuring timely year-end bonuses, you can easily monitor your team’s progress.
By leveraging Freshservice, finance teams can transition from manual, paper-based processes to a more efficient, automated system.
Ready to streamline your finance function? Book Your Free Demo for Freshservice today and see how it can revolutionize your finance operations. Polar Strategy is here to help you understand and implement Freshservice seamlessly.
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