A changing workforce demands agility from service providers

The influence of millennial workers on enterprise IT is growing, fast. They are digital natives who can quickly discover new solutions, are eager to adopt them and to bring them to their organisations. One-size-fits-all isn’t suitable for meeting their needs. Service providers need flexibility, based on agile core communications capabilities, to attract millennial customers in today’s workplace.

We all know that the workplace is changing, with mobility increasingly dominating as service providers seek to service the needs of mobile workers and remote working, but it’s also true that the nature of the workforce itself is also changing.

That’s because more and more millennials are entering employment, bringing with them a host of attitudes and expectations. Millennials have been digital natives from an early age, so have no qualms about exploring new technology and embracing new solutions. This contrasts with previous generations, which have had to adapt to the increasing adoption of technology – which has proven to be a steep learning curve for some.

Digital natives, however, actively embrace new solutions. They explore new technology, discover products and platforms, and innovate to find answers rather than wait for them to be provided. As more and more millennials enter the workforce, companies can benefit from this innovation and it can accelerate their own digital transformation projects.

One outcome that is already apparent is the proliferation of cloud applications within the enterprise. For example, many companies have adopted multiple collaboration tools – Teamwork here, Slack there, Trello somewhere else. Different teams may choose different tools, even within the same organisation. Similarly, one company may adopt Zoho as a CRM, while others choose Salesforce or Basecamp. The possibilities are seemingly endless, with new platforms being released each month.

Employees eager to find their own solutions are happy to do so and, while this presents something of a challenge for IT departments (if they exist in smaller organisations), it also provides new ways of delivering efficiencies.

For millennials, then, traditional “one-size-fits-all” approaches are simply not fit for purpose. Service providers need to recognise this when they offer ICT services to business customers. They need to think in a more agile way, so that they can tailor solutions and integrate with the IT landscape that millennials are creating. It’s not about providing a complete solution, but rather about blending into highly differentiated environments, supporting heterogeneous solutions.

To support this, service providers must be able to offer core communications capabilities, from a hosted environment, but these must also be able to co-exist and integrate with other solutions. Today’s service providers have to recognise they cannot be a one-stop-shop or offer the same vanilla solutions. Agile millennial customers seek agile solutions.

Flexibility and agility have always been central to Gintel. We offer the ability to deliver the core communications service (with deep integration to fixed and mobile core networks) but the flexibility to integrate with external platforms, so that organisations can stitch together the communications and collaboration tapestry that best suits their needs. We can also enable rich customisation, allowing service providers to tailor their communications services for individual organisations. So, if you are challenged by the needs of the millennial customers, we can help you adapt and thrive. Get in touch.

 

CRM, ICT, Service providers, millennials

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