Shared Services Center Via Intranet

Transform the intranet into a single point of corporate services with clear SLAs and automation.

Quick summary

• Objective: Consolidate recurring demands into a standardized service hub.
• Audience: SSC managers, operations and internal support.
• Benefits: Reduces rework, delivers transparency and improves the employee experience.

Unified catalog and taxonomies

Structure service categories with clear descriptions, deadlines and responsible owner. Use tags to facilitate searching, reporting and continuous learning.
When Unified catalog and taxonomies becomes part of intranet governance, the company avoids isolated initiatives and turns the topic into an operating routine with clear ownership, adoption metrics, and continuous improvement.
An efficient approach combines diagnosis, impact prioritization, and biweekly iterations. Document hypotheses, define success criteria and involve partner areas from the beginning (Communication, IT, Security, Legal and HR).

Good practices

• Start simple and measurable: one delivery per sprint that generates immediate value.
• Standardize nomenclatures and taxonomies to avoid content silos on the intranet.
• Create page and card templates to speed up republishing and ensure consistency.
• Use light segmentation and personalization (by business unit, profile and location).
• Collect continuous feedback within the intranet itself (polls, reactions, internal NPS).

Practical example

1. Map the current flow related to the topic and identify bottlenecks.
2. Propose a high-impact card or page, with clear CTAs (do, learn, request).
3. Publish for a pilot (sample of users) and track consumption, clicks and conversions.
4. Iterate on content and UX based on engagement data.

Workflow automation and integrations

Implement intelligent forms, automatic routing and integrations with ERP, HR and facilities. Ensure end-to-end traceability with real-time insight.
When Workflow automation and integrations becomes part of intranet governance, the company avoids isolated initiatives and turns the topic into an operating routine with clear ownership, adoption metrics, and continuous improvement.
An efficient approach combines diagnosis, impact prioritization, and biweekly iterations. Document hypotheses, define success criteria and involve partner areas from the beginning (Communication, IT, Security, Legal and HR).

Good practices

• Start simple and measurable: one delivery per sprint that generates immediate value.
• Standardize nomenclatures and taxonomies to avoid content silos on the intranet.
• Create page and card templates to speed up republishing and ensure consistency.
• Use light segmentation and personalization (by business unit, profile and location).
• Collect continuous feedback within the intranet itself (polls, reactions, internal NPS).

Practical example

1. Map the current flow related to the topic and identify bottlenecks.
2. Propose a high-impact card or page, with clear CTAs (do, learn, request).
3. Publish for a pilot (sample of users) and track consumption, clicks and conversions.
4. Iterate on content and UX based on engagement data.

SLA management and proactive communication

Display status on dashboards, send notifications and offer self-service options. Use analytics to predict bottlenecks and adjust service capacity.
When SLAs Management and Proactive Communication becomes part of intranet governance, the company avoids isolated initiatives and turns the topic into an operating routine with clear ownership, adoption metrics, and continuous improvement.
An efficient approach combines diagnosis, impact prioritization, and biweekly iterations. Document hypotheses, define success criteria and involve partner areas from the beginning (Communication, IT, Security, Legal and HR).

Good practices

• Start simple and measurable: one delivery per sprint that generates immediate value.
• Standardize nomenclatures and taxonomies to avoid content silos on the intranet.
• Create page and card templates to speed up republishing and ensure consistency.
• Use light segmentation and personalization (by business unit, profile and location).
• Collect continuous feedback within the intranet itself (polls, reactions, internal NPS).

Practical example

1. Map the current flow related to the topic and identify bottlenecks.
2. Propose a high-impact card or page, with clear CTAs (do, learn, request).
3. Publish for a pilot (sample of users) and track consumption, clicks and conversions.
4. Iterate on content and UX based on engagement data.

Recommended indicators

• Average resolution time per category
• Employee satisfaction with service
• Percentage of automation vs. manual
• Volume of reopened calls

Implementation roadmap

• Week 1: Map existing services and consolidate improvement backlog.
• Week 2: Define priority catalog and service agreements.
• Week 3: Configure automated workflows and critical integrations.
• Week 4: Communicate launch, train teams and measure initial satisfaction.

Next steps

• Add chatbot for 24/7 self-service.
• Publish monthly SSC performance report.
• Run biannual design sprints with user areas.