[{"@context":"https:\/\/schema.org\/","@type":"BlogPosting","@id":"https:\/\/www.the-future-of-commerce.com\/2025\/10\/06\/enterprise-service-management-more-efficiency-lower-costs-better-profitability\/#BlogPosting","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2025\/10\/06\/enterprise-service-management-more-efficiency-lower-costs-better-profitability\/","headline":"Enterprise service management: More efficiency, lower costs, better profitability","name":"Enterprise service management: More efficiency, lower costs, better profitability","description":"When infused with AI, ESM helps break down silos and connect people, data, and processes to speed resolutions. This improves the service experience for happier employees, customers, and business partners while reducing operational costs and increasing profitability.","datePublished":"2025-10-06","dateModified":"2025-10-03","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/renee-wilhelm\/#Person","name":"Renee Wilhelm","url":"https:\/\/www.the-future-of-commerce.com\/contributor\/renee-wilhelm\/","identifier":905,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/276d6ce78a46a7668c4ea158fd1f979d80645a42e60ead818eab000a099daae3?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/276d6ce78a46a7668c4ea158fd1f979d80645a42e60ead818eab000a099daae3?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","width":172,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2024\/11\/AI-in-distribution_FTR-2.jpg","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2024\/11\/AI-in-distribution_FTR-2.jpg","height":375,"width":1200},"url":"https:\/\/www.the-future-of-commerce.com\/2025\/10\/06\/enterprise-service-management-more-efficiency-lower-costs-better-profitability\/","video":[null,{"@type":"VideoObject","@id":"https:\/\/i.vimeocdn.com\/video\/2055471167-32dc7ab1cf14c240d7c30dba786cd9e204de2e307ae21d5b6805f3b1219a594c-d_295x166?region=us","name":"Accelerate Service Delivery with SAP Enterprise Service Management","description":"","thumbnailUrl":"https:\/\/i.vimeocdn.com\/video\/2055471167-32dc7ab1cf14c240d7c30dba786cd9e204de2e307ae21d5b6805f3b1219a594c-d_295x166?region=us","uploadDate":"2025-09-04T18:00:16+00:00","duration":"P0DT0H1M30S"}],"about":[{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/service\/customer-service\/","name":"Customer Service","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Customer_service","http:\/\/www.wikidata.org\/entity\/Q1060653"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/customer-experience\/employee-engagement\/","name":"Employee Engagement","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Employee_engagement","http:\/\/www.wikidata.org\/entity\/Q14937678"]},"Employee Experience & Engagement",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/finance\/","name":"Finance","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Finance","http:\/\/www.wikidata.org\/entity\/Q43015"]},"HXM: Human Experience Management",{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/industries\/","name":"Industries","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Industry","http:\/\/www.wikidata.org\/entity\/Q2976602"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/commerce\/intelligent-enterprise\/","name":"Intelligent Enterprise","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Intelligent_enterprise","http:\/\/www.wikidata.org\/entity\/Q6044119"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/service\/","name":"Service","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Service","http:\/\/www.wikidata.org\/entity\/Q7406919"]},{"@type":"Thing","@id":"https:\/\/www.the-future-of-commerce.com\/service\/service-general\/","name":"Service","sameAs":["https:\/\/en.wikipedia.org\/wiki\/Service","http:\/\/www.wikidata.org\/entity\/Q7406919"]}],"wordCount":829,"keywords":["AI In Customer Service","Customer Service","Customer Service Management","Digital Transformation","HR","Operations management"],"articleBody":"Every business has to find a way to stand out from the competition while keeping costs in check. Today, many are looking to enterprise service management as a way to increase their competitive edge by boosting operational efficiency.That’s because when it comes to internal service delivery, there’s a lot of room for improvement. Hamstrung by organizational silos and unstructured processes, inquiry management winds up being a complex, expensive operation that can frustrate employees and sour business relationships with suppliers, partners, and customers. From HR and IT to supply chain and procurement, service delivery suffers.Businesses pay a high price for this kind of inefficiency. According to Gartner estimates, one hour of lost productivity can cost an organization with more than 10,000 employees nearly $69 million a year.Enterprise service management (ESM) provides a way to standardize and centralize service delivery. When infused with AI, ESM helps break down silos and connect people, data, and processes to speed resolutions. This efficiency improves the service experience for happier employees, customers, and business partners while reducing operational costs and increasing profitability.Reaching a breaking pointMany businesses are struggling to serve their customers, both internally and externally. Whether its an employee, supplier, partner or consumer, they expect fast answers and resolutions, but companies are mired down by inefficiency and fall short.Organizational silos with too many internal\u00a0 unstructured, often manual processes make it impossible for a business to meet customer expectations. Here’s why:No data capture or repeatabilityNo performance measurementLong resolution timesHigh potential for erroneous responsesKnowledge is buried in email conversations, forcing employees to hunt for the right expertThis leaves resolutions to institutional knowledge with the risk of different answers from different resources. Stressed service teams juggle heavy, unprioritized workloads, and overflowing inboxes. Everyone’s frustrated: Employees and the customers they’re serving.Enter enterprise service managementOrganizations today realize they can no longer overlook these inefficiencies, especially with modern, cloud-based technologies and artificial intelligence making it possible to gain agility and reduce costs. AI is transforming the way companies run and fueling new approaches that allow employees to be more productive and strategic in their day to day work.ESM offers a way to leverage new technologies and AI to streamline and improve service. By capturing processes and linking data across departments in a unified, connected system, it reduces complexity to speed resolutions.The most effective ESM solutions have these capabilities:Self service\u2014Employees and business stakeholders can service themselves with easy access to knowledge and policies via their preferred channel. AI agents reduce burden on support resources.Case managementModeling ease for any inquiry typeSeamless experience with supporting solutions and toolingFlexible UXContextual knowledge access\u2014Flexible knowledge models with in-context results from all relevant sourcesCollaboration support (within and between departments)Embedded AI-driven process automation and workflowsAnalytics & insights, including real-time service delivery performance insights & dashboardsThis content is hosted by a third party ( player.vimeo.com ).To view the content, either update your cookie preferences or view it in a new browser window.Cookie PreferencesNew WindowStreamlined service gets real resultsOrganizations implementing modern AI-enabled enterprise service management are seeing benefits on a number of fronts: Reduced time to resolution across lines of business, improved experiences for employees and those they serve, and tremendous cost savings.Simplifying and automating employees’ daily tasks boosts productivity, giving them more time to work on strategic improvements and growth opportunities. With quick access to the right data, support teams don’t get frustrated hunting down information. They’re more satisfied in their jobs and less likely to leave. Faster, accurate response makes stakeholders happier and decreases operational costs.A single, connected ESM platform:Ensures collaborationMinimizes IT infrastructure costsUnifies processesSimplifies expert skillsetsEnsures consistent service deliveryReduces total cost of ownershipA global supplier of technology-driven natural ingredients, ingredient systems, and integrated solutions for the food and beverage industry implemented SAP Enterprise Service Management to streamline HR service processes. The results were dramatic:60% of employee requests to HR went through self-service widget since go-live33% reduction in resolution time (from three to 2 days)4x increase in productivityNow, the company is planning to expand the deployment enterprise wide for broader adoption across departments. With its unified ESM approach, they’re setting a standard for enterprise-wide efficiency.Embarking on ESMOrganizations looking to ramp up operational efficiency with centralized AI-powered enterprise service management should start by mapping out departmental needs (HR, finance, procurement, IT, etc.) and identifying cross-departmental needs for service delivery.Then, begin piloting ESM in one or a few departments. By starting small, then testing, monitoring results, and iterating you can manage IT resources and scale with confidence.You won’t have to wait long for a return on investment. With lower costs, greater efficiency, and happier employees and stakeholders, your business can drive growth and outshine the competition.  Breakdown silos. Boost efficiency. Reduce costs. Standout service delivery starts HERE."},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2025","item":"https:\/\/www.the-future-of-commerce.com\/2025\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"10","item":"https:\/\/www.the-future-of-commerce.com\/2025\/\/10\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"06","item":"https:\/\/www.the-future-of-commerce.com\/2025\/\/10\/\/06\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"Enterprise service management: More efficiency, lower costs, better profitability","item":"https:\/\/www.the-future-of-commerce.com\/2025\/10\/06\/enterprise-service-management-more-efficiency-lower-costs-better-profitability\/#breadcrumbitem"}]}]