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Publication date: 01 Apr 2024

Unlocking The Power of Automation to Optimize Business Shared Services


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IDC Highlights a 50% Task Time Reduction Goal for Shared Services

SINGAPORE, 01 April 2024 – In a recent report, Shared Services Automation for Business Optimization, IDC highlights the need for shared services in business to boost efficiency, reduce costs, and standardize processes across the organization. Shared services refer to a business model in which common support functions (e.g., HR, IT, procurement, etc.) are centralized and provided as shared resources to multiple departments or business units within an organization.

Despite its long-standing application, implementing shared services presents significant hurdles, ranging from outcome inaccuracies to delays in fulfilling requests. Such challenges not only affect the smooth running of operations but also impede organizational agility and diminish customer satisfaction. IDC survey uncovers that in all industries, the time for completion of tasks should be cut down by 50%.

Automating shared services processes can significantly enhance efficiency and unlock the potential within organizations. With the integration of automation and optimization, companies experience significant improvements in satisfaction and user experience with shared services. The fusion of automation with advanced GenAI technologies can simplify workflows, reduce mistakes, and elevate the service delivery process, thereby nurturing a positive image and trust in shared service offerings. Moreover, employees recognize that an optimized shared services framework affords them additional time for skill development, which in turn, fosters innovation and introduces new capabilities to the business.

“Gen AI can revolutionize shared service automation by enabling intelligent decision-making, where the system learns from data to optimize processes, predict needs, and personalize services,” says Dr. Lily Phan, Research Director, Intelligent Automation, IDC Asia/Pacific.

“This AI-driven approach minimizes errors and enhances efficiency by automating routine tasks and allowing employees to focus on more complex, value-added activities. Furthermore, Gen AI can continually improve service delivery through real-time feedback and adaptive learning mechanisms, ensuring that shared services evolve in alignment with organizational goals and user expectations,” Dr. Phan ends.

This report, Shared Services Automation for Business Optimization   (Doc #AP51586724), delves into the challenges and opportunities surrounding shared services efficiency and employees’ perspectives on how automation can optimize shared services.

For more information on this report, please contact Dr. Lily Phan at For media queries, please contact Miguel Carreon at  and Michael de la Cruz at

*Asia/Pacific (excluding Japan)


About IDC

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,300 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading tech media, data and marketing services company. To learn more about IDC, please visit Follow IDC on Twitter at @IDCAP  and LinkedIn. Subscribe to the IDC Blog  for industry news and insights.