How Employee Service Desk Is Changing Manufacturing Companies?

How Employee Service Desk Is Changing Manufacturing Companies?
Service Desk
Power of GenAI within Service Desk
Service Gif
Get Started Today

We all are well aware that digital technologies are being embraced by businesses all around the globe to change the way we did business in the past. Regardless of the industry, it is crucial to provide employees with the right and quick support for any issues they may encounter. As a service desk manager, I can assure you that if your organization fails to provide timely support to your employees, it will undoubtedly hinder employee productivity and organizational ROI. I recently interacted with a C-suite-level manufacturing employee who told me about most manufacturing organizations' pain points. According to him, manufacturing is one industry that confronts a distinct set of IT difficulties that impact the company's financial health ever since the pandemic outbreak. Just like every other industry, manufacturing organizations also consider improving ROI can only be accomplished by elevating employee productivity or cutting costs. But the IT issues faced by the manufacturing industry can be challenging to resolve, even if they are sometimes easy to diagnose.

Manufacturing organizations must handle quality service ranging from field service to production and delivery. Manufacturing business units should also boost employee productivity, enhance support capacity and maintain even high-quality machinery and equipment to avoid breakdowns and failures, as they are still vulnerable to breakdowns. Despite this, it is also crucial to minimize machine downtime, which includes setup or changeover time and unplanned downtime. Indeed, the companies that can effectively handle all these challenges will have a significant advantage over their competitors.

Manufacturing sectors must deliberately implement factory-wide advanced technology that actively supports employee efficiency to increase productivity growth as well as provide novel experiences for customers and employees that boost competitiveness and ROI. So, it's always better for manufacturing organizations to invest in a robust employee service desk like that leverage the power of conversational AI and machine learning (ML) rather than depending on a traditional or outdated service desk. When manufacturers have an AI-powered modern service desk; your employees would constantly seek assistance from the service desk solution to address their problems efficiently.

In this blog post, I have identified the top pain points they faced in this post-pandemic era, based on discussions with our manufacturing clients. Undoubtedly, finding solutions to increase productivity begins with understanding existing problems and underlying causes. An AI-powered employee service desk is your best bet if you want to follow up as soon as possible. Do you desire more information on this? So, stick with us until the end, and we'll give you an answer!

PainPoints faced by Manufacturing Organizations

Pain Points Faced By Traditional Manufacturing Companies

  1. Lack of quick and proper employee support

    Poor employee support can have a significant impact on the manufacturing sector, leading to higher rates of employee turnover, absenteeism and decreased productivity. Because, when manufacturing employees are forced to wait for a long time to get assistance with technical issues or other types of problems, it can be frustrating and impact their work performance.

    Poor employee support can lead to a feeling of dissatisfaction and lack of motivation among employees, which can ultimately lead to decreased quality of products and a decrease in customers. Poor employee support can also lead to more errors and accidents in the workplace, resulting in costly repairs, delays and lost production time.

  2. Limited access to the right information

    Without access to accurate and up-to-date data, it is difficult for every manufacturing organization to make informed decisions about production, inventory, and other operational needs. When manufacturing employees lack work instructions or have accumulated excess data, it will affect their productivity. Without the ability to look at the total cost of ownership, supply chain and logistics costs, and customer demand, it is difficult for manufacturers to remain competitive. Employee productivity declines when employees lack the knowledge necessary to produce high-quality products effectively.

    Additionally, limited access to data can lead to inefficiencies, as manufacturers are unable to make real-time adjustments and optimizations in their operations. Ultimately, limited access to data can lead to higher costs, delayed production times, and decreased customer satisfaction.

  3. More human errors

    Undoubtedly, human errors can have a significant impact on traditional manufacturing companies, as they can lead to a variety of issues that can be costly to repair. Yet, human error is one of the most common problems in the traditional manufacturing industry. They impact the most frequent hazards that manufacturing organizations face, ranging from safety and quality concerns to cybersecurity concerns.

    For example: Workforces can mistakenly or insecurely configure devices, expose business-sensitive information to third parties for quoting, mishandle equipment, or unknown open attachments. And such errors can cause huge ROI loss to your organization.

    Despite this, errors in production can lead to products being produced with defects, resulting in increased costs in terms of scrap and rework. Poor judgement in decision making can lead to lost production time and delays in delivery. Mistakes in design and execution of processes can lead to increased costs in resources and materials. Finally, a lack of attention to detail can lead to mistakes in documentation, leading to incorrect orders or incorrect parts being used.

  4. Poor employee and end-user experience

    In the post-pandemic era, when the smart manufacturing trends continued to improve production, end-user support was neglected with outdated or traditional systems that deliver poor employee experiences, which indirectly affected production through subpar service delivery for employees and strained relationships with vendors, suppliers, and customers.

    Poor employee experience can lead to a decrease in employee engagement, job satisfaction, and productivity, which can lead to a decrease in ROI for the manufacturing sector. Employees who are not engaged or satisfied with their job and experience can lead to reduced employee retention, absenteeism, and morale, which can lead to an increase in labor costs and a decrease in overall productivity.

    Moreover, employees who are unhappy with their job and experience may be less likely to recommend the company to others, leading to a decrease in potential customers and sales. Finally, employees who are dissatisfied may take part in more costly and time-consuming grievances and lawsuits, resulting in further financial losses.

  5. Inefficient processes

    Inefficient processes can challenge manufacturing organizations in a number of ways. These include increased costs due to wastage, decreased productivity, and reduced customer satisfaction due to delays and poor quality. Inefficient processes can lead to a lack of visibility into operations, resulting in poor decision-making. They can also lead to longer lead times, higher inventory costs, and difficulty in meeting customer demands. Finally, inefficient processes can lead to a reduced ability to innovate and stay competitive.

    Manufacturing environments often have many different systems and processes in place, and it can be difficult for employees to navigate them all or know where to go for help. Service desk automation can streamline processes and provide a single point of contact for employees to get assistance with all types of issues.

  6. Outdated IT infrastructure

    Outdated IT infrastructure can be a major problem for traditional manufacturing companies, as it can lead to slower processes, increased costs, and security risks. An outdated system can also make it difficult to keep up with the market's demands, as newer technologies are being developed that can help streamline processes and reduce costs. A traditional IT system can also be a major security risk, as it may not be able to protect against the latest cyber threats. This can lead to data breaches and other issues that can damage a company's reputation and ROI.

  7. Lack of self-service options

    Undeniably, the lack of self-service options in the manufacturing sector can negatively impact every organization's efficiency and profitability, regardless of its size and shape. Occasionally, employees don't have time or resources to speak to a service desk representative and may prefer to resolve issues independently. Self-service options can help organizations to streamline processes, reduce human error, and improve customer service. Without the ability to access self-service options, manufacturers may be forced to rely on manual processes and manual data entry, leading to longer lead times and a drop in customer satisfaction. Additionally, the lack of self-service options can lead to an increase in costs associated with manual labor and result in a decrease in profits.

  8. Communication Challenges

    Manufacturing employees may work in different locations or shifts, making it difficult to communicate with IT or other support staff. Poor communication and collaboration can have a negative impact on a manufacturing organization in several ways. Poor communication can lead to misunderstandings, lost productivity, and higher costs due to wasted resources. Poor collaboration can lead to a lack of team cohesion, which can lead to decreased morale, decreased quality of work, and decreased customer satisfaction. Poor communication and collaboration can also lead to a lack of innovation and creativity, resulting in a lack of competitive advantage in the marketplace. This can lead to increased safety risks and an increased risk of costly accidents.

  9. Repetitive manual tasks and time-consuming processes

    Repetitive manual tasks and processes can have a negative effect on manufacturing organizations. These tasks can lead to increased costs due to labor and materials, as well as delays in production. Additionally, manual tasks can lead to errors and inefficiencies in the manufacturing process, resulting in product defects and customer dissatisfaction. It can also lead to employee fatigue and dissatisfaction, which can lead to reduced productivity, morale, and quality of work. When employees have to perform these tiresome tasks, it can limit the ability of the organization to be agile and responsive to customer needs.

  10. Lack of Standarization

    Lack of standardization can have a significant impact on manufacturing industries. Without standardized processes, it can be difficult to control quality, ensure safety, and ensure that products adhere to standards and regulations. Additionally, lack of standardization can lead to increased costs associated with production, such as the cost of materials and labor. It can also cause delays in production, as well as decreased efficiency and productivity. Without standardization, it is much more difficult to maintain consistency and accuracy in production, which can lead to customer dissatisfaction and potential losses in profits.

Automated Employee Service Desk To The Rescue

When a company manufactures products, it works with various multi-step processes. Hence the employees working in manufacturing sectors have to perform various tasks like assembling and processing the raw materials, checking the quality of each product, creating the finished product, distributing it to the clients, and many other duties. Undoubtedly, all these tasks are tedious and time-consuming manual tasks that affect employee productivity as well as organizational ROI. 

To their huge advantage, a manufacturing enterprise can streamline all these operations and tasks. Using a traditional service desk is not a permanent solution. Then, what is the ultimate solution? Needless to say, as the manufacturing industry seeks to increase productivity and efficiency, conversational AI has been growing in popularity. Quality control is one area where AI has a very big impact. When AI-powered service desks are used, manufacturing companies can evaluate things for flaws with a great deal more accuracy than humans can by employing sensors and data analytics. It improves the overall quality of the manufacturing process while reducing the number of defective products, streamlining the time-consuming and tedious tasks. When employees get timely and the right support from the service desk, it will help them perform their tasks better and enhance their productivity. An automated service desk is used in many businesses since the reports it produces are reliable and error-free in the long run.

Service desk automation

Recently, I have come across a report by the PWC which state that adopting automated technologies will boost the world economy by $15.7 trillion by 2030 in three crucial areas, including the manufacturing sector. Another report published by Dassault Systemes, says that more than 76% of manufacturing companies use automation technologies to enhance efficiency on their factory floors as a key strategy for growth. This means; indeed, the manufacturing sector has benefited from automation in the same way it has helped other industries overcome many workplace challenges.

Implementing an automated employee service desk in the manufacturing sector reduces human interference to an absolute minimum, resulting in little to no mistakes in the system and all reports—the ideal situation for the industry. An AI-powered employee service desk in the manufacturing sector operates equally as well as in the IT sector. These AI-enabled service desks increasingly automate tasks generally performed by human employees. When you provide the right employee support, automate and track several manufacturing operations components with the modern employee service desk solution, your employees will perform better, resulting in better ROI.

Now let’s look at the key benefits of using AI-powered employee service desks in the manufacturing sector.

Key Benefits of Employee Service Desk in the Manufacturing Industry

  1. Round-the-clock Employee Support

    As you all know, an employee service desk is an AI-powered software solution that aims to provide 24/7 support to employees, regardless of the industry to which they belong. Despite its primary focus on enhancing an organization's internal operations, employee service desks enable you to enhance employee support and customer service. A modern service desk enables employees of the manufacturing field to submit their tickets or requests through an invisible ticketing system, through virtual access points like intelligent conversational chatbots, or by receiving messages through collaborating platforms like MS Teams or Slack.

    As a result, employees and service desk representatives will have access to it to address common questions. This means with an employee service desk; manufacturing companies can quickly resolve questions or issues without having to create a ticket. Your employees shouldn't wait too long for your service desk agent to look into their issues. Employees can perform better when they get quick support via an AI-powered service desk. In addition, it reduces the service desk agents' workload, which, in turn, should increase organizational productivity.

  2. Organize all data in one place

    Having fragmented data is one of the manufacturing sector's main problems. Manufacturing companies need to keep track of the machines, tools, and procedures they use, the resources they utilize, and the products they produce. If your organization relies on the traditional service desk, this data may be dispersed over numerous platforms, which makes it challenging for employees to manage and track.

    It becomes more challenging to manage incidents and conduct sales when there are multiple platforms from which information must be accessed. With an employee service desk, manufacturing companies can now store customer, product, and production data in one place. When you implement a modern service desk with a robust knowledge management feature, your employees won't experience the frustration of speaking with an IT service desk agent who is unsure of all the details surrounding their case.

    Organizations can incorporate all manufacturing data into knowledge management, allowing valuable insights to be acquired and applied more efficiently. Manufacturers may ensure that all team members have access to the most recent data-backed information by centrally storing insights. When employees get real-time access to data, they no longer need to wait for a service desk agent to provide them right data.

  3. Automate workflows and time-consuming processes

    Manufacturing industry relies more on procedures and steps to make its goods. You need a cutting-edge tool to automate and streamline these tasks and workflows. An employee service desk is the best option for preventing protocol deviations and bad decisions. It assists in automating manual, time-consuming, repetitive processes for employees. AI-powered modern service desks can streamline workflows, tasks, and processes in the manufacturing sector in a number of ways. Some examples include:

    Automating repetitive tasks: AI-powered employee service desk offers chatbots and virtual assistants can handle routine queries, freeing up human staff to focus on more complex tasks.

    Predictive maintenance: Implementing a modern service desk can analyze data from sensors and other sources to predict when equipment is likely to fail, allowing maintenance to be scheduled in advance.

    Supply chain optimization: Conversational AI-powered service desk can be used to analyze data from the supply chain to identify bottlenecks and inefficiencies, helping to optimize the flow of goods and materials.

    Quality control: Modern employee service desk can be used to monitor production processes and identify defects or deviations from quality standards, helping to improve the overall quality of products.

    Real-time decision making: AI-powered service desk can analyze data in real-time and make decisions based on that data, helping to streamline processes and make them more efficient.

  4. Minimizes operating expenses

    A modern employee service desk with AI capabilities can help manufacturing industries cut costs in several ways, including reducing the amount of paper-based documentation, managing work orders, and streamlining routes. The cost of paper and printing and document management-related activities like scanning, storing, and filing should be considered. You can save much money by moving your field service operations to a fully automated system.

    By automating tasks and improving efficiency, AI-powered service desks can help to reduce labor costs and other operating expenses.

  5. Enhance internal collaboration

    How often have you been delayed in fulfilling employee requests because you misplaced information? Did you lose communication with one of your employees that you couldn't respond to? The simultaneous usage of several communication channels is quite typical in any industry.

    There will be internal problems, ranging from IT to admin services, while managing a large skilled labor force. To maintain company continuity, centralize all of these concerns on the employee help desk and allocate them to the teams responsible for solving them.

    You can integrate all the internal and external contact channels your manufacturing company uses into a service desk. You can combine emails, phones, and social networks on one platform.

  6. Completing tasks more quickly and efficiently

    As an employee of a manufacturing company, you should be aware of the importance of every second. Having more billable hours available to your technicians means less time spent planning routes and more time for accomplishing jobs. How long does your business take to map out preferred routes or plan operations? That seems like a lot of time. AI-powered employee service desks can handle requests more quickly and accurately than humans, leading to faster resolution times and higher customer satisfaction. This can help reduce human staff's workload and increase the service desk's overall efficiency.

    However, by automating all administrative duties with employee service desk solution, your employees will be able to work more quickly and effectively.

  7. Minimize human error

    There are numerous tasks that are extremely difficult for humans to complete. In such a situation, it is crucial to involve machines in work. This will increase output without posing any issues for people. Employees are therefore protected from severe injuries that may occur if they perform tasks that are impossible for them to perform.

    The AI-powered employee service desk can reduce human errors in the manufacturing sector by leveraging data-driven insights to improve overall accuracy and efficiency. For example, the AI can be used to scan data from previous orders, analyze customer feedback and identify potential errors. It can also automate mundane tasks such as filing reports and data entry, freeing up time for employees to focus on more critical tasks. Additionally, AI-powered employee service desks can provide personalized recommendations to employees when they encounter errors, helping to reduce the likelihood of errors in the future. A Modern Service Desk To Improve Your Manufacturing Unit's Performance

Of course, manufacturing is one of the most profitable and productive industries in the world, but it can also be extremely complex. With thousands of employees, multiple machines and processes, and numerous vendors, it can be difficult to stay on top of every detail. And finding an all-in-one platform will also be challenging for the manufacturers. Companies need to do more than just research the capabilities of emerging technologies if they want to succeed. In order to develop and expand value both at a discrete functional level and across the full value chain along cross-functional processes, leaders must first embrace a transformational and holistic mindset—one that views their organizations through a different lens. That's why I suggest manufacturers to invest in - a modern employee service desk with conversational AI capability to help streamline their operations, reduce costs, and increase efficiency.

Automation in manufacturing

It offers a comprehensive suite of tools like conversational AI-powered smart chatbots and world-class services to help manufacturers manage their employees and their machines more effectively. The platform that is integrated within collaborative platforms like MS Teams is exclusively designed to provide real-time employee support by automating routine tasks and workflows, delivering quick and accurate information etc.

You might be wondering what differentiates from other service desks. Here I have listed out the top features of that make it a next-generation service desk. 

  1. A conversational smart chatbot to address common issues

    It may seem that minor software bugs, software installations, document access requests denials, password resets, and related problems are minor, but the sheer volume of inquiries overwhelms many companies. In most cases, traditional service desks are occupied with tedious tasks instead of projects of higher value because these tasks are expensive to manage through agents.

    It is always challenging for manufacturing businesses to streamline their operations and automate their routine IT-related tasks and processes. Similarly, implementing an AI-powered chatbot to speed up IT processes increases profitability by reducing problem-solving times and production downtime.

    Being a robust AI-powered service desk with intelligent chatbots feature allows organizations to offer personalized employee support, automatically create tickets, notifications, routine workflows, change management etc., and speed up day-to-day operations within MS Teams. This allows service desk agents to free up their tasks and focus on more crucial jobs that can increase productivity. Without automations, technicians would have to spend valuable time manually carrying out routine tasks, which would raise their expenses and reduce their profit margins.

  2. Twitter-Age knowledge management for organized data

    Knowledge management is a big difficulty for modern manufacturing businesses, and it is hard to provide insightful data due to the absence of organized data. It is essential for manufacturers to continuously make educated decisions, such as hiring more support staff, maximizing asset utilization, modifying IT procedures for increased efficiency, and identifying inefficient processes.

    Being an AI-powered service desk, can help organizations make the most of their business knowledge base and offer employees seamless support via Twitter-Age knowledge management. Every time a manufacturing employee has a question, he or she only needs to add the inquiry; after that, all the relevant context will be displayed. On a single, integrated platform, staff members may quickly access all necessary information in articles, FAQs, handbooks, user manuals, etc.

  3. Resolve employee tickets invisibly is a conversational AI-powered service desk platform, that can instantly recognize the query and offer a response – everything within MS Teams. At, we refer to this type of case management as "invisible case management or invisible ticketing system" since end users never need to see the tickets created once the necessary information has been obtained from the employee and assigned to the appropriate support agent. They can use the app to generate, update, and inquire about tickets.

  4. Ensure live agent interaction

    Being an automated IT service desk, would allow employees to initiate a discussion on collaboration platforms like MS Teams and Slack if they want to communicate live with dedicated service desk agents. This enables phone or live chat communication between your manufacturers and the support agents.

    Due to the fact that all of your employees will encounter issues, the wave of service desk automation ensures that they are resolved as quickly as possible. Your manufacturing employees can receive individualized support from an automated service desk at every stage, from obtaining the automated first level of support to promoting a genuine connection with the agents.

  5. Automates routine tasks and workflows

    A manufacturing organization has to perform activities every day. If you use manual methods, your employees will have to put in a lot of time and effort on jobs that can be automated. Employees will benefit from an AI-powered service desk like by automating tiresome and time-consuming everyday tasks and processes. Organizations can ensure the proper processes are being performed at the appropriate times by using the workflow approval process, which consists of several steps.

  6. Streamlined change management

    In highly competitive environments, manufacturing businesses must adopt new technologies or modify their infrastructure to stay current with market trends. Their IT infrastructure will need to undergo considerable modifications as a result, changes that must be properly implemented to avoid accidental collateral harm to other IT infrastructure components.

    With an in-depth knowledge of IT infrastructure and streamlined change management processes, IT teams can design low-risk changes, obtain the required approvals, and implement the changes while keeping stakeholders informed. IT teams have difficulty designing and implementing low-risk changes without a change management framework.

    Giving the proper support when releasing new or updated versions of old tools is a challenge manufacturing frequently faces.

    It is necessary for employees to be able to ask questions. "How do I accomplish this?" Gen Z employees always look for a simple way to connect with service desk agents when they need assistance. platform helps staff in adjusting to the new adjustments. It offers quick responses to staff inquiries regarding new tools or technology. With, help is accessible directly from Microsoft Teams.


It is obvious that automated technology is crucial to any manufacturing organization despite its size. Businesses can employ automated software solutions to enhance bottleneck management, store bill of materials, and even use AI-powered chatbot's assistance in decision-making. With a robust service desk solution like , you may streamline your daily tasks and operations, cut down on lead times for manufacturing, and ultimately increase your bottom line by automating the manufacturing process. 

In my opinion, getting an AI-powered employee service desk will help you achieve your business objectives easier.

You'll have many benefits with the best service desk on the market right now. 

Now, let's check out how your company will benefit the sooner you invest in service desk at your manufacturing unit. 

  • Enhance employee productivity

  • A decrease in labour expenses

  • Avoid confusions among employees

  • A strategy to lessen the impact of a labor shortage

  • A decrease or elimination of human errors

  • An increase in the caliber of the product

  • Minimizing manufacturing lead times

  • Higher savings due to avoiding the significant costs associated with not automating your production.

Doesn’t this sound amazing? Therefore, why not set the bar higher than many other scale manufacturers? With the help of, a modern employee service desk software, you can verify the benefits of manufacturing process automation in your company.

Read More: Automation Ideas for Retail Industry

Transform Your Employee Support and Employee Experience​
Employee SupportSchedule Demo
Transform Your Employee Support and Employee Experience​
Book a Discovery Call
Power of GenAI within Service Desk
Service Gif
Get Started Today