Lida works with medium and large organisations to build first-class experiences for customers and staff. We do this by aligning investments in technology and business practices to ensure that services are delivered to delight both end-users and business bottom-liners.
Although we started in IT Service Management and have extensive experience with everything ITIL, we go well beyond the traditional IT space. Lida regularly works with HR, Finance, Facilities and Procurement departments to get systems working together across the enterprise.
So whether you want to build a new end-to-end onboarding process, fix your building access solution, or get better at managing approvals for your corporate credit cards, we’d love to get in touch.
Service Design has developed a reputation of late as being big on theory, but not so much on delivering real outcomes. While perhaps unfair overall, there is definitely a perception that multi-day catered workshops, drawing on glass and reams of butcher paper result in a one-hundred-page document and no plan to make anything actually happen.
We don't work like that. Our expertise in user experience, portal design and business process optimisation is backed by solid technical skills. Lida's practical, results-driven approach brings service designs to life through software development, integration and automation. The final product? Smarter services that run in the real world and not just on paper.
As part of our whole-of-business approach to service implementation and improvement, we develop engagement channels through which customers can engage with businesses to request services or assistance or search for self-help solutions – including smart web portals, email parsing, and AI-backed chat that can be integrated with external tools like Microsoft Teams and Slack.
Beyond that we implement automated workflows to match business processes around individual tasks, approvals, and customer updates. This lowers the burden on staff in terms of compliance with business practices, ensures a consistent and predictable experience for customers and generates metrics for service improvement.
We work with a broad range of business automation platforms, including Freshservice, Jira, ServiceNow and Alemba Service Manager. Our clients can improve service offerings using their existing systems, significantly lowering project costs, and increasing return on investment.
Organisations run different toolsets for specific workloads. However, most business-critical services cross boundaries between tools and the teams that manage them. For example, to onboard a new staff member the SAP team enters banking details for payroll, HR schedules new starter training, and asset management allocates a laptop and PC. Lida works to break down silos between teams, automate manual tasks and eliminate cutting-and-pasting, to create more cost-effective and efficient services.
