AVANADE 研究报告显示马来西亚公司有为 IT 部门员工提供新业务技能和咨询专门知识

86 巴仙的马来西亚公司计划在 2015 年之前扩大 IT 员工作为商业顾问的角色

吉隆坡 5 月 15 日讯 – Avanade，即一家全球商业技术解决方案和托管服务提供商，今天发布了关于 IT 之不断改变角色的大规模全球调查报告。这项调查显示 IT 扮演着商业顾问的角色，即为内部利益相关者和外部伙伴提供 IT 最佳实践和咨询专门知识。

Avanade 的研究显示了 IT 在马来西亚建立的新 “服务经纪” 模式。在这个模式下，IT 员工与企业的所有部门接洽，以更了解它们的技术需求和目标，并通过内部和外部 IT服务 或伙伴来满足这些需求。

IT 作为业务伙伴

当今有超过三分之一(38 巴仙)公司的 IT 部门主要是作为服务经纪。Avanade 的研究显示，在拥有这种结构的马来西亚公司当中，有 80 巴仙表示它们将在未来 12 个月扩大 IT 服务经纪的角色。此外，有 86 巴仙的马来西亚公司表示，相较于三年前，它们的 IT 部门为实现商业目标作出更大的贡献。

马来西亚商界领袖希望 IT 在关键领域建立技能，以协助他们掌握能够在日益数码化世界为雇员，顾客和伙伴解决商业问题的革新技术。首席级执行员表示有必要掌握更多履行合规，安全和隐私方面(56 巴仙) 以及服务和系统整合方面 (51 巴仙) 的技能。

“随着 IT 扮演着服务经纪的新角色，马来西亚商家预期 IT 的影响力将提升，对新 IT 技能的需求将增长，新的外部伙伴则将推动 IT 倡议，” Avanade 驻马来西亚经理， 黄建忠说道。“前瞻性的公司皆定位它们的 IT 员工为商业顾问，并放眼 IT 在实现目标及推高业绩方面比以往作出更大贡献。”

这项研究也支持Accenture  High Performers in IT: Defined by Digital 的报告，该报告发现那些拥有高表现 IT 组织的公司皆投资于 IT 以献予业务各种策略性的能力。

Avanade 访问了 19 个国家的 1,003 名首席级执行员，营业单位领袖和 IT 决策者。欲深一层了解 Avanade 对无边界 IT 的见解，请浏览 www.avanade.com/NoITBoundaries。

AVANADE RESEARCH REVEALS MALAYSIAN COMPANIES ARE INVESTING IN NEW TECHNOLOGIES TO IMPROVE CUSTOMER EXPERIENCES

Almost all of the companies (94.4%) surveyed in Malaysia have changed at least one business process in the past three years for better customer interaction.

Kuala Lumpur – December 18, 2013 – Avanade, a global business technology solutions and managed services provider, today released Malaysia results from a global survey on the changing sales process and buying patterns of business.

Avanade’s latest research shows the “consumerisation” movement is shifting the sales process away from the sellers’ control, as enterprise buyers begin to mimic consumer shopping behaviours. With this shift, now, the value of the customer experience is more important than cost to business and IT decision-makers.

News Highlights

• Over 94% of Malaysian companies surveyed have changed at least one business process in the past three years to better interact with customers.
• Over 95% of Malaysian respondents say that IT plays a greater role in the overall customer experience than it did in the past.
• Three quarters of all Malaysian business decision-makers report, third-party sites, feedback from business partners, industry peers or social channels is more important than conversations with the company’s sales teams when making a purchasing decision for their company.
• Over 96%of respondents in Malaysia believe, technology will primarily replace human interaction with customers in the next 10 years. Anticipating this change, businesses in Malaysia are making new technology investments, changing business processes and redesigning organisational roles.
• Nearly one third of Malaysian customers report that they are willing to pay, up to 50% more for a superior customer experience.
• More than two thirds of Malaysian respondents report paying more for a product in the last six months for a superior customer experience over other less expensive options.

“The nature of work and how business gets done is going through a dramatic transformation. Technologies in the workplace are a significant catalyst for this transformation, especially in Malaysia where we’re already seeing employees using smartphones and tablet devices for both basic and advanced business functions. Moreover, the ‘consumerisation of IT’ is dramatically transforming the traditional ways through which companies sell products and services to other businesses and consumers. In Malaysia, most companies are recognising this and changing their business processes to adapt to the current trend. It’s no longer ‘business-to-business’ but ‘business-to-everyone’. Businesses that embrace today’s complicated customer relationships are creating longer-term and profitable relationships with their customers.” said Ong Ken Teong, Avanade Malaysia Country Manager.

In this latest survey, Avanade found that in Malaysia, businesses are changing processes to embrace the new business buyer, by increasing customer sales and support technologies (61%), adding the number of employees interacting with customers (67%) and automating the sales process (42%).

The research also shows, in Malaysia businesses investing in technology to support better customer service and modifying internal roles are seeing positive results. Specifically, the companies making these changes are experiencing increases in revenues (77%), customer base (58%) and customer loyalty (68%).

Executives are capitalising on the opportunity these technologies offer by adjusting business processes and updating policies with measurable results in areas such as customer service, profitable growth, happier employees and bringing new products and services to market faster.

As reflected in the recent Accenture’s High Performers in IT: Defined by Digital report, companies that prioritise customer experiences as one of their top-three business objectives are performing better than organisations that primarily focus on cutting costs and increasing productivity.

Avanade surveyed 1,000 C-level executives, business unit leaders and IT decision-makers in 19 countries across more than 12 industries.

To learn more about Avanade’s views on the new customer journey, please visit http://avana.de/CustJourney.