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April 30, 2025 | 6 min read
Top 3 operational challenges in Global business services (GBS) today
The state of digital transformation in Shared Services
GBS organizations have been shifting their focus from cost saving to value generation, which requires taking improvement initiatives. To create opportunities for growth, many attempt to optimize processes through AI-driven business process automation (BPA).
In the podcast “Powering productivity: Operations insights” Dan Swan, co-leader of McKinsey’s Operations Practice Globally, noted that while many companies experiment with AI for optimization purposes, only one in three are truly advancing, making meaningful use of the technology at scale. This often happens because organizations lack clarity on which processes to automate and where to begin.
At SSON India 2025 the Operavix team explored the issue through discussions with GBS leaders across industries. Many mentioned that AI-driven automation is widely adopted in their companies. One of their main concerns: how to effectively map business processes and implement automation that’s both seamless and reliable. These discussions validated the growing demand for solutions like Task Mining and gave us valuable feedback on Operavix approach to the technology.
We discussed the pain points that bother GBS organizations most and compiled a list of the most common operational issues that require business optimization.
In the podcast “Powering productivity: Operations insights” Dan Swan, co-leader of McKinsey’s Operations Practice Globally, noted that while many companies experiment with AI for optimization purposes, only one in three are truly advancing, making meaningful use of the technology at scale. This often happens because organizations lack clarity on which processes to automate and where to begin.
At SSON India 2025 the Operavix team explored the issue through discussions with GBS leaders across industries. Many mentioned that AI-driven automation is widely adopted in their companies. One of their main concerns: how to effectively map business processes and implement automation that’s both seamless and reliable. These discussions validated the growing demand for solutions like Task Mining and gave us valuable feedback on Operavix approach to the technology.
We discussed the pain points that bother GBS organizations most and compiled a list of the most common operational issues that require business optimization.
Challenge 1. Lack of visibility
2024 Deloitte report “Now decides next: Generating a new future” says that over the past year enterprise leaders changed their priorities towards AI use. First, the use of AI for operational excellence was an experiment. But now, high management seeks tangible results and takes disciplined actions to make optimization work out. And well-prepared data is essential for any AI-powered initiative to succeed.
When it comes to automation, we must base decisions on relevant and valid data. However, this is not always the case. Traditionally, to understand what to automate, companies conduct the process of discovery first. To get the full picture of how the work gets done, they collect data by interviewing employees or observing their workflows. In the past, the method worked its magic, but now this approach worsens data quality. Due to human factors and low speed of data collection, information gathered may turn out incomplete and inaccurate, which significantly deteriorates the effect of further automation.
When it comes to automation, we must base decisions on relevant and valid data. However, this is not always the case. Traditionally, to understand what to automate, companies conduct the process of discovery first. To get the full picture of how the work gets done, they collect data by interviewing employees or observing their workflows. In the past, the method worked its magic, but now this approach worsens data quality. Due to human factors and low speed of data collection, information gathered may turn out incomplete and inaccurate, which significantly deteriorates the effect of further automation.
GBS leaders highlight that it’s crucial to get the full picture of business processes first and only then take automation initiatives and gain measurable outcomes.
Challenge 2. Siloed data
One of the biggest barriers to efficiency in GBS is the lack of task visibility. Leaders don’t see that something might be wrong with a task unless they see the whole task execution. The invisibility comes from fragmented interfaces and an inconsistent data context. Employees constantly switch between ERP, CRM, and email to complete a task. Actions like copying and pasting invoice numbers, checking vendor details in one tab, then logging them in another – leave no trace in system logs, and that makes them invisible to traditional analytics tools.
Siloed data can mask inaccuracies or gaps that may be invisible at first but eventually escalate into larger operational challenges.
Challenge 3. Manual repetitive work
In turn, lack of transparency in business processes and siloed systems result in excessive manual work. It makes workflows complex, slow, and expensive. Let’s take an example from Finance & Accounting (F&A) area to see how manual actions hide behind a perfect facade of “task completed”.
The finance and payments departments are often under pressure due to nonstop approval cycles and follow-up requests. For instance, invoice processing: if an employee finds a mistake in an invoice. The employee must email the supplier to request correct information. Then after a long wait for a response, the employee receives a revised document and validates the details. The list of similar tasks can go on. Such tasks are repetitive and manual by nature, making business processes inefficient and time-consuming.
The finance and payments departments are often under pressure due to nonstop approval cycles and follow-up requests. For instance, invoice processing: if an employee finds a mistake in an invoice. The employee must email the supplier to request correct information. Then after a long wait for a response, the employee receives a revised document and validates the details. The list of similar tasks can go on. Such tasks are repetitive and manual by nature, making business processes inefficient and time-consuming.
To overcome manual inefficiencies, modern Global Business Services (GBS) teams choose technologies that make process discovery and business process automation easier and much more efficient.
Task Mining – a tool for a clear business process in GBS
One of the best technologies in the field is Task Mining. It drills down into your business processes and reaches the smallest details, down to tasks and their constituents. It helps you see how your employees execute tasks, how much time they spend completing tasks and what tasks are ripe for automation.
Operavix Task Mining
When it comes to a platform that provides the solution that really delivers measurable impact, leaders all over the world go for those solutions that will show the fastest and the most accurate results.
Task Mining solution captures all user interaction data. Then intelligent algorithms extract tasks from extensive data and automatically prioritize the most repetitive tasks for automation.
Task Mining solution captures all user interaction data. Then intelligent algorithms extract tasks from extensive data and automatically prioritize the most repetitive tasks for automation.
Digital Employee the next step in intelligent automation
When it comes to a platform that provides the solution that really delivers measurable impact, leaders all over the world go for those solutions that will show the fastest and the most accurate results.
Task Mining solution captures all user interaction data. Then intelligent algorithms extract tasks from extensive data and automatically prioritize the most repetitive tasks for automation.
Task Mining solution captures all user interaction data. Then intelligent algorithms extract tasks from extensive data and automatically prioritize the most repetitive tasks for automation.
Digital Employee: document request use case
1. Intelligent request intake
It continuously monitors various communication channels. If it detects an incoming request, it parses the message, extracting key attributes (e.g. document type, ID number, etc.).
2. Document completeness validation
After defining all required documents, it validates if all necessary files are attached. If not, it automatically sends a data clarification email to the requester.
3. Data verification and enrichment
Then, Digital Employee receives a follow-up email from the requester, and it verifies the accuracy of the new documents (PO numbers, contractual terms, etc.), using API integration with ERP and accounting systems.
4. Document package generation
Based on the data received, it assembles all the required documents.
5. Automated review and delivery
Once approved, Digital Employee gives a response to the original requester.
It continuously monitors various communication channels. If it detects an incoming request, it parses the message, extracting key attributes (e.g. document type, ID number, etc.).
2. Document completeness validation
After defining all required documents, it validates if all necessary files are attached. If not, it automatically sends a data clarification email to the requester.
3. Data verification and enrichment
Then, Digital Employee receives a follow-up email from the requester, and it verifies the accuracy of the new documents (PO numbers, contractual terms, etc.), using API integration with ERP and accounting systems.
4. Document package generation
Based on the data received, it assembles all the required documents.
5. Automated review and delivery
Once approved, Digital Employee gives a response to the original requester.
Looking to eliminate manual work efficiently across your GBS operations?
Task Mining can walk you through your business processes and show what needs to be automated to gain maximum economic benefits. After analyzing tasks, you can also let Digital Employee automate the tasks the system illuminated right within the same platform.
Task Mining can walk you through your business processes and show what needs to be automated to gain maximum economic benefits. After analyzing tasks, you can also let Digital Employee automate the tasks the system illuminated right within the same platform.
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