A single point of contact (SPOC) to bring your departments together

Modern organizations are becoming increasingly interconnected – with partners, with vendors, and even within the organization itself. To improve their responsiveness to customers and eliminate internal inefficiencies, they must work in a collaborative, holistic way. That’s why organizations are turning to Enterprise Service Management (ESM): the application of IT service management (ITSM) practices and tools not just in IT, but across the organization. But it’s not enough to simply implement ESM – you also need to make sure it’s as user-friendly as possible. That’s where having a single point of contact (SPOC) comes in.

What is a single point of contact (SPOC)?

A single point of contact is exactly that – a single point of contact. Imagine having a central communication line within your organization that handles all end user requests—this is what a SPOC does. Employees shouldn’t have to know ‘exactly’ what they need, much less who specifically to contact about that need. Done well, a SPOC assures your employee that their question or issue will be properly addressed by the appropriate colleague.

Key benefits of a single point of contact (SPOC)

Adopting a single point of contact (SPOC) in your organization can be a game-changer, offering a variety of benefits that boost performance and efficiency across the board.

Improved communication and streamlined processes

By bringing all end-user requests to one central spot, a SPOC facilitates clearer communication and cuts through the clutter. This means smoother interactions and streamlined processes, making managing and resolving service requests a breeze.

Take for example onboarding new employees: a value stream found within every organization. But for most organizations, this means that someone (often the hiring manager) must contact or coordinate the activities of each department involved in the process. The HR department sets up the new employee on payroll and benefit systems. The facilities department sets up the office or cubicle where the new employee will work. IT establishes access to the systems and tools that the new employee will need to do their job. With a SPOC, a value stream such as onboarding new employees is coordinated through the single point of contact.

Better employee experience and satisfaction

A SPOC makes accessing support, no matter from which specific service department, easier than ever. This, in turn, means happier employees and less frustration. A SPOC helps ensure that employees can use the tools and services provided by the organization to do their jobs as effectively as possible.

Operational efficiencies and cost reductions

With a SPOC, you can wave goodbye to redundancies and optimize how resources are used. This boosts operational efficiency, increases resolution times, and reduces downtime, ultimately leading to cost savings that can make a big difference.

Better knowledge sharing and management

Centralizing communication through a SPOC also improves how knowledge is managed and shared. It ensures everyone is on the same page and in the know when relevant, which improves decision-making within the organization.

Implementing a single point of contact (SPOC): 7 steps

Implementing a single point of contact (SPOC) in your organization requires a thoughtful approach. Here's how you can do it, step-by-step:

Step 1: Identify your organizational service providers

Which departments provide services and support to others within the organization? Start by noting all the departments that offer services and support. Get representatives from each department together for a brainstorming session to ensure you've covered all bases.

Step 2: Discuss top activities and requests

Dive into the most common requests and activities for each service department. Use sticky notes or a whiteboard for visual brainstorming. This will help map out what's happening and identify quick–and impactful–wins.

Step 3: Identify interdependencies between departments

Look for dependencies and areas where work is duplicated between departments. The aim is to simplify processes, especially those that stretch across multiple departments, like onboarding new staff. Identify the top three to five activities and requests that involve more than one service department so they can be streamlined going forward.

Step 4: Document employee journey maps

Create maps that focus on the employee's perspective for critical activities. An employee journey map is the same thing as a customer journey map – except that it’s the journey from the employee's perspective.

What are the interactions between the employee and each service department? Does the employee have to visit a service department more than once during a particular request? Translate these journey maps to organizational value streams, providing clarity on how services flow internally.

Why? First, you can identify any waste in the work being done. Secondly, you’ll identify how the service departments involved work together.

Step 5: Streamline value streams and set performance targets

Based on the previous steps, optimize each value stream and set measurable targets to track your progress. This step ensures that everything is running at peak effectiveness.

Step 6: Implement improvements

Choose a service department to be the SPOC and put the improved value streams into action. This assigns clear responsibility for keeping service processes streamlined.

Step 7: Promote the SPOC internally

Finally, roll out an internal communication plan to spread the word about your new SPOC. Keep an eye on performance and push for continuous improvement to maintain the SPOC's value throughout the organization.

Choosing the right department for your single point of contact (SPOC)

Selecting the right department for your single point of contact (SPOC) is a vital step to ensure its success. Your SPOC must have a holistic view of the organization—that’s a given. Departments such as HR, Facilities, IT, Finance, and others do have that holistic perspective, as each department is involved with all other parts of the organization. Any department with such a perspective is a candidate for hosting the SPOC.

Whether you choose HR, Facilities, IT, Finance or another service department to be your SPOC, they all bring something unique to the table depending on your organization's specific needs. Think about the department's ability to connect with users effectively, tackle complex issues with technical know-how, and coordinate internally. By evaluating these aspects, you can make sure your SPOC improves service delivery but also aligns perfectly with your strategic goals.

A single point of contact (SPOC) in action

At Utrecht University, implementing a single point of contact (SPOC) has transformed how incidents are handled. Before they implemented a SPOC, confusion reigned—students and staff faced multiple phone numbers for services like IT, Facility Management, and the helpdesk, often resulting in delays and frustration. Now, the university service desk serves as a clear, unified hub for assistance, simplifying processes for everyone, with TOPdesk's Enterprise Service Management software improving communication between service departments. “Sharing information is easier when you’re all working in the same system,” says Jacqueline, manager of the service desk and the local support department, highlighting how incident handling is now faster, more efficient, and more enjoyable for all involved.

Implementing a single point of contact (SPOC) with TOPdesk

TOPdesk’s Enterprise Service Management software lets your service teams join forces and process requests from a single platform. With support streamlined across your business, you’ll solve problems faster, communicate better, and offer more value to your end-users.

Key trends influencing single point of contact (SPOC) implementation

The way we implement a single point of contact (SPOC) is evolving, thanks to some exciting trends pushing organizations toward smarter, more efficient solutions.

Rise of cloud-based solutions

Cloud-based solutions like TOPdesk's Enterprise Service Management software are becoming a major player in SPOC implementation. They offer flexible and scalable infrastructure, making it easier and more efficient for organizations to centralize their services. With cloud technology, accessing resources and support across different locations is seamless, without the limitations of traditional on-premises systems.

Automation and AI take the stage

Automation and artificial intelligence are revolutionizing how a single point of contact (SPOC) functions by handling routine tasks like password resets. They facilitate quicker responses and more accurate resolutions, letting the SPOC work more effectively. Plus, this enables service desk employees to focus on more complex problem-solving tasks.

Importance of data analytics and BI

Data analytics and business intelligence (BI) are essential for getting the most out of a SPOC. These tools help organizations gain valuable insights into service performance, user behavior, and operational bottlenecks. Armed with this data, they can make informed improvements and optimize service delivery.

Single point of contact (SPOC) FAQs

How can I start implementing a SPOC in my organization?

Begin by identifying the service departments in your organization, discussing their top activities and requests, identifying interdependencies, documenting employee journey maps, streamlining value streams, and then implementing improvements. Consider reaching out for expert guidance or using solutions like TOPdesk's Enterprise Service Management software to facilitate the process.

SPOC vs help desk: what's the difference?

While both a SPOC and a help desk are key points of contact for service inquiries, a SPOC covers a broader range by centralizing all communication and service requests organization-wide, not just IT. Think of it as the overarching communication hub, while a help desk focuses on troubleshooting and tech support.

What challenges might organizations face when implementing a SPOC?

Organizations may encounter challenges such as resistance to change from staff, the complexity of integrating existing systems with the new SPOC framework, and the need for staff training to adapt to new processes. Addressing these challenges with clear communication and phased implementation strategies can smooth the transition.

Can a SPOC work beyond IT?

Absolutely. While often associated with IT, a SPOC can be adapted to manage inquiries and service requests across various departments such as HR, facilities, and finance, providing a centralized communication channel for multiple organizational functions.

Continue your Enterprise Service Management journey

Want to learn more about a single point of contact (SPOC) and how your service departments can join forces? Download our ESM e-book and start benefiting from working together.