The Workflow Blind Spot: Why Your IT Automation Strategy Needs a Frontline Upgrade

IT Has Mastered Back-End Workflows—But What About the Frontline?

Enterprise IT leaders have spent years refining back-end workflows, using platforms like ServiceNow to automate, orchestrate, and optimize processes. The result? More efficient service management, fewer redundancies, and reduced costs.

But there’s a blind spot—the frontline workforce.

Frontline teams—the employees who directly engage with customers, execute daily operational tasks, and keep your business running—often operate in disconnected, manual environments. These inefficiencies don’t just slow down execution; they create compliance risks, operational bottlenecks, and communication breakdowns that impact the entire organization.

If IT workflow automation has transformed your back office, why hasn’t the same revolution happened for your frontline?

The Cost of Ignoring Frontline Workflow Automation

According to a McKinsey study, companies that integrate automation into frontline operations experience a 20-30% increase in productivity and a 40% reduction in operational inefficiencies. Yet, many enterprises still rely on manual scheduling, paper-based task tracking, and fragmented communication tools for their frontline teams.

Here’s what happens when frontline workflows are ignored:

Compliance Failures: Without real-time policy updates and automated compliance tracking, businesses face higher risks of violations and penalties.

Disjointed Execution: Managers spend hours coordinating shifts, delegating tasks, and resolving miscommunications—time that could be used on strategy and efficiency improvements.

Employee Frustration & Turnover: Frontline workers are often forced to navigate multiple disconnected tools, leading to frustration, disengagement, and higher attrition rates.

The Solution: WorkJam —The ServiceNow for the Frontline

Right now, ServiceNow is powering your back-office workflows, ensuring IT tickets, approvals, and enterprise processes flow seamlessly. But it misses the mark for the frontline.

That’s where WorkJam steps in—not as a replacement, but as an extension of your existing digital ecosystem.

WorkJam integrates with your IT systems to ensure a seamless flow from HQ to the frontline.

ServiceNow handles IT service management—WorkJam ensures frontline tasks, compliance, and execution happen in sync.

Together, they create a fully connected enterprise, bridging the gap between insight and action.

Bridging the Workflow Gap — Before It’s Too Late

Frontline teams make up 80% of the global workforce. Yet, they’re often the last to receive the benefits of automation.

If IT executives want to truly optimize operations, they must look beyond the back office and embrace frontline workflow automation. The gap is clear. The solution exists. The time to act is now.

Is your IT strategy ready to extend automation where it matters most?

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