How good you are at leveraging technology determines the success or failure of shared services . To implement shared services you must put away the old ways of doing business. Gone are the labor intensive, manual processes of yesterday. Instead of adding overhead to review input and handle rework, technology is used to identify and correct errors at the source. Since customer service is not left to chance in the shared services business model, technology is used to monitor and improve key performance indicators like time to answer and call abandonment rate. To give customers options for how they receive service applications are pushed to the web. Instead of forcing customers to contact you to get the status of a service request, email and even mobile alerts automatically update customers. Instead of technicians inputting information from source documents into business applications, electronic document management systems both extract and transfer data without human intervention. Business intelligence systems are used to give the organization insights into process capabilities. Sleek business processes and clever use of technology reduce labor costs and savings are passed back to the business units.