This presentation, How to Cut Service Request Costsand Delight Customers with Enterprise Request Management (ERM), deconstructs the ERM infographic in slides.
What is ERM? It's a business efficiency strategy that's a holistic approach to centralizing and automating business processes and service requests. ERM helps to ensure first-time fulfillment, which leads to lower costs and happier customers.
Put another way, ERM is like a company having its own internal version of Amazon.com, where employees can order any type of service or equipment, from any department (or group of functions), from a single web interface. Employees can also check the status of their requests at any time, similar to package tracking.
Why is it important? Because service calls are expensive - and the higher up the chain they have to escalated, the more costly they are. ERM enables employees to request services, check on their status, take delivery or fulfillment, and provide feedback about the quality of the service, all without ever picking up the phone.
Savings can be calculated by multiplying the savings of automated self service over manual processes by the number of service requests fulfilled.
With ERM, there's no need for employees to manually manage their requests, dealing with multiple departments, systems and processes, obtaining approvals and scheduling deliverables. With ERM, most processes are automated by software, and employees are shielded from the complexities of the underlying processes. Fulfillment is faster, more accurate, and requires much less employee effort.
ERM automatically calculates fulfillment times and costs, allocates charges to appropriate departments, and provides information needed to support continual process improvement.