Six Ways ERM Improves Enterprise Service Delivery
As noted here previously, enterprise request management (ERM) can drive “significant cost savings over time” both through front-end self-service (shifting support calls to online submission) and back-end process automation.
Those cost savings are by no means just theoretical; they are borne out by the experiences of large enterprises in retail, financial services, high tech, manufacturing, entertainment, construction, energy, and other industry sectors; outsourced service providers; and educational institutions.
Across a variety of organizations that have implemented ERM strategies, here are the ranges of measurable results in half a dozen key performance areas.
Implementing ERM typically shifts 50%-80% of phone calls to the web. At a cost savings of $23 per deflected call, in an organization managing 40,000 service requests per year, that would translate to $460,000 to $736,000 in annual savings.
Without ERM, routing service requests to the correct team on the first attempt can be challenging. Routing accuracy using paper forms, email, phone calls, faxes, and/or legacy ITSM systems varies, but is often well below 90%. After implementing ERM, requests typically reach the right group on the first try 98%-99% of the time.
Request Submission Time
Submitting requests through complicated forms, by email, or over the phone can be time-consuming. With ERM, requests can often be submitted with just a few clicks and perhaps filling in a few fields. As a result, request submission time is typically cut by 80%-95%.
Before ERM, approvals often require signatures on paper forms, routed by fax or inter-office mail. Processes are time-consuming and inconvenient, and can result in “lost” approvals requiring redundant efforts. With ERM, approval requests (and follow-up reminders, if necessary) are automatically routed through email. This cuts approval time on average by 75%-95%.
ERM not only makes it faster for requests to be submitted and approved, but also completed. By eliminating errors due to redundant data entry, and automating approvals and back-end fulfillment processes, ERM typically enables organizations to reduce service request fulfillment time by anywhere from 50% to 95%.
Complex request submission processes combined with slow approval and fulfillment times negatively impact overall customer satisfaction with service delivery groups, no matter how knowledgeable, dedicated and hard-working team members in those groups may be. After implementing ERM, service providers often see customer satisfaction ratings above 90%.
Real-world examples of substantial cost savings and operational improvement across a range of metrics make a compelling case for investigating the ERM model. To learn more, download the ERM Overview White Paper.