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.

Reducing enterprise service delivery costsThose 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.

Call Deflection

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.

Routing Accuracy

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%.

Approval Time

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%.

Fulfillment Time

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%.

Customer Satisfaction

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.


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